Staffino captures customer feedback to help businesses understand what their customers love – and what they could be doing differently
What does your customer think of your business? It’s a simple question, but the answer may be complex. They might think the product’s great, but the service is terrible. They might think you’re a well-kept secret or style over substance. If you really knew what they thought, how would that change what you do?
“Statistics show that there were a total of 173 million issues with products and services last year, and only just over a quarter of these were actively raised with providers,” says Stuart Jackson, chief executive and co-founder of Staffino UK Ltd, quoting a recent Consumer Action Monitor from the Ombudsman Services. What’s more, he says, in his experience, “that number is probably on the low side.”
“Technology is changing the landscape too, with bad feedback on social media damaging a brand’s reputation, putting off potential customers”
The same report says that 69pc of consumers say they are resigned to poor service in one or more sectors and 30pc choose to switch providers or spend less because of disappointing experiences. Technology is changing the landscape too, with bad feedback on social media damaging a brand’s reputation, putting off potential customers.
With today’s consumers tending to be less loyal, and competitors making it easier for them to jump ship, actionable feedback is crucial to businesses that want to attract, engage with and keep customers.
Staffino captures customer feedback to help businesses understand what their customers love about them – and what they could be doing differently. What makes them different from other customer engagement surveys?
“We got into the industry when we noticed that there was a stagnation within the sector,” says Mr Jackson. “Old approaches were being reskinned and repositioned but, they weren’t offering anything new beyond established metrics and surveys.”
Staffino believe their job goes beyond where most other customer engagement surveys stop. Their core approach focuses on communication channels, capturing written feedback against specific data points – often interactions between employees and customers – then providing the means to correspond about this feedback with both customers and employees.
“It’s really offering insights at two levels,” explains Mr Jackson. “There’s the micro level, where we can see how effective customer services are on an individual, as well as a macro level by capturing metrics that are providing a holistic view of the organisation’s service quality.
“Staffino believe their job goes beyond where most other customer engagement surveys stop”
“By opening communication internally, sharing positive feedback direct with employees and utilising negative sentiment as coaching points, provides immediate benefit beyond measurement.”
By focusing on applicability and – more importantly – the benefits of engaging with both external and internal audiences in the right way, Jackson believes Staffino provides the best strategic approaches, with specific outcomes front of mind.
“Businesses put the customer front and centre of course, but we’re giving a broader view, thinking more about stakeholders – customers, operational staff, management or board members. Much of this is achieved by providing communication channels – between the organisation and the customer, by sharing positive feedback with staff dynamically and internal discussion tools to help coach employees in relation to less favourable feedback.”
For more information, visit staffino.com