“Feedback via Starred is an early warning for customers that could potentially churn.”
De Buurtboer gets feedback from clients on every level
“De Buurtboer offers lunches to companies that make everybody happy”, tells Caroline van der Lande, who founded the fast growing company in 2010. “We gather client feedback on all levels: business owners, our contact persons -mostly office managers- and of course the people who enjoy de Buurtboer’s lunches daily”. A couple of months after the first period of close contact with new customers de Buurtboer sends an invitation for feedback to check if everything is still meeting expectations. Caroline says: “We were quite surprised about the level of detail of the feedback. That allowed us to really offer targeted solutions. We have been able to tell our clients exactly what we’ve done with their feedback. A good example of that has been the feedback on our assortment. Based on that we’ve extended our offering of salads and also offered healthier spreads. Those have been structural improvements we’ve implemented based on remarks of our customers”.
Caroline mentions another aspect of Starred that is of great value to her. “Sometimes feedback via Starred is an early warning for customers that could potentially churn. That happens at a stage where you can still do something about it. If an account manager responds well to the early warning we frequently observe that the client stays with our service.”