Most customers are interested in gaining information about the business they are shopping in. If customers know that a store is regularly visited by mystery shoppers, customers will know that the business they are looking at should have a great customer service as the store is being looked after and tested which should satisfy most customers.
Staff feedback
Members of staff play an important role in their organisations. Managers should always listen to their employees and meet their needs and expectations just as much as customers. If a new employee has been employed business owners may have to give training to make their business look more professional and so that members of staff have knowledge about their organisation to feel more confident while they are carrying out their job role.
Customers would be satisfied if member of staff are happy as employees only perform a great service if they are in a good mood. If members of staff feedback to their managers and employers meet the staffs needs and expectations then members of staff will stay happy and satisfied which would allow great quality of customer service.
Checking whether the business is getting new customers
Customers get attracted by special offers set out by organisation. It is important that new customer visit different stores as popularity would rise. Having the same customers visiting over and over again would keep the business on the same level as no new customers would have experienced the service of that business. This is why most businesses promote their businesses by putting out posters and logos.
Checking that the business meets legal requirements
Often, customers tend to find out if businesses are meeting legal requirements as they want to be sure that the businesses they are shopping in is 100% secure.
If businesses have not contacted the HMRC and HSC, customer will slowly refuse to shop in that particular business as there is no guarantee of security for the customers.
Finding out if staff are happy
Customers would be satisfied if they know that employees are treated well and are always in a happy mood as this changes bad environment into a peaceful and happy environment.
At Merton College members of staff are always happy and students are satisfied as the environment they study in is a peaceful place.
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Organisation
Customer feedback
Gaining customer feedback would help organisations to change their products and service to a higher standard. Customers give feedback on customer service, products, environment, cleanliness of stores and employees etc.
At Debenhams (Wimbledon) Products and services change as soon as customers mention a weakness while giving customer feedback which is done face to face employees talking to customers.
Questionnaire
Customer feedback can also be done through questionnaires as customers are asked questions linked to the organisation and the answers are the key to the improvement of the organisation. This would be the easiest system to get customers opinions about businesses and that is why most organisations use questionnaires.
Questionnaires can be done online, trough the post, over the phones or handed out to people in stores or streets. Now days the online questionnaires are more often used as this can be accessed from work or at home etc.
Comment cards & boxes
Comment cards and boxes are very useful for organisations. It allows customers to comment their opinions on cards and then put it in a box for the organisation to read them at times to develop their products and services.
Mystery shoppers
These shoppers often get sent to businesses in competition with the organization they are in them selves so they can find ways to improve their business and win the competition.
Checking sales figures
In most Organisations, cashiers sign in before they get their till so managers know who has a till and who has not. While members of staff are selling to customers’ trough their tills, everything that has been sold or refunded would be recorded and would be printed in the end of their shifts on a receipt. This would then be counted up for businesses to know their sales figures trough out the year, months or days.
It is important for businesses to know how much money they make daily. This allows managers to gain information about how much money the business is making through out the year. Checking a business sales figure can tell if the figures need to improve, and if they do then manager would have to find a way to improve them.
Checking turnover
Turnover is a ratio of workers that have been replaced over a period of time. A lot of staffs leave their jobs for different reasons such as; moving to new area, not happy at their workplace or they found a better job etc. If as business looses more than 40% of their staff that business could collapse easily. This is why it is important to keep checking the staff turnover of businesses so managers/ owners know when to employ new crew members.
Checking whether the business is getting new customers
Gaining new customers is a very important aspect for businesses. This allows the business to grow, improvement of sales figures and a growth of the number of customers. A lot of businesses attract customers by setting out special offers such as; buy one get on free, buy one get second half price, free delivery, discounts in percentages and buy products for less etc.
Checking that the business meets legal requirements
It is a lot of paper work but allows organisations to run fluently without any problems. This is why popular businesses are successful as the HMRC and the HSE are happy with the businesses.
Organisations are covered by the HSE for any accidents that happen with in the company and the HMRC are the tax takers which is a legal requirement.
A lot of businesses get shut down because they do not meet legal requirements such as; not informing the HMRC that the business exists, not completing a self tax return to send of to her majesty’s revenue and customs or not contacting the HSE known as the health and safety executive etc. These legal requirements are very important as business can collapse if legal aspects are not completed.
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Employee
Customer feedback
When setting out a system to gain feedback from customers, it is not always important to get great comments as bad feedback would allow businesses to improve on what is lacking.
Allowing customers to comment on businesses could lead to a lot of advantages as customers may think that organisations are actually interested in what customers have in mind. While keeping interest in customers it is also important to keep a positive attitude while questioning and when preparing a Questionnaire appropriate language must be used as this will help businesses to develop their communication skills and gain feedback from customers at the same time.
Staff feedback
It is important for managers to listen to staff and meet their needs and expectations, this is why professional businesses ask staff for feedback and gain information about how employees feel about working at that particular business.
While gaining feedback from members of staff, it is also to question them about how customers may feel about that business and if they are satisfied with the products and services.
Finding out if staff are happy
Employees should always be happy in the organisation they work in and it is the mangers jobs to find out if staffs are happy. Business owners should always be ready to provide employees with everything needed and expected. This can be done by asking staff for feedback one on ones, Employees comment cards or questionnaires for members of staff etc.
