Customer feedback: practical advice
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The document is a practical guide on customer feedback, outlining when to seek it, methods for obtaining it, and types of feedback that can inform decision-making. Key points include the continuous need for feedback to validate changes, understand problems, and prioritize solutions, along with strategies for preparation and analysis. It categorizes feedback types into three thematic areas: destructive, preserving, and creative forces, each offering unique insights for improvement.
Customer feedback: practical advice
- 1. Customer Feedback: A Practical Guide Dipanjali Rao
- 2. What we’ll cover When do you need customer feedback? How to get feedback How to prepare Types of feedback and what it tells you Got feedback. Now what?
- 3. When do you need customer feedback? ALWAYS! Change, big or small Understand a problem Validate solution or idea Prioritise Decommission
- 4. Examples I’ll be using Re-platform Iterative changes Validation of concepts - insights
- 5. When do you need customer feedback? ALWAYS! Change, big or small Understand a problem Validate solution or idea Prioritise Decommission
- 10. “"Every time I use Origin's website, it has changed. I just want to use my electricity credit to pay my Gas account, and the procedure seems to have changed every time I try to do it. Being an ex-hardware person, I find software people bewildering! Glen Pope”
- 11. When do you need customer feedback? ALWAYS! Change, big or small Understand a problem Validate solution or idea Prioritise Decommission
- 13. When do you need customer feedback? ALWAYS! Change, big or small Understand a problem Validate solution or idea Prioritise Decommission
- 18. When do you need customer feedback? ALWAYS! Change, big or small Understand a problem Validate solution or idea Prioritise Decommission
- 21. When do you need customer feedback? ALWAYS! Change, big or small Understand a problem Validate solution or idea Prioritise Decommission
- 26. Questions?
- 27. How to get feedback Easy Minimal setup Repeatable
- 38. “yous a disgrace and thanks a lot when I tell my kids there going to be no Christmas and thanks a lot when I pay this I not even going to be able to by the food to feed them and yet still work out iHow can you sleep at night knowing that you are sending hard working Australians to the wall. You are all that is wrong with this country am in tears now because I got know idea how am in going to pay this bill and thinking about I mite have to sell my car just so I can keep the lights on…you people are that greedy you have no compassion for a human life but the money you get in your pocket, and that makes me sick ,” Because Origin help themselves to my bank account when unexpected and leave me with no food money. I would not recommend Origin to anyone who can't afford the unexpected debits.
- 43. 🤦 🤦 Email address Survey platform Legal + Privacy Do not market
- 44. Questions?
- 47. Types of Feedback Shiva Vishnu Devi/Shakti
- 48. Brutal Destroys imperfection Sometimes essential for new creation Types of Feedback – Shiva the destroyer
- 49. Types of Feedback – Shiva the destroyer • Indicative of things like trust and loyalty • Likely to impact morale • Only recommended in low doses
- 50. “Utter utter rubbish…Everything else was working fine, idiots! The only reason the government doesn't sell of this pathetic organisation is because the entire thing is not worth the price of a postage stamp” “thieving scum…scum cnts. put prices up and service has gone down, scabby bastards “Go and fuck yourself, Im going to a new company, try and get my money now dogs.” “lol this app is just fucked and deliberately made difficult on purpose ,,,ahh fuk off” “This has to be the most convoluted horrible system in the history of systems” “Evil necessity of life”
- 51. Types of Feedback – Vishnu the Preserver Preserves creation Maintains balance between good and evil
- 52. Types of Feedback – Vishnu the Preserver • Pragmatic • Balanced • “Keep it going”
- 53. “the usage graphs are very useful and now that they are nearly up to date I look at them every couple of days so I don't really need any further information” “Great ideas. Please put these suggestions into practise please :)” “I love knowing where my parcel is, but I normally have to click a link via an email. Because most of my purchases are sent via Aust post, they all just appear in this one app. It's nearly as good as receiving the item.” “Good basic service”
- 54. Types of Feedback – Devi / Shakti the creator The power behind existence Creative force of the universe
- 55. Types of Feedback – Devi / Shakti the creator • New ideas • Challenge thinking • Detailed • Expert users
- 56. The thing I would love to see differently is a better way to toggle between my gas and electricity - currently I select between 2 very similar versions of my address - would be great if the account type was indicated” “1. A "Nett" figure for usage (Usage less Solar Generated). In Kwh and Dollar terms. Perhaps shown as a "line" rather than the bars on the graph. 2. "Greenhouse gas emissions" - Should be "Nett" emissions. Do they include a deduction for Solar generation? 3. "Greenhouse gas emissions" need to be expressed in a relevant format, used by most consumers: For example, Compared to a car kilometres travelled. "3 airfares to Sydney" does not mean much. 4. A comparison of usage and nett usage, compared to other similar households. ie: Family size, rather than house size, or including extras such as Pools, etc. 5. The estimated bill, after net usage & solar are calculated, also needs to include all other charges and credits / concessions. Otherwise the "estimated nett usage" can be wildly different from the actual bill total.”
- 57. Types of Feedback – I didn’t ask that?? “What a complete cock up of a app that worked well. Whoever thought this was a good idea should be sacked.” “I would strongly recommend using a professional market researcher to design your surveys next time." “The data presented the way it was previously to your upgrade. What bright spark convinced management to go this way. Sack the bright spark as well as those in management to thought this might be a better way to present data.”
- 58. Types of Feedback – LOL I am angry with your lack of service. Get you act together on the basics before you worry about the carp in this survey
- 59. Types of Feedback – Ummm….
- 60. Got Feedback. Now what? Hungry hungry HIPPOs Analyse and share Morale Response
- 64. In Conclusion.. Make it easy Set the right expectation Analyse Shiva, Vishnu and Shakti – all useful Balance
- 65. “Why does everyone have to keep changing things in this world. ARE YOU ALL BORED OR ARE JUST CREATING JOBS FOR YOURSELVES.” Thank you