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Methods of formal and informal customer research

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Reference no: EM132603331

1. Discuss the following methods of formal and informal customer research and feedback:

a) Analysis of the competitive environment and industry trends in customer service

b) Customer service surveys with structured questions

c) Customer focus groups

d) Feedback from service delivery colleagues over the course of each business day

e) Questioning customers informally

f) Observing customers

g) Regular staff meetings that involve service discussions

h) Staff surveys

i) Internal customer surveys (colleagues/other departments etc)

j) Improvements suggested by customers involved in complaints or disputes

k) Improvements suggested by suppliers

Improvements suggested by staff, supervisors and managers

Reference no: EM132603331

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