Gatewood Consulting | Training Solutions | Leeds

The murky world of customer feedback
In this third article, we’re going to look in more detail about Net Promoter Score (NPS) and its history. Predominantly because in my experience it seems to produce the marmite effect on both people and organisations in that it’s either really...

Chasing the Career dream 
There seems to have been a “dream theme” running through the last few days and it made me wonder how many people pro-actively go out and chase theirs. There are a million and one songs and quotations about dreams “You’ve got to...

Hair dressing down- service that was not a cut above
Those of you who follow my blog know how important delivering fantastic Customer Service is to me. I talk a lot during my training about how the experience is more than a single event and there is often a huge emotional attachment to the experience....

In part 1 we established the need to seek and measure customer feedback to make both customers’ lives simpler and easier, and to also deliver tangible business benefits, namely increased sales, profitability and cost savings.
The initial call to action is to start to capture customer feedback regularly if you’re not doing it already. If you are or you’re about to start there are 3 types of measures and questions you should think about incorporating. These are...