Trust is crucial for successful relationships between individuals and organizations
By continuously analyzing transactional feedback along the customer journey, you make sure that building trust becomes a top priority across your organization. If you then distribute and display that feedback, you have the opportunity to convince others of your trustworthiness and to show them that you strive to continuously improve your services.
Transactional customer feedback is generated when you ask the customer for feedback after an interaction with your organisation or a transaction. Typically, this will be at one or more of your customer touchpoints and can include order entry, product delivery, website interaction, account payment, sales contact, and visit by a service technician.
Why is it so powerful?
Get it while it's hot!
To get the best understanding of what influences your customers’ opinions or how you can fix issues, you should survey them shortly after interaction with your business. This might be after they have received an invoice or following use of a product, to give just a few examples.
It can be put into practice
Because transactional feedback is a rich source of information on the transaction, you are able to directly link an issue with an action to resolve it. The mix of direct customer response and transaction details makes transactional feedback indispensable when it comes to gathering relevant data. That data provides you with customer insights which you can directly integrate into your strategy.
It speaks for you
When you display customer feedback as comments and ratings and quickly initiate service recovery actions, you will generate an intense focus on the customer within your company. Service recovery stories can have a particularly strong impact because they are generated from the front line of customer service and show how customer focus is put into practice at your company.