Atalian Customer Satisfaction Tool

When your company sees the customer experience as an absolute core to what you do, you have a customer-centric culture. Customer satisfaction brings meaning to your organization, forming the basis of both internal and external communication and providing the driving force for action. According to research carried out by Deloitte and Touche, customer-centric companies are 60% more profitable than those not focused on the customer (Kostis Thaniotis, 2019).

Hence, businesses are looking at the customer feedback tool as a foundation for this success. If we don’t know what’s right, we can’t do more of it. If we don’t know what’s wrong, we can’t do less of it. Without customer feedback, we are destined to fail. (Brian Halligan, 2020)

Enhance Customer Experience

Atalian’s Customer Feedback Tool is a vital tool to gain valuable insight from our customers and helps our company to:

• Assess customer needs and develop relationship strategies and programs that produce business value and favorable customer experiences.
• Monitor customer satisfaction and recommend approaches Atalian can implement to serve our customers better.
• Identify on the ground issues and quickly provide solutions.

In the end, this tool helps to deliver a consistent customer experience – ongoing during the contract, at renewals and afterwards. Through their feedback, we can get helpful information and feedback and suggestions that can inform our follow up.

The best way to give the best customer experience is to find out what the clients think. Customer loyalty is the result of the company consistently meeting and exceeding client expectations. Loyal customers grow a business faster than sales or marketing. Customer reviews go hand-in-hand with customer loyalty. Good reviews will drive prospects to your business, excellent service will convert prospects into clients, and satisfied clients will leave good reviews!

The customers are the ones who have set the standards high in terms of immediate access, quick response times, and a smooth online journey. As a result, organizations are shifting gears and making an effort to cater to the customers by providing excellent customer experience (Erin Gilliam, 2019).

Gathering Information from Clients

New research published in the Harvard Business Review found that the act of just asking for customer feedback in itself is enough to keep customers from churning and coming back for more – even when they do not respond to your request. Customer feedback has become one of the primary drivers of long-term growth. It also helps acquire new customers. That’s why any organization should jump at every opportunity to talk to the customer or learn about them.

Atalian acknowledges how important each of our clients is to our business. Hence, Atalian’s customer feedback tool is an essential component to gather information and feedback from our customers to get to know them and increase their engagement and loyalty. We want to stay connected to our clients, streamline processes, and improve their experience with our services using Atalian’s customer feedback tool. Here’s how it works:

1. Ask for customer feedback: We ask the customers for feedback to gather information on five critical areas related to services realized, site management, contract management, sustainable environment, and general satisfaction.

2. Categorize the feedback: We categorize the input into different services/operation levels based on the issues. This information helps the overall Customer Accounts Manager (CRM) for the region so that they are aware of problems and can quickly come up with solutions.

3. Act on the feedback: We act on the feedback by sharing it with others who can implement changes. We turn the information into actionable items to tackle the customer obstacles and roadblocks with both reactive and proactive methods:

• Reactive: addressing issues reported by customers
• Proactive: planning ahead to foster a higher rate of satisfaction and success

4. Follow-up with customers who shared feedback: We will follow-up with customers who gave feedback on our services.

New research published in the Harvard Business Review found that the act of just asking for customer feedback in itself is enough to keep customers from churning and coming back for more – even when they do not respond to your request. Customer feedback has become one of the primary drivers of long-term growth. It also helps acquire new customers. That’s why any organization should jump at every opportunity to talk to the customer or learn about them.

Our customers will find it easy for them to give feedback with Atalian customer feedback tool as our Atalian staff will be onsite with them filling in the feedback tool on a tablet which the customer can sign on screen for security and to know that their feedback has been recorded and will be followed up. We strive to make our client’s life a little simpler with our customer feedback tool that is user-friendly and easy to use. We aim for an immediate response and follow up to make our customers feel appreciated for their feedback, both positive and negative.

If we don’t get customer feedback, we don’t have the information to inform solutions. If we don’t routinely follow-up with customers, we risk losing trust with them. If we don’t do justice to their feedback, they won’t share feedback later on, and we run a higher risk of negative results because we’re not capturing the good and bad feedback from our customers.

Achieve Customer Satisfaction

We understand our customers desire a prompt response time. Our customers would be willing to leave feedback if they knew they would get a fast response. We can improve this by:

• Publishing a report with our customer feedback so far and how we’ve implemented it
• Mailing thank you letters to people who gave you incredible feedback
• Personalizing an email response to genuinely thanking them for taking time out of their busy schedules to provide feedback

To identify overall trends in customer satisfaction, we must set a benchmark on how satisfied or unsatisfied our customers are today. Then we can ask the same question at set intervals to understand how our customer satisfaction changes over time. It also helps us identify trends and solve new customer issues. It’s essential to engage with the customer throughout each step of their experience. And the obvious way is to focus on customer feedback.

We will look at the opinions that our customers have about our services. This process provides powerful insight into our service and can help improve our offers. To enhance our customers’ experience, we will contact them regularly. Follow up on the issue that they reported or provide the exact date when we will contact them again if the problem is more complex to ensure we compensate them for their unsatisfied experience.

Especially nowadays when the competition is just two clicks away, it is essential to tackle any problems or misunderstandings immediately. Any unsatisfied customers who provide feedback are valuable as well. Their response plays a vital role in improving services and solutions that we can provide to new clients.

With more than 75 years of experience in the Facility Management sector, Atalian can offer personalized solutions that respond to the constantly evolving requirements of clients across different sectors. This modern, secure, feedback tool shows its commitment to continuing to improve and evolve its approach to serving its customers. Contact us now!