The British Heart Foundation has achieved a score of ‘Excellent’ on the independent reviews website Trustpilot.
That’s a good thing. And we could have left it there and been happy with that. But instead we want to integrate this customer feedback into business improvements.
We use the feedback our customers give us learn how people are using the products and we share that with the trading teams for product development.
When customers tells us that delivery was fast that tells us that we’re getting it right. But that doesn’t mean we can’t get it more right and that we shouldn’t stop looking for ways to improve.
Customers repeatedly asking similar questions tells us that we aren’t giving them the info they want up front. That’s definitely something we can fix.