Why customers’ opinions are so important.
Every company should know what its customers think about its products and service. This information is in fact vital to know whether your whole team is doing a good job. Unless you regularly ask customers whether they are satisfied, you will quickly end up with results that you are not prepared for and for which you have not been able to take any measures to ensure an increase in customer satisfaction. In our case, this could mean losing contracts.
Customer opinions are equally important for the positioning of a company and its products. Our customers were able to tell us in detail what they liked about us and why they would recommend us. This feedback can of course in itself be a powerful factor in convincing new customers to give our services a try.
95% of our customers are “very satisfied” or “satisfied”!
The first indicator of a high level of customer satisfaction is a high response rate to the survey. Our customers’ participation rate spoke volumes, which in itself is a very positive sign. When asked how satisfied they were, it turned out that 95% of our customers are either “very satisfied” or “satisfied” with our services. The overwhelming reasons for this include the fact that we act as a full-service provider in claims management (debt collection, overseas debt collection, monitoring debt instruments, consultancy, information, academy etc.), thorough handling of the issues by lawyers, our price-performance ratio and flexible cooperation with no contractual obligation. They particularly highlighted the skills of our team, who are always able to answer our customers’ questions with their specialist expertise. They also flagged up our technical solutions when assigning cases and communication, which massively minimises their efforts.
As many of our customers have had experience of other debt collection service providers, we wanted to find out how we compare to our competitors, with some very pleasing results – more than two thirds of our customers rated us better than the competition.
Our Customer Information System (CIS) allows our customers to retrieve the current status of their files at any time, extract analyses, assign cases and communicate with us securely. Our customers also tell us that our CIS is a very strong factor in our high customer satisfaction, as it makes the exchange of information a good deal easier.
All of these positives show that our efforts are well worth it, as they provide our customers with a great deal of added value and are of great corporate value to us. We are therefore delighted that the end result shows that our 95% satisfied customers would also recommend us to others. This encourages us to keep giving 120%, so that we can continue to offer our customers a top-quality service.
Adrian Bayh B.Sc.
SFG Forderungsmanagement GmbH[/cherry_col] [/cherry_row]