We’ve entered an era where ratings rule. Whether it’s a Yelp review of a restaurant or a driver’s score on Lyft, consumers are now accustomed to having the instant satisfaction of applauding excellent service with five stars and reporting bad service with less. In fact, 62% of businesses now use a customer experience analytics reporting system (Deloitte).
Quick, technology-based performance rating tools are trending, and the benefits for consumers are clear. When customers are given a channel to voice their opinions, they become more engaged. It helps them incite change within the larger corporate landscape or reward service that is above-and-beyond.
Rating tools can work for your facility maintenance strategy too. Your store managers interact with technicians regularly, and their feedback on services can have considerable benefits. Not only does this give them an outlet to praise strong work or complain about poor service, it also helps your business.
Is your business capturing this feedback about technicians? Here are three reasons why you should be: