In a bid to improve the customer experience for their service customers, Audi dealers are using Feedback Ferret to equip themselves with vital customer information prior to customers arriving at the dealership.
“Many organisations spent a lot of time debating the ‘what’ because different people had different data. Once everyone has the same version of truth, you can shift to the ‘how’ – and you are able to do more and more, better and better.”
Vistaprint is yet another example of a company that has jumped enthusiastically on the customer feedback bandwagon. But in my experience, it fails dismally to close the loop with their customers. So why bother with the feedback survey at all?