Delivery Feedback

Deliveries are made every second of every minute of every day. Customers receive their services or packages from their supplier. Most suppliers measure the delivery as a success when the item has reached the customer. Most service suppliers measure the service assignment as a success when they get paid. These measurements are completely inaccurate and every company that incorporates these measurements is losing valuable feedback—feedback that can make your company the global leader within your field.

When ordering a product or service, customers have expectations that are not in the order form or in the cart of your e-commerce solution. If the remarks field that is shown with the order is used, often it is only shown for the sales staff. It is not usually analyzed within the company. If a customer’s expectations are not meet when using your products or services, it can have a large, negative impact on your future business relationship.

If you do not gather delivery feedback you will never know if the services or products you are delivering are up to, or exceed, the customers’ expectations. If you combine a lack of delivery feedback with a long phone waiting time, some customers will get tired of waiting, resulting in a loss for your company. This irritated customer will choose another supplier in the future. If you do not gather feedback, you are loosing business and don’t even realize it.

On the other hand, if your company shows your customers that you do care that their expectations are met, you will start building a brand that stands for “I care.” That branding will always be in your company’s favour when the customer plans their next order. However, the delivery feedback is not only useful for finding mistakes and correcting those mistakes. This feedback is the NUMBER ONE method of getting to know your customers better. It is also the perfect opportunity to find your target group for your future promotions.

Companies who care are the companies who win the price battle. Several e-commerce companies battle for the same customers. What’s their weapon? Price. Research shows that this is the worst possible way to do business. When price is the only thing that matters, your company will never gain or sustain loyal customers. The customers you win one day may be lost the next. You need to give your customers a reason to stay loyal to your company. If you investigate the future needs of your customers and map future expectations, your customers will see that your business is not just after the sale. Instead, customers will see your business wants them to be more than satisfied with their purchase.

Examinare provides a powerful, easy-to-use solution for creating your delivery feedback surveys. Since we provide all of the technology you need to gather feedback from your customers, your company can use that time to be the best partner your customers can have. Take care of the problems and issues your customers acknowledge in your surveys. Make your customers feel special and let them know that you care about their experiences with your deliveries. We care about your business. That is why we will always be here when you need help or have questions and concerns. We make it our business to provide the best solution for your organization.