What We Do:
Customer Feedback provides top quality management information to organizations of any type and size that want to measure and improve the quality of their customer service. The information is gathered primarily through mystery shoppers. This data is processed in Customer Feedback's sophisticated and flexible information system, the Customer Satisfaction Information System (CSIS), and delivered to your management in useful, easy-to-read reports. Click for more on our services
Customer Feedback's strengths are its experienced and successful management team; its sophisticated, flexible information and reporting system; its sales focus; and its management team's experience as both a provider and user of customer feedback information.
History:
Founder Rick Dortch utilized mystery shopping as CEO of a $600 million drug store chain; he was frustrated by not being able to use the information from the individual shops effectively. He knew that there was an opportunity to vastly improve the usefulness of this critical information.
Customer Feedback, LLC was founded by Rick and Laurie Dortch in June 1995 as an answer to increased demand for quality customer service and the demand for it on the part of the purchasing public.
Mission:
Due to today's competitive environment and increased customer expectations, it is absolutely essential for organizations to monitor service. Customer Feedback's services and reporting will provide your company with extremely effective tools to monitor, measure, and improve their service.
This monitoring and measuring occurs during the most important function performed by an organization - the interaction with their customer. This is a point often labeled as "the moment of truth." This label recognizes the fact that all of the efforts of the organization culminate in the moment of interaction between the employee and their customer.
When management (at any level) attempts to monitor these interactions personally, they affect the quality of delivery merely by their presence. Therefore, management is often "blind" to the normal moments of truth - but the customer sees them with perfect vision.
Customer Feedback's unique reporting solves this problem and allows your organization to see their business through the customers' eyes.
Customer Feedback's mission is to provide innovative, practical and top-quality feedback to our clients from their customers. Through a long-term commitment to this mission, we expect to be a company that is expert, very competent, ethical, and friendly.
Services:
Customer Feedback sends trained mystery shoppers to specific locations to pose as ordinary customers and interact with one or more employees. Immediately after leaving each site, Customer Feedback's mystery shopper fills out a survey for each interaction, rating the quality of customer service that was delivered during the visit (as well as any other items your company wants measured).
A typical CSIS (Customer Satisfaction Information System) survey could include items of friendliness, handling of the transaction, efficiency, product knowledge, appearance, attitude, etc. Customer Feedback's mystery shoppers enter their survey via our secure website; it then undergoes a quality assurance review at the Customer Feedback headquarters. Once approved, multi-level reports on the quality of customer service are produced and delivered to your management team.
Our Team:
Founder and President Laurie Dortch has managed and operated Customer Feedback since its inception in 1995. Prior to her work with Customer Feedback, Laurie spent nearly a decade in retail banking and chain retailing, followed by sixteen years providing leadership and service to charitable and non-profit organizations, including six years as the executive director of Parents Against Cancer, Inc.
Founder and CEO Richard Dortch has over 26 years of operations, marketing, administrative and systems experience within the retail industry, including the positions of president and president/CEO of organizations ranging in size from $66 million to $600 million. He currently works as an independent consultant to large development projects.
Chief Technology Officer Bob Carpenter has over 25 years in IT - both management and hands-on development of key product initiatives at companies such as Boeing, McDonnell Douglas, General Motors, T-Mobile, and Nordstrom, During his years as a senior IT consultant he has contributed to product architecture and development in diverse business domains including Homeland Security, Telecommunications, Insurance and E-Commerce.
As CTO of Customer Feedback, Bob is responsible for putting into place the processes and standards needed to produce a computing environment based on “five 9s” of reliability, in order to situate the company as one of the leaders of the mystery shopping industry.
Customer Feedback provides top quality management information to organizations of any type and size that want to measure and improve the quality of their customer service. The information is gathered primarily through mystery shoppers. This data is processed in Customer Feedback's sophisticated and flexible information system, the Customer Satisfaction Information System (CSIS), and delivered to your management in useful, easy-to-read reports. Click for more on our services
Customer Feedback's strengths are its experienced and successful management team; its sophisticated, flexible information and reporting system; its sales focus; and its management team's experience as both a provider and user of customer feedback information.
History:
Founder Rick Dortch utilized mystery shopping as CEO of a $600 million drug store chain; he was frustrated by not being able to use the information from the individual shops effectively. He knew that there was an opportunity to vastly improve the usefulness of this critical information.
Customer Feedback, LLC was founded by Rick and Laurie Dortch in June 1995 as an answer to increased demand for quality customer service and the demand for it on the part of the purchasing public.
Mission:
Due to today's competitive environment and increased customer expectations, it is absolutely essential for organizations to monitor service. Customer Feedback's services and reporting will provide your company with extremely effective tools to monitor, measure, and improve their service.
This monitoring and measuring occurs during the most important function performed by an organization - the interaction with their customer. This is a point often labeled as "the moment of truth." This label recognizes the fact that all of the efforts of the organization culminate in the moment of interaction between the employee and their customer.
When management (at any level) attempts to monitor these interactions personally, they affect the quality of delivery merely by their presence. Therefore, management is often "blind" to the normal moments of truth - but the customer sees them with perfect vision.
Customer Feedback's unique reporting solves this problem and allows your organization to see their business through the customers' eyes.
Customer Feedback's mission is to provide innovative, practical and top-quality feedback to our clients from their customers. Through a long-term commitment to this mission, we expect to be a company that is expert, very competent, ethical, and friendly.
Services:
Customer Feedback sends trained mystery shoppers to specific locations to pose as ordinary customers and interact with one or more employees. Immediately after leaving each site, Customer Feedback's mystery shopper fills out a survey for each interaction, rating the quality of customer service that was delivered during the visit (as well as any other items your company wants measured).
A typical CSIS (Customer Satisfaction Information System) survey could include items of friendliness, handling of the transaction, efficiency, product knowledge, appearance, attitude, etc. Customer Feedback's mystery shoppers enter their survey via our secure website; it then undergoes a quality assurance review at the Customer Feedback headquarters. Once approved, multi-level reports on the quality of customer service are produced and delivered to your management team.
Our Team:
Founder and President Laurie Dortch has managed and operated Customer Feedback since its inception in 1995. Prior to her work with Customer Feedback, Laurie spent nearly a decade in retail banking and chain retailing, followed by sixteen years providing leadership and service to charitable and non-profit organizations, including six years as the executive director of Parents Against Cancer, Inc.
Founder and CEO Richard Dortch has over 26 years of operations, marketing, administrative and systems experience within the retail industry, including the positions of president and president/CEO of organizations ranging in size from $66 million to $600 million. He currently works as an independent consultant to large development projects.
Chief Technology Officer Bob Carpenter has over 25 years in IT - both management and hands-on development of key product initiatives at companies such as Boeing, McDonnell Douglas, General Motors, T-Mobile, and Nordstrom, During his years as a senior IT consultant he has contributed to product architecture and development in diverse business domains including Homeland Security, Telecommunications, Insurance and E-Commerce.
As CTO of Customer Feedback, Bob is responsible for putting into place the processes and standards needed to produce a computing environment based on “five 9s” of reliability, in order to situate the company as one of the leaders of the mystery shopping industry.