Develope and Implement Service Practices Client Feedback

Question:-

List four tools or strategies that you can use to gather client feedback on service provision

Answer:-

Four tools and strategies that can be used to gather customer feedback on service provision are reviewing chat transcripts on the websites, net promoter scores, website surveys and buyer persona survey template (Khadka & Maharjan, 2017). Customer service chat sections can have ratings of service and also the transcripts are available for scrutiny which not only helps in understanding the level of customer satisfaction but also determines the quality of service provided. Net promoter scores have only one question to which the customer responds with scores between 0-10, where 0-6 indicate dissatisfaction, 7-8 indicate indifference or neutral opinion and beyond 8 is satisfaction. Website surveys are commonly applied where customers can provide feedback by pressing the feedback button. Buyer persona survey templates are freely available and provide the most detailed feedback due to the multi-question approach.

The first barrier to consumer participation would be the lack of information. When the customer support team is unable to provide adequate information, customers do not understand the process of participation.

The second reason would be the lack of literacy. Not all customers are educated enough to take part in the program especially when the key target market is low income groups such as farmers.

The third reason would be indifference on the part of the customers when customers do not care about participating. This is common in one-time customers.

The fourth reason would be cultural beliefs of customers. Cultural beliefs can influence how customers perceive service quality and participation in programs (Nathan, 2004).

The fifth reason would be insufficient infrastructure which involves inefficient use of the internet in implementing program planning.