Monitoring & Evaluating Customer Care - Suggestion Schemes/Boxes

Question 1

What is a Suggestion Scheme/Box?

Answer 1

This provides customers and employees with the opportunity to suggest new ideas to improve or expand customer service. They are good for internal use, particularly if there is a reward attached, eg a voucher given for each suggestion adopted.

Question 2

What are 2 advantages of a Suggestion Scheme/Box?

Answer 2

• They help motivate staff and create loyal employees because they feel their opinions count and therefore feel valued.
• The use of online sources has increased the number of people, of all ages and backgrounds, that are willing to offer suggestions.

Question 3

What are 2 disadvantages of a Suggestion Scheme/Box?

Answer 3

• Can be labour intensive as someone needs to check the suggestion system regularly and read all the suggestions and input them.
• Such systems can attract trouble-making employees or customers who just like complaining. Their suggestions can be time wasting to read.