INSIGHT 53
ALWAYS FEED BACK AND REPORT ON RESULTS
Use this to understand the importance of always reporting back results of any feedback received.
I often get a chance to speak to business owners and executives who are surveying their customers and when I do I ask them what they have gone on to do with the results. That’s where I get various responses like:
- ‘Good question!’
- ‘We packaged up the results and sent them out to the team.’
- ‘We presented findings to the Board.’
- ‘We were quite happy with our customer satisfaction numbers as it hit our targets so we haven’t done anything else.’
- ‘We haven’t done anything with the results yet.’
- ‘We’re happy with the way the numbers are.’
- ‘We have no plans.’
- ‘We’re thinking about what they mean for our ...
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