What's the point of 'online feedback'

We pulled up data from a random company in Australia 'Tourism sector". This data is 'readily' available in the public domain.

We were interested in what sort of feedback customers are leaving for an Australian business and what we can learn from it.
We thought we would look at the 'Reviews' or customer feedback on the WEB site of this 'Tourism' company.

The company we looked at operates out of 4 states on the east coast or Australia. One sites data has been removed from our study as they were only setting up and were not yet in operation as of (28/10/2017).

We looked at 4 key metrics from the 'Reviews' section of the company 4 offices Web site.

• VOC (voice of the customer) Positive feedback/comments.
• How they rated against the 5 star metric.
• How many time the sites 'Manager' or representative responds to a customer comment.
• How many data points (customer) provided feedback.

• Looking at the number of Customers that left feedback/ a rating. (Our assumptions here was the Brisbane operation has traded as long as the Hobart operation.)

Hobart operation amazed 88 customers taking the time to provide a review or feedback.
The Brisbane operation collected 48 reviews.
The Sydney operation clocked a poor 6.
* Clearly the Sydney operation may be in need of some attention.

• Looking at the VOC feedback/ a rating.

The Hobart operation gathered 94% positive feedback.
The Brisbane operation also did well with 84% positive feedback.
The Sydney operation was only able to satisfy half their customers.

• Looking at the rating out of 5.

The Hobart and Brisbane operations look good. Sydney low 2.8 avg rating is a reflection on only half their customers were happy.

• Looking at the branch manager (or representatives) responses.

Disappointment across the board.
What would seem the Hobart operation as the company leader. The manager only took the time to respond to 9 customers.
Brisbane and Sydney's performance to responding was none existing.

I guess I am suggesting here that there in no point in asking for feedback and a rating on your website if you intact are not interested.

Imaging if you will,  'Bob' utilises this service and has a positive experience. He rates the company well. The manager is so pleased he responds to 'Bob', there is a good likelihood 'Bob' will be a returning customer.

'Gary' utilises the service too. Has a poor experience. Dent rate so well (middle results). But after a few days he checks and there is no feedback or repose from the manager.

Ask yourself is 'Gary' likely to return as a customer. He had a poor experience and the branch manager couldn't take the time to reassure 'Gary' is feedback in important and will be followed up.

If you have and want feedback from your customers then you must respond to each and every one as part of that process.

Reinforce your appreciation from the 'Bobs' in the world. Reinforce your appreciation, Learn and improve your process' from then 'Garys'.

Ive got a mate:-

Have you ever heard some one say. 'Oh Ive got a mate that can do t cheaper', what about ' my neighbour is a plumber he'll do it for me'. What about a mate that says he can do it for a slab. Either you know of these people or certainly know the tradies. All to often you might need help on a project or something and someone will know someone that can help at a much better price. The problem with this 'bartering'  as a reciprocal exchange it is immediate and not delayed in time.

ask yourself how many times you asked for this favour, help and the other party dent show up for days, week, months and even years. You need to ask yourself do i want it now, can it wait is it worth a free service or cheap(er) service if you are in the hands of the other parties time. Sometimes it might be worth extra cost to have the service don't timely and in some cases properly (no corners cut).
Granted I'll give you not every tradie is punctual but you know it will be done right, by a licensed (plumber, builder, electrician etc.) And done in a timely manner, if that is your desire.

Your data/Information!

I was at an accountants office last week. We were working through a series of options. I soo noticed the accountant was typing data and information into his computer. It dawned on me that I 'the customer' have no idea what he/she is typing into the computer. Perhaps a slave screen that would allow me to see what he is entering into his system would be helpful.

I set about to see just how many other service providers sit on the opposite side of a desk/table and enter your data/information and you have no visual of that transaction.

Your local GP, Travel agents, Financial institutions (bank teller/clerk), some retail outlets. I think an opportunity for improvement and customer care would be to have a slave screen mounted on the back of the users screen so we the customer can se what data is actually being entered/recorded.

db

Safety, Quality, Delivery & Productivity.: Customers are not blind.

Safety, Quality, Delivery & Productivity.: Customers are not blind.: Over the years I have seen many, many bad practices that fly in the face of customers. Are you working in a process where your customer can...

Customers are not blind.

Over the years I have seen many, many bad practices that fly in the face of customers.
Are you working in a process where your customer can see immediately and directly what you are doing. I am not suggesting the following would be acceptable out of sight of a or the customer.

I have recently had to speak to a person who had her back to me at a local deli, she took a 'pinch' of coleslaw with her hand and ate it. She was making small tubs for display at the time. I am sure appeasing her appetite is a practice the 'deli' manager does not condone.

My concern was when she noticed me and I gave her my order she dint immediately change gloves.
Not a big deal as the first thing she touched was a bag. I stopped here and asked if she is going to change gloves. She said yes 'and did' and filled my order.

The quality failure here was her sampling the coleslaw where the fingers of the gloves came in direct contact with her lips. If she had not seen me waiting when she turned I dont know if she would have continued to make up small tubs with contaminated gloves or swapped them out. Her actual actions suggest the later.

ps. As I approached the deli counter I was she I heard the same clerk cussing out another staff member. But that is speculative.

db

Known Defects no corrective action.

I start here with a [title] for this post that pushes home my very observation of customer service.

An animal registration notice is received by a rate payer for their local council. The recipient of this notice is expiated to pay this registration renewal and goes about their payment process. 'BPAY'.

There are 2 BPAY options for payment BILLPAY or BPAY. The difference is payment to/through Australia Post over the counter or payment directly to the local government office via online means.

To carry out either transaction you need a Billpay code: (for over the counter) or Biller Code: (for online transaction). You all so need a ref:, a series of 13 digits that have some meaning to the payment receiver.

In our case here 'NO' Billpay code: or Biller code: is preprinted on the renewal notice. A ref: number is.
A call to the to the local government Customer Service department. The caller advised there is no Billpay code: or Biller code: on the renewal notice. While the CS rep taking the call was bright and cheerful. Her reply was the point of this post. Her reply was yes there was a printing error (In a Quality forum, a process that has a direct output to a customer 'ERROR' means (DEFECT).

No Corrective action seems to have taken place. Did the local government office re-issue the renewal notices. It appears not. Did the local government office issue a letter providing the relevant Billpay code: or Biller code:, again it would appear not.

I expect there was 100's of not 1000's of these renewal notices issued. The local governments office seems to have left it to their customer to phone in and get that Billpay code: or Biller code: or make payment in person at council office or mail it in.

Sure this is not a big deal. Sure it's a pet registration renewal notice. But when council issue a renewal notice that is emblazened with red  font Failure to renew registration by the due date may result in  penalties being issued.

Customer service has failed here, knowingly issuing a bill to rate payers that has a defect on it (i.e. the missing code). The ? is would they follow through with a penalty should payment not have been made by the due date. I expect they would.
db

From the bench - Market

I know what your saying. Our farmers have been doing it tough for a long time. I couldn't agree more. So we need to ask ourselves why?. Lets take produce as an example. Why have the large supermarket chains set specs and standards that make it so tough for our farmers to achieve. Traditionally farms are families. By that I mean generations run the land. The farmers managed to grow and supply the marketplace with fresh fruit and veg for in excess of 200 years.

The big supermarket chains. Dictate to the farmers what they will pay and to what standard the produce must be. Now the farmers can so no, noway. But that doesn't work. They will be forced to destroy the produce they can't see. In the past on every 'high st' strip shops was 1 maybe 2 green grocers. They still exist today but they are few and far between. While the big supermarkets set this standard, to which the farmers can and do meet its the low price they get for the produce.

There was nothing wrong with the quality and choice of the produce that does not meet the big chains spec/standard. This is the product the few and far between green growers get. Don't be swayed by the multi million $ marketing about freshest fruit and veg and best quality. The key word there was marketing.

I know its very convenient when you going your weekly shop to grab fruit and veg while your there.

Can I suggest shop local, buy local and where it is not inconvenient give you local green grocer a go. They too have the freshest produce. They too have high quality product.

From the bench - Service Industry.

Seems to me that Australia has moved to a service industry. With the bulk of manufacturing going offshore. More and more family business' are falling to the way-side.

Can we maintain, survive on service providers only?
We can try to minimise the loss of a lot of service providers. There are many many opportunities to be competitive right here in our own back yard.

In a lot of cases the owner operator doesn't have money or resources to spend on the business. But sometimes throwing money at it is not the answer.

Ask yourself how many times you have gone to a mechanic or panel beater. There are a few workers walking around doing what they do. But its up to you to find someone, interrupt them or get their attention to ask for help. I have been known to find myself 1/2 way through a workshop, before I found someone to help me. 1/2 way into an unfamiliar workshop un-aware of any safety rules etc:. I can't be the only person that has come across this. I know others have too.

What about the small reception or admin office. You step into it, its dirty (why wouldn't it be is tacked onto the workshop with a rollerdoor open in all weather), its cluttered, messy and unorganised with a chair or two covered in dust.

How can a customer feel valued and respected if you can't show pride in your workplace.
Additionally there may be a security risk to your employees. All employers have a duty of care with regard to safety and security of their employees.

There are so many things we can do in our workplaces that do not need to cost a fortune.