Getting started with Viewpoint (A customer feedback company)
Gathering customer feedback is crucial for any organisation aiming to enhance satisfaction and loyalty. At Viewpoint, we believe that no journey should start without a map, which is why our first step involves sitting down with you to plan a feedback strategy tailored to your goals.
Whether you have questions in mind or need guidance on where to begin, we collaborate closely to define who we need to contact, how to reach them, and what insights we aim to uncover. From designing the right surveys to collecting and analysing data, each step is crafted to ensure we yield actionable intelligence.
Our approach not only helps you understand your customers better but also demonstrates to them that their voices are heard and valued.
Step 1: Plan Your Feedback Strategy
Step one is to sit down and plan the feedback strategy. This may start with you telling us what you would like to know and which customers you need to contact. Alternatively, you may know you need feedback, but not know who or what to ask. We sit down (in person or virtually) and talk through your goals, and what we need to do to achieve those goals. The plan is a great step to define how many people we need to contact, how we need to contact them and what we need to find out.
Step 2: Develop Survey Questions
Step two is starting to implement the plan by thinking about what questions we need to ask your customers to uncover the information you need. This could be an NPS survey, a CES survey, a CSAT survey, a TSM survey or a completely customised solution.
Step 3: Collect Customer Data
Step three would be collecting the data required to carry out the survey. This usually involves exporting a client (or membership, or employee) list from an internal database. We would then sign a data sharing agreement and arrange a secure data transfer through our AES-256 encryption system.
Step 4: Choose Contact Methodology
Step four would be to decide on the preferred methodology of contact. This would depend on what we believe, as a partnership, would yield the best results and what would be most convenient for your customers. This could be a digital solution, by phone, or a blend of both. We usually find this to the best method as it provides a rich mix of quantitative data (stats) and qualitative information (the reasons behind the data) that will uncover the intelligence your organisation requires to achieve it’s goals.
Step 5: Determine Survey Frequency
Step five is determining the correct frequency of survey to achieve your organisational goals. This could be monthly, quarterly or an annual survey. To prevent survey fatigue, we would segment your customer list so customers aren’t contacted at every interval.
Step 6: Present and Analyse Results
Step six would be to present and analyse the results. We are fans of producing custom Power BI dashboards for each of our projects. This provides a clear and effective way to understand the results in a meaningful way.
Step 7: Act on Feedback
Step seven would be to feedback the results to the relevant parties and take the necessary action. As part of this process we would recommend feeding the information back to your customers to demonstrate you are listening and acting on their feedback. This is called closing the loop and is arguably the most important step in the process. Organisations that close the loop are likely to see improved customer satisfaction and an increase in loyalty. Which is the whole reason we do customer feedback (and why at Viewpoint we are so passionate about it!)
We’re a friendly bunch at Viewpoint and are happy to discuss your ideas whether we are able to help you directly, or just provide advice for you to achieve the best results yourselves. Please drop us a line or request a Free Trial Of Our Customer Feedback Service where we will survey a segment of your customers and provide a results dashboard for no cost, just to see if you’re happy with our service. We like to practise what we preach!
