Don't Just Take Our Word For It...

We have been working with Retail Eyes for customer satisfaction feedback since mid 2008 and have found the volume and depth of feedback hugely beneficial in shaping in our service delivery and product quality. What I like about Retail Eyes is their willingness to make the surveys bespoke to your business needs to gain detailed feedback from our customers. Our Account Manager is always readily available, happy to provide more extensive data and feedback on the key drivers of customer loyalty to guide us.

With some customer satisfaction programmes, you have to use a standard questionnaire that is not a good fit to your business. What I like about Retail Eyes is their flexibility and willingness to fit the programme to your needs and to adapt existing reports to suit your business. Our Account Managers and Executives are quick to respond to unit or corporate requests and to give presentations at company meetings or at individual units.

Since starting Retail Eyes Customer Satisfaction, we get at least 10 times more feedback electronically than we did with paper questionnaires and this gives us a really robust sample of data on which to make decisions and actions. Furthermore, at our request, Retail Eyes have allowed us to segment this business by key customer types, which has enabled us to establish which elements of our offer are liked most/least by customer type and really ensure that we mould the offer to suit our most important customers.

There is a huge range of reports for everything you might want to know, ranked and over a period of time and there is also lots of anecdotal evidence to explain why you have got low scores and hence indicate how you can improve.

The Retail Eyes website offers an extensive and comprehensive range of reports and functionality, which makes it easy to use. One key feature of the programme we use is Critical Focus. This alerts key senior management in the hotel immediately a questionnaire is completed by a guest who has indicates that they had a problem or want to be contacted by the hotel. This allows hotel management to contact the guest within 24hrs of them completing the unsatisfactory survey and resolve the issue quickly and personally. There are many examples of this in turning a critic into a fan!