It goes without saying that having honest, direct and timely customer feedback is crucial. The various activities that companies run after feedback are often ‘exercises in futility’, for understandable reasons.
People in general are reluctant to give feedback. Many customers are suffering from ‘Feedback Fatigue’; they are exhausted and irritated by too many customer satisfaction surveys.
But understanding customers’ thoughts, needs and complaints is critical nowadays. ‘Churn rates’ are high, and companies need to spend time on their strategies for customer retention.
Your Triple Jump could help you to listen to the voice of customers in a structured way – either regularly or as a one-off exercise – and, more importantly, to transform the insights you obtain into actionable measures, e.g. improving a product or a particular aspect of your service.