Informal Customer Feedback

Asking customers face to face about there experience with the comapny. e.g when you finish a meal and a waiter asks you if every thing was fine, this is a cheap, easy and informal way of getting customer feedback. Other methods can be watching customers as they enter and leave and having a chat with them.

Customer questionnaires/comment cards

Many organisations would leave comment cards on your table for you to comment on leaving feedback on the service and any suggestions.

Many organistaions may want to ask more information than they can fit on a comment card, so they would issue a questionnaire for customers to complete.

These can be done on the web as online questionnaire or they can be hard copies found in hotel rooms etc.

Staff feed back
Staff feedback is done internally, staff deal directly with external customers. They can therfore pass on comments made by customers - both postive and negative. Staff are internal customers so thier views are also important, if they are unhappy they will say why and may even leave.

Mystery customer
A mystery customer is someone who would be sent by an organisation to assess the staff. They check the speed of service, the way it is delivered, attitude and customer service of staff. The mystery customer would act like a normal customer and how a normal customer would act.

Compliants Letter.
If a customer experiences something they are not happy with, they would sent a letter of a complaint. This would be if a customer wasnt given a refund if there product was faulty.


Complinment Letter
A complinment letter is when a customer wants to let the company know that they had a good experience e.g if a customer was treated well in a resturant.