Overview: Collecting and aggregating feedback will help you increase revenue. Businesses such as Airbnb, Yelp and Amazon obsess over customer reviews consider them an aspect of their company’s lifeblood.
Positive feedback from customers = More repeat business = More revenue
For Amazon, product and seller reviews are at the core of their business, and all of us check to see the ratings of companies and sellers we’re buying from. Even if we are not buying anything on Amazon we still check their site for a review of a product we want to buy somewhere else.
Feedback drives revenue. Allowing customers to provide feedback is a must for services startup or enterprise company. The issue is that you need to ask your customers to provide feedback in a meaningful way so that your analytics and performance indicators can communicate the overall combined score and stats accurately.
Benefits: Allowing your customers to leave feedback helps maintain happy customers and also lets you increase revenue. Here are 3 ways this works:
- Customers can rate providers and vice versa – If a customer really liked, or for some reason was dissatisfied with a technician job, they should be able to leave a review for them. Likewise, the technician should be able to leave a review for the customer they finished the job for. As a company, you can supply the best-rated technicians and give them more job assignments since you know they’ll continue to get good reviews. You can also drop the poorly rated customers from your list and save time, headaches, and money by focusing on customers who were rated favorably.
- Meaningful analytics and performance indicators – Aggregating all the reviews and displaying it in a meaningful way to the end user (be it your company, your service professionals, or the end-customer) is a tough task. Your system needs to be flexible and customizable to accommodate multiple roles of your company leaving reviews and at the same time display the aggregate data in an easy to understand report. Amazon does a great job of displaying the best reviews of the products alongside the worst reviews with an overall score for all the ratings above.
- Authenticity: flag spam and fraudulent reviews – There are many online businesses that exist to solely write reviews for your product or service. You pay them to write a lot of fake reviews pretending to be your customers. Having a mechanism to catch such reviews is a must have for any system where you have people leaving reviews. Most websites these days never let you comment or leave a review without going through an approval process by the editor of the site or the support staff. All feedback comments and ratings have a flag option that lets anybody out there flag it as spam.
Takeaways: Do you have a flexible solution to let your customers leave feedback about your service personnel and vice versa?
Your customers and field workers can be leaving feedback for each other with just a few clicks. To learn more, visit Dispatch and/or book a time for us to chat about how your customers and providers can seamlessly leave feedback for each other.
To learn more about how you can meet customer expectations, download our white paper on Satisfying the Modern-Day Customer.