Capturing Client Sentiments

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Capturing Client Sentiments
Emmanuel Mwirichia, Manager, Kenya

In order to ensure that customer experiences are always improved, the service delivery model MUST as a necessity capture client sentiments. Beyond a questionnaire or poll, the system should also capture satisfaction rates (indicated by referrals, repeat purchases et al.) and feed these back to the product developers.
This also helps R&D answer their questions as it gives objective empirical data that helps code the subjective data of clients/employees/competitors.



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