Feedback as a compass: Stebru’s path to Customer Satisfaction
“People take the time to give feedback. And that feedback is worth its weight in gold,” says Vivian de Zwart of Stebru. Discover how she turns feedback insights into action.
Customer interaction in the digital age
Vivian notes that in the era of social media, such as WhatsApp and Facebook, customers easily share their experiences and opinions with each other. This leads to ‘ghost stories’ if you don’t stay actively involved with the buyer.
That’s why Stebru uses Focus Feedback: to encourage customers to share feedback directly with them. This allows them to identify any concerns or problems before they escalate or are misinterpreted, but also to see if and where processes needs improvement. This prevents misunderstandings and helps build a relationship of trust with their customers.
The impact of feedback
“In terms of feedback, we receive whole stories. And there’s a lot of useful information in there that leads to change,” says Vivian.
Focus on customer communication
A key theme in the feedback was communication. Although they actively shared information on LinkedIn, direct communication with buyers fell short of expectations. Vivian explains, “We mainly focused on realization and organization, which limited our focus on communication with buyers.” This feedback has led to improvements behind the scenes.
Stebru sends more newsletters to the buyers and shares more pictures of the progress of projects. As a result, buyers feel more involved and informed about developments affecting their future home.
Vivian finds the measurement of the impact of these changes exciting. “We can compare the feedback before and after the improvements. The next questionnaires will be sent out soon,” says Vivian enthusiastically.
“For new projects, we send out surveys at five key moments. We will surely receive improvement points here, but we do want to see an upward trend in feedback because we take everything seriously,” shares Vivian. This will help to continuously improve and grow.
Finally, Vivian has a tip for anyone who hesitates to ask for feedback. In this, she emphasizes the importance of feedback in today’s transparent society. “Don’t be afraid of the feedback you receive. It helps you become better and more efficient,” she says.
Focus Feedback has a far reach: we’ve requested feedback for customers in the most varied industries and in numerous languages. Read about how our customers have made their own customers and employees enthusiastic.