International mobile phone giant, T-Mobile, has started making use of its own services as a unique method of gaining feedback from its customers. By using their own text-based short message service (SMS), T-Mobile can contact customers after any sales call, technical interaction or even retail visit to poll them on the level of service they received.

Using customer feedback correctly can be one of the best ways of improving a company’s staff. This method used by T-Mobile is not only innovative, but also means that target improvements can be made based on the information returned by customers. For example, if customers regularly respond negatively after sales calls, the company can consider enhancing their sales training routine.

T-Mobile has managed to make this feedback system work using a service called the Fizzback Engagement Platform. The service is capable of returning real-time results, so overall performance can easily be monitored at all times. It can also filter results out by their associated department, so the company can determine which areas may need further personal development. The filtered results can automatically be forwarded to different to suitable destinations in order to ascertain the maximum benefit from the feedback.

Having some form of customer feedback service combined with professional training courses is important to any organisations success.