How to Answer: How do you go about requesting feedback from your customers?
Advice and answer examples written specifically for a Kaiser Permanente job interview.
20. How do you go about requesting feedback from your customers?
How to Answer
In the healthcare industry, regular surveys to patients and customers help organizations like Kaiser Permanente be recognized and improve for their services. Talk to the interviewer about your desire to obtain customer feedback and why it is critical to your team's success. Be sure to mention the methods used in your work past that highlights how you are familiar with obtaining customer feedback in the work you've done with them.
Answer Example
"My current organization is small, and we do not have an existing process for capturing and analyzing customer service data. In our business, we have every customers' email and phone number. Once a month, I select a handful of customers that I call directly. For the remainder, I send out an auto-email. I ask questions such as 'would you recommend our store to others? and 'on a scale of 1-10, how satisfied were you with your overall experience?' I also leave room for open-ended questions such as 'what could we do differently on your next visit?' Once I have compiled some valuable data, I will present it to my team in our monthly meeting. We can brainstorm ideas for improvement and move forward from there. If I receive consistently negative feedback on one particular team member, I will offer further coaching or take corrective action in a one-on-one setting."