"Companies that fail to use their knowledge of customers, to develop their product and service, what those customers will need next, are leaving the door open for another company to lure them away”. Expressed complaints are serious issues that can create greater customer attrition and departure. It is in every service organizations’ interest to elicit as much customer comment as possible. Few companies have a systematic way of doing this. CFS (Customer Feedback System) as a software tool does just this.
The ShawMan Customer Feedback System records feedback from the guest. This enables the user to respond to changing customer requirements, the objective being to resolve problems recorded in the CFS and try to retain the customer inspite of the difficulties faced by the customer. A lot of feedback given by the customer is heard but forgotten and this information does not reach the decision makers, the people who matter. The CFS helps the user to know which of the areas where are guest problems and which of the areas, are guest delights.
Key features of ShawMan CFS
Integrated System - One system for logging in, service recovery, aggregation and reporting/analysis. CFS captures guest difficulties i.e. complaints, guest delights i.e. compliment and guest suggestions i.e. comments.
Sharing vital information - Information is made accessible to everyone (unit/corporate).Feedback from all sources i.e. Frontline feedback, Executives, sales force, GSTS/RSTS, room comment card gets aggregated in one database.
Structured Capture – Feedback is captured upto the minutest level of an attribute. Structured codification process, ensuring different levels of detail, based on requirement.
Supports third Party interface - Linked to any third party PMS front office software, which is a primary requisite in the hospitality vertical for smoother function.
Quick and cost effective - Feedback flows from origin to where it is required to go by using e-mail as a quick and cost effective transfer of feedback.
User friendly – one screen format for everyone across the organization.
Email engine – is used to send the mailers to the customers. The customer gets an e-mail with a link, which points to the feedback form in CFS system. On click of this, feedback form opens up and the customer can give the feedback online. Feedback gets submitted in CFS system which can be viewed at the same time from CFS site. MIS available.
CFS Data Warehouse- Data mining can be done by the reports generated in CFS warehouse.
