Your challenge may be that your targets are set by a central organisation, with little idea of your circumstances. You may need to report on any number of targets, but having your head in the clouds isn’t the solution. These days, customer opinion is often a key performance indicator because everyone knows that customer satisfaction has a direct impact on your bottom line.
An integral part of CFM is the post service stage. You can use the customer feedback unit to collate customers’ comments, either by using a floorwalker or a self service customer service point.
You can also use the management information gathered by the CFM system to ensure you are aware of any peaks and troughs and can plan accordingly. This will allow you to concentrate on improving your customers’ experience, which will, in turn, improve feedback.
Make your customers happy. Invest in CFM.