系统的评价和分析客户的费用dback information

Commercial testing laboratories cannot exist in isolation. Sustained growth requires an ever growing satisfied customer base. The importance of customer feedback and its review was emphasized in an earlier article –Customer feedback review – Essential for sustaining a rising growth.

It is common practice for all laboratories to seek customer feedback from time to time or even regularly. Unfortunately in majority of laboratories such information after collection ends up in files and folders and no fruitful decisions are taken for improvements based on such potentially useful resource.

In the present article some suggestions are advanced for seeking customer feedback and on making effective use of such inputs.

How to obtain customer feedback and utilize it effectively

几乎每个实验室或服务行业都在进化令人印象深刻的反馈形式，这些表格寻求不同的服务参数等级，例如响应的迅速，服务质量，及时交付，与实验室领域的沟通满意度，测试设施的可用性等这些公司也是如此寻求向其他客户联系人的服务建议评级。但是，如果收集的信息未用于改善服务质量，则此类反馈仍然只统计，并且确实没有有用的目的。诚实地说，事实证实这是一个徒劳的运动，涉及许多实验室工作人员的努力和时间。

Apart from sending feedback forms along with test reports it would be a good idea to seek feedback ratings during customer visits by field staff and through telephonic calls by customer care executives. This adds a personal touch and could also encourage the customer to put across honest opinions.

Feedback received from different sources requires to be listed under different heads for trend analysis.

It is strongly recommended that feedback under different heads be reviewed on weekly basis collectively with laboratory sectional heads and remedial measures and suggestions should be discussed at length.

Serious complaints and negative feedback should get higher priority and in such cases senior management should even personally visit such customers to iron out adverse opinions and resolve issues.

It would not be out of place to arrange group meetings from time to time in different marketing zones with customer groups and informally discuss steps that can be taken for improvement in service quality to customers.

必须考虑到客户关系的改进不是一次性活动，但它是一个持续的过程，可以促进业务稳定增长。此外，满足客户的口碑建议也是更好的广告选项也是如此。

In short it can be said that time and effort spent on customer feedback will give guaranteed growth in business by fostering cordial relations with your customers who in due course will become your future progress partners.