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.
Director of Special Projects Mike Sherman has more than 27 years of experience in sales, management, training, and marketing. After a decade directing sales training and marketing for a large drug store chain, Mr. Sherman served as Executive Vice President for Consumer's Choice Systems, Inc., and then as Director of Marketing and Sales for Polymer Technology International, where he managed all aspects of domestic and international marketing and sales.
In addition to leading our sales team, Mr. Sherman is also a corporate consultant for Dale Carnegie training.
Chief Technology Officer Bob Carpenter has over 25 years of technology experience in a broad range of industries, including Aircraft, Space Systems, Telecommunications, Homeland Security, Insurance and E-Commerce. The focus of his career has been computing systems research, design and development and the practical application of those technologies to solving complex engineering and business problems.
Graduating in 1981 from Purdue University with a Bachelors of Science in Mechanical Engineering and a year of graduate studies in Mechanisms Design and Theory, Bob joined the McDonnell Douglas Aircraft Company as an Aircraft Equipment Designer. He spent the first ten years of his career as a developer of Computer-Aided Design systems - at several large companies - that provide 3-D digital design of mechanical systems. He has managed a variety of teams to produce systems that were integrated into CAD products that became the cornerstone of product development at companies such as Boeing and General Motors. The second ten years of his career primarily involved computing research at Boeing’s Phantom Works Project on Intelligent Agent Systems under contract to NASA. Bob left Boeing in 1999 to become an independent senior consultant to work on a variety of problems in Telecommunications, Insurance and E-Commerce. Starting in 2002 Bob helped co-create the Public Safety Portal as Nimblus Inc.'s Chief Technology Officer under grant from the US Department of Homeland Security.
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 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.
Director of Special Projects Mike Sherman has more than 27 years of experience in sales, management, training, and marketing. After a decade directing sales training and marketing for a large drug store chain, Mr. Sherman served as Executive Vice President for Consumer's Choice Systems, Inc., and then as Director of Marketing and Sales for Polymer Technology International, where he managed all aspects of domestic and international marketing and sales.
In addition to leading our sales team, Mr. Sherman is also a corporate consultant for Dale Carnegie training.
Chief Technology Officer Bob Carpenter has over 25 years of technology experience in a broad range of industries, including Aircraft, Space Systems, Telecommunications, Homeland Security, Insurance and E-Commerce. The focus of his career has been computing systems research, design and development and the practical application of those technologies to solving complex engineering and business problems.
Graduating in 1981 from Purdue University with a Bachelors of Science in Mechanical Engineering and a year of graduate studies in Mechanisms Design and Theory, Bob joined the McDonnell Douglas Aircraft Company as an Aircraft Equipment Designer. He spent the first ten years of his career as a developer of Computer-Aided Design systems - at several large companies - that provide 3-D digital design of mechanical systems. He has managed a variety of teams to produce systems that were integrated into CAD products that became the cornerstone of product development at companies such as Boeing and General Motors. The second ten years of his career primarily involved computing research at Boeing’s Phantom Works Project on Intelligent Agent Systems under contract to NASA. Bob left Boeing in 1999 to become an independent senior consultant to work on a variety of problems in Telecommunications, Insurance and E-Commerce. Starting in 2002 Bob helped co-create the Public Safety Portal as Nimblus Inc.'s Chief Technology Officer under grant from the US Department of Homeland Security.
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 industry.