InsightIQ Blog

Eating Our Own Dog Food

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Feb 23 2009

Okay, I've always hated the saying about eating your own dog food, but in this case, I think it's appropriate.  And if you're reading this, it means it got your attention! One of the basic tenets of our Customer Experience platform - and a differentiator for us - is that we examine the customer experience from a customer's perspective. So, it's only fitting that we ask our customers about their experience with us.  And now, with the launch of our new (and much improved) customer satisfaction survey, we have put in place a tool to help us understand and measure our customer's perspective of how well we understand and address their needs. 

Customers can respond anonymously to the survey - a way to ensure that the responses we get are candid. We are also doing something new in this survey - we are asking customers how they'd like to continue to engage with us.  For example, we're asking customers if they're interested in collaborating on an article with us, or providing a reference. We're also asking about their preferences for getting communications from Quaero.  Do they like to hear from us monthly?  What kind of information is important for them to get from us?   

Of course, getting the feedback and hearing from our clients is important, but not as important as using the information. Too many companies ask customers for feedbackor preferences, but don't act  on the information.  How many times have you provided feedback to a company, and never heard from them again?  We were careful not to ask anything in the survey that we won't be able to manage.  But, we will still need to be diligent about how we use the information and make sure that individual preferences are met.  I wouldn't be happy, for example, if I responded that I'd be interested in co-developing a case study, but then never heard from anyone.  

In addition to adhering to preferences and requests, it will be important that we use the findings to continue to improve our engagement deliveries and practice methodologies.  Are we doing a good job overall, but our clients are looking for a higher level of strategic insight from us?  How and what should we incorporate into our thinking and engagement delivery?  Of course, in order to be able to identify these kinds of insights, we will need to track and manage our survey data over time, to identify and act on trends.  

As you can probably tell, I'm excited that we're launching the survey.  I know that everyone - myself included - get tons of surveys and that they can be a drag to complete. But, it's also an important way to systematically understand our customers' experience with us - and allow us to continue to build and improve on our customer relationships.   

Let me know what you think about surveys - what you like and don't like.  Would you like to be a customer and take the Quaero survey?  We will be monitoring the survey responses and fine-tuning over time to make sure our survey is easy to complete, and provides us with actionable insight.

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Mar 27 2009

Sarah said:

I recently came across your blog and have been reading along. I thought I would leave my first comment. I don't know what to say except that I have enjoyed reading. Nice blog. I will keep visiting this blog very often.

Sarah

http://adoptpet.info

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