What others say about us.
We have previously used mystery shopping as a method of getting a view of our business until we found Customer Radar. With over 300 pharmacies in our group, it used to be impossible to know what our customers were experiencing in the store every day. Now we know. We now get thousands of customers telling us about their experience with us every month. We can respond quickly to their needs and as a result, it has helped us focus totally on what our customers want and enables us to give it to them. It helps us really focus on our strengths and eliminate our weaknesses right across our business. One of the features we like the most is being alerted if a customer is not completely satisfied. It means we can deal with them on a one to one basis and resolve any issues they have to make sure they happy to come back again. I highly recommend Customer Radar to any retail business who wants to know what their customers are thinking
At Toyota, we talk about kaizen or continuous improvement, and this is one of the core elements of the Toyota Production System. It’s easy to say but how do we actually walk the talk, especially in the eyes of customers?In 2013 Toyota NZ introduced Customer Radar to help us do this. We now get almost instantaneous feedback from more customers than ever before. We can see the results online and in real time. Customer Radar has revolutionised our customer feedback process. One of the unique advantages of Customer Radar is that it is so easy for our customers to provide feedback without feeling pressured. In addition to the customer experience insights and benchmarking Customer Radar provides, we also receive live alerts from any dissatisfied customers. The ability to deal with issues quickly and efficiently means we have the opportunity to retain more business by being proactive with customers and demonstrate our commitment to providing the best experience possible.
We implemented Customer Radar to give our customers a voice in our business. It helps us to find out what we were doing well, and on the odd occasion if we do not deliver on their expectations, we can do something about it quickly. We are the leading provider of water coolers in a market that has become highly competitive, so it’s important to provide a better experience than our competitors for us to be able to stay ahead of the game.We have found that Customer Radar has given us a level of transparency with our customers and opened a line of communication that we have never had before. Our team love the feedback our customers provide, because they know it’s real and honest. We have gone from having a couple of customers give feedback per month to hundreds. Every company should give their customers a voice in this day and age and Customer Radar is the best way to do it.
Katie Wesney from enableMe talks about being customer-centric and how Customer Radar enables them.