How do you obtain feedback in a manner that is quick for the customer to provide but is specific enough to be actionable for you? The Boston Pops may have that answer.
Throughout Symphony Hall there were 3-button indicators that asked “How was your experience with ___?” — in the restrooms, at the concessions, and even in the elevator. Presumably, if enough sad-face buttons were pushed, the administration would know where there was an area of concern and could address it.
Understanding the reactions of your customers is important — but only if you can do something with the information. Think about frequent, well-placed, easy feedback mechanisms to help you learn about trouble spots that you can tend to quickly. Doing so can earn you a smiley face!
