12th March 2012
High street customer feedback increases five-fold
There has been a fourfold increase in customer feedback in response to customer satisfaction surveys over the past three years, a data capture company has found.
Customer First Solutions (CFS) recorded a sharp rise in customers engaging with in-store feedback devices since the UK high-street started to experience a downturn in profits back in 2009. http://customerfirstsolutions.net/
Retailers generating nearly 1.3 million responses a year three years ago now achieve over 6.8 million per year in like-for-like comparison. This equates to one response every 4.6 seconds.
Despite a challenging economic climate, CFS says these surprising statistics show that businesses are recognising the increasing importance of listening and responding to their customers’ views.
They also praise technological advancements that make it easier for the customer to respond to customer surveys, and just as easy for the company to analyse and act upon the data they collect.
Managing Director of CFS, Helen Pearson, said: “Unlike traditional paper surveys, in store devices in particular allow for a range of five critical questions to be answered in between 15 - 20 seconds, meaning customers are more inclined to have their say.
“Often the smallest changes can make all the difference to the in-store experience and it is these improvements that can ensure customer loyalty. Technological developments in online reporting systems allow staff to monitoring satisfaction down to the day, hour or even minute, and this makes it easier to identify problem areas and resolve them.”
Speaking about the increasingly difficult challenge retailers face in the tough economy, Helen Pearson added: “While many businesses are finding budgets tightening, it is promising to see that many firms are making customer satisfaction a top priority.
“We firmly believe this trend will only continue, with more companies looking to their customers to find ways to improve, and recognising the impact this can make to their bottom line.”
Customer First Solutions provides innovative systems to capture customer feedback and employee feedback data. Find out how Customer First Solutions can help you at http://www.customerfirstsolutions.net
The Data Sample
The data supplied in this press release has been compiled from the total number of responses CFS receive on behalf of its retail clients and represent like-for-like sales year-on- year. The sample was taken from 31st Dec 2009 to 31st Dec 2011 and relates to the responses received from the in-store data capture device called the buzz box. http://customerfirstsolutions.net/
In 2009 the company’s clients received 1,251,562 responses over the year, in 2010 they received 3,305,604 and by 31st Dec 2011 this figure stood at 6,807,549.