Research into Actions
Or what an independent osteopathy clinic in Thrapston can do that many organisations would give their eye-teeth for!
They don’t refer to their patients as customers and yet they are instinctive providers of customer service, never having attended a customer satisfaction course in their lives.
- They segmented their customer base by frequency of visit, length of relationship and date of last visit
- They logically worked through which would be most efficiently targeted using their finite budget
- They developed and administered a short 10 question survey covering such as: satisfaction with practitioner, parking, waiting room, value for money (time paid for was valuably used)
- All members of staff were involved from admin to practitioner
- All staff were party to the results and were encouraged to input their suggestions for improving areas which customers said could be better
- They produced a poster for the clinic (see below) and included the results in their newsletter which is sent to every consenting customer
When these actions are overlaid on Customer Champions’ Maximising the Value of Customer Feedback cycle below we can see the measurement aspect is ticked, both areas of communications (external and internal) are more than covered, and actions were both planned and deployed. With no dedicated Customer Insight department or Market Research personnel and a tiny 3-figure budget they have succeeded in closing the cycle where so many fail (95% according to our research).
Take the next step
If you would like to talk more about getting actions from your research and the delivery of a memorable customer experience, please get in touch.
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