How do you prioritize and act on customer feedback in SDM?

In my Service delivery experience, feedback is like gold dust. It's how we figure out what we're doing well and where we need to improve. For instance, a café aiming to enhance pastry freshness sets a 20% improvement goal. Through customer surveys and trial adjustments, they achieve this. Feedback goals show commitment to excellence and lead to tangible improvements.

An example once you have gathered all KPIs for the customer stratification and feedback. One will need to put together a Service Improvment Plan (SIP) to align lead resource accountability with customer expectations and addressing issues at hand.

In my experience, Customer feedback is a treasure trove of insights, sourced from diverse channels like surveys, reviews, social media, and more. To truly grasp customers' sentiments, it's crucial to cast a wide net, employing various methods. Quantitative data from online surveys gauges service performance, while qualitative insights from phone interviews delve deep into customer relationships. Social media offers real-time, informal feedback, shedding light on brand reputation. By embracing this multifaceted approach, businesses gain a holistic understanding of customer experiences, paving the path for targeted enhancements and stronger connections.

I agree with this completely how can you improve with no feedback. We send out monthly surveys and collect evidence for our team to discuss on a regular basis. It is very frustrating after delivering excellent service to a customer and being ghosted. Gaining feedback from customers who do not value your services can be challenging for several reasons: Lack of motivation: Customers who do not value your services may not be motivated to provide feedback. They may not see any benefit in investing their time and effort to provide feedback if they have already made up their mind about not valuing your services. Without a perceived benefit or interest, they are less likely to engage in providing feedback.

When dealing with feedback, organization is key. Here's a quick rundown of how to categorize and prioritize it effectively: Gather Feedback: Collect insights from surveys, reviews, and social media. Categorize: Sort feedback into groups based on themes or topics, like product quality or customer service. Prioritize: Use criteria such as urgency, impact, and alignment with your goals to rank feedback. Tools and Techniques: Utilize feedback matrices or management software to streamline the process. Consider Validity: Assess the reliability of feedback sources to ensure accuracy. Avoid Bias: Stay objective and prevent any distortion in prioritizing feedback.

Feedbacks are not trophies and your goal should not be to collect too many and stay idle about them, In most delivery organizations, there are too many methods to gather customer complaints and feedback. However, very little actions are taken on them. That should not be the case when it comes to addressing customer feedback. If a customer has to provide you with the same feedback once, twice or more, and you haven't done any improvement or presented them with any action plan to address their concerns, they will lose the trust in your service and expecting any improvements from you. Instead always focus on the improvements you can provide them and if its taking time, clearly communicate that to customer don't wait until all is fixed.

In SDM, prioritize and act on customer feedback by first categorizing it into relevant areas like bugs or feature requests. Analyze its impact and frequency, then rank it based on urgency and alignment with business goals. Integrate high-priority feedback into the development roadmap and communicate changes to stakeholders. Implement the feedback thoughtfully, monitor the outcomes, and adjust as needed, creating a continuous improvement cycle that keeps your product aligned with customer needs and expectations.