In this article you will find out:
- The benefit of creating a culture of open communication and collaboration by empowering all employees to give and receive feedback.
- How to break silos by working cross-functionally with customer feedback.
Checklist for working cross-functionally with NPS
Create a culture of open communication and collaboration by giving all employees the opportunity to give and receive feedback, as well as access a common platform to manage and follow up on feedback. Below we list some of the points that will help your organization break down silos and get an additional reason and opportunity to work cross-functionally.
Create a common platform for customer feedback and NPS
By collecting all feedback on a common platform, all employees can easily take part in it and contribute to improving the company. This can counteract silo working as everyone has access to the same information and can work together to solve problems and improve processes.
Provide insight into how the company is performing
The demands from customers are increasingly high, while it has never been easier to change supplier or brand. Therefore, it is more important than ever to see and understand the customer's needs and expectations and to work cross-functionally in the company. An automated platform can give the company insight into how it's performing in different areas, which can help identify bottoms and issues that cause siled work. By analyzing data and following up on results, the company can gain a common understanding of what needs to be improved and how to work together to reach common goals.
Read more about transaction-based customer research
Provide opportunity to receive feedback from customers
By giving customers the opportunity to provide feedback, the company can gain important information on how to improve its products and services. This can help the company break down silos and create a common view of what is important to customers and how to satisfy their needs.
Create a culture of feedback
An automated feedback platform can help create a culture of feedback and open communication. By giving everyone the opportunity to give and receive feedback, the company can create a more inclusive and collaborative culture, which can counter silo working. Read more about relationship-based customer research
Understand the goals
It is important to first think about what goals you want to achieve by using an automated feedback platform, and how to implement it in such a way that it becomes a natural part of the company's culture and work routines. It can also be useful to involve employees in the planning and implementation of the platform, ensuring that it meets their needs and expectations. Read more about Voice of customer
Link customer feedback with the employee survey
Today, there is a great focus on the synergies between the employee's experience as well as the customer's experience. There are therefore several advantages to choosing a supplier that can handle both employee surveys and customer surveys. By collecting data from both employee and customer surveys, you can get a more comprehensive picture of your business and thus better support for making important decisions. Here, HR also clarifies its strategic role in the company's decision-making process as it is directly connected to the company's strategic goals and counteracts silo work.
Read more about the benefits of connecting customer and employee surveys
Automate the customer feedback flow
At Quicksearch, we work hard to automate the customer feedback flow so that our customers can focus on working with the results and making the feedback actionable for the different departments.
An insider tip that I want you to keep in mind is that the feedback platforms are structured differently and offer different technical possibilities (techniques). These seemingly small differences in turn affect how much it is possible to work internally with large amounts of data and make it manageable, actionable and thus prevent silo work. We at Quicksearch are here to support you with technology, method and expertise!
