Arundel Street Consulting


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How can we get feedback from e-commerce clients?

Question:

All of our business is done over the web and by email, so we seldom see our customers face-to-face. How do we know how we are doing?

Methods:

Annual Web Survey

Response:

We worked with a cross-functional team to develop a client satisfaction survey. The survey is announced by email and delivered over the web. Year-to-year comparisons in all key areas allow them to monitor changes.

Impact:

Service issues have been identified and addressed in the organization. The impact of the changes has been positively reflected in subsequent surveys.