Closed-loop Feedback: A Comprehensive Guide



I recently bought a very expensive pair of Colorblind Glasses from Pilestone. But they didn’t work! I requested a refund but the app somehow created a replacement request. 

The glasses were picked up. But I didn’t receive any replacement or the money!

I reached out to customer care which I heard was very good. They asked me to wait for a week. After a week, they referred me to some other department. And a week after that, they said that the refund has been processed but it’s the bank’s fault!

I received the money after one call to the bank. But, I am NEVER going to buy from the Pilestone again.

Why?

  • I was unhappy with the way my case was handled.
  • I hate explaining the issue to multiple agents again and again.
  • The agents were untrained. They had no clue what they were supposed to do.
  • No one even made the effort to understand the root cause.
  • It seemed like I was talking to multiple teams from different companies. They kept on dodging my case.
Click to read more: 

Comments

Post a Comment

Popular posts from this blog

How to analyze WhatsApp Survey feedback?

Image
  Did you know “Indosat did 20 times more surveys in the last 6 months than in the past 1 year?”  Wondering how? Well, earlier they were struggling with getting responses from their customers via calls. And low response rate means, less customer interaction, and reduced sales. So, what did they do? –  They shifted to WhatsApp surveys. Why? Because customers now prefer other platforms in the market, especially, WhatsApp. “That’s why 80% of messages sent on WhatsApp are seen within 5 minutes. – INC42” Click to read more:  https://www.surveysensum.com/blog/how-to-analyze-whatsapp-survey-feedback/
Read more

How did Indomobil Nissan boost its survey response rate with WhatsApp surveys?

Image
Are you happy with the response rate on your current surveys?  If not then you are still a part of the large crowd struggling with the low survey response rates.  Indomobil Nissan was toiling with the same. But now, Indomobil Nissan boosted its response rate by 35% with WhatsApp surveys. Yes, I’m not kidding! Earlier, they were getting only a 5% response rate on the phone surveys – not enough feedback to make any conclusions. So they shifted from traditional phone surveys and started using WhatsApp surveys. Why WhatsApp? – Because that’s where your customers are. And not just that, 80% of messages sent on WhatsApp are seen within 5 minutes. This platform lets you know that you are just a message away from taking feedback, listening to the customers, or getting support from the brand. And Nissan successfully leveraged it! Let’s first talk about WHY Nissan started looking for an alternative survey method in the first place. Click to read more:  https://www.surveysensum.com/...
Read more

How customer success teams can improve customer retention with VOC?

Image
Did you know Zara doesn’t spend a penny on marketing? And yet, it has the most loyal customer base.  – But, why? Well, one thing that Zara does is, it knows what to focus on and how to make its customers happy. That’s why they take customer feedback SERIOUSLY.  And that’s where VOC comes into the picture. So, what is VOC? Click to read more:  https://www.surveysensum.com/blog/improve-customer-retention-voc/
Read more