Disclaimer: The results of all Customer Experience Audits™ are confidential and never publicly disclosed unless by written request of our client. The subject of this article is not and has never been a client of Linette Montae International. The opinions expressed are solely based on my customer experience during the visit referenced. I have not been paid or compensated in any way for my opinion. Your due diligence is highly recommended.
I am 100% in favor of asking for customer feedback – not just during a purchase but throughout the customer relationship, before and after the purchase.
However, there is a good, better and best way to go about obtaining “voice of the customer”.
For this P3 Quick Tip, I want to use my experience today at McDonalds.
Now, I am not a big fan of fast food but sometimes I just want those hot crispy french fries and their strawberry milkshake.
I used to dread going to McDonalds because the employees often had a super-sized (bad) attitude to go with those fries and I rarely had the patience to ignore it. But I must admit, I am impressed with the great improvement in McDonalds’ customer service – although still not consistent across the brand, it is a start.
Today, I noticed something I had never seen before, and I guarantee most customers are equally unaware.
For some reason, instead of just tossing my receipt like usual – I looked at it and was surprised to see an invitation to complete a survey right at the top of the receipt.
Here’s what was good:
Here’s what could have been better:
Here’s what would be best:
It’s one thing to say you want to know what customers think – it’s another thing when you make it easy for them to tell you. ~ Dr. Linette Montae