Informal Customer Feedback

when you finnish a meal and a restaurant assistant asks you if everything is fine, this is a cost-effective, easy and informal way of getting customer feedback. other methods may include watching and talking to customers. many businesses will do this, they will make notes on the comments people make, and how long they will look at a particular display. they may also make a note on whether they make a purchase or not. For example A business such as Thorpe Park will do allot of this around the park, they may take notes on whether people enjoyed rides and also watch them as they enter and leave the park to see how they are feeling.

Customer Questionnairs/Customer Comment Cards

Questionnaires are used when you want allot of feed back about your business, this can be used to improve your business. Comment cards are used for smaller suggestions. Thorpe Park for example will use these to find out what customers like about the park and what they suggest for new ridews and features.

Staff Feedback

Staff feedback is very valuable. firstly as many staff deal with external customers. this makes it possible for the staff to pass comments on that have been made by customers, both positives and negatives. Secondly staff are internal customers, this means that their views are very important. for example if many staff were leaving thorpe park it would be sensible for thorpe park to find out why this is happening. They would probably do this by holding meetings and talking to staff that have already left.

Mystery Customers

Many retailers will invite and employ mystery customers. These mystery customers will visit stores and assess staff. They will also have to check competitors stores to compare and contrast service levels. they may look at the: Speed of service
The way the service was delivered
The attitude of staff
The quality of the finished result
One example of this happening was during the big MRSA scare where hospitals used mystery customers to make sure staff were washing hands.

Complaint letters

If a customer makes a complaint this may indicate a problem within the business. If many complaints come in about the same thing an efficient company will look into the matter quickly. For example if there is allot of complaints about dodgy food from a restaurant in thorpe park, Thorpe Park will need to look into this and solve the problem.

Compliment letters

If a customer makes a compliment letter the park gets gratitude for doing something good, for example Thorpe Park may put this in the staff newsletter.