9 Jun, 2023
Clause 9 is a critical aspect of a well-functioning management system. The ISO 9001 Quality Management System (QMS) places a strong emphasis on customer satisfaction and the need to measure, evaluate and improve performance. But what impact do online reviews have on your business’s performance evaluation?
Utilising online reviews can revolutionise your understanding of customer satisfaction and empower you to make data-driven decisions that will enhance your products, services, and overall customer experience. You can even save and use these reviews as part of your evidence if you have ISO 9001.
Here are five ways online reviews can support your business performance evaluation:
1. Customer Feedback
Online reviews provide direct feedback from your customers regarding their experiences with your business. These reviews can highlight both positive and negative aspects of the customer journey, including product quality, service satisfaction and overall experience. This will give you an understanding of how you’ve performed and identify key areas of improvement.
2. Boost Your Reputation
Online reviews have a significant influence over potential customers. Positive reviews will enhance your business’s reputation, build trust, and attract new customers. Whilst negative reviews can deter some customers, they can alert you to potential issues and provide an opportunity for you to address these promptly. Also, managing and responding to reviews (both good and bad) demonstrates a commitment to customer satisfaction and can ease the impact of negative feedback.
3. Performance Metrics
Online reviews often come with rating systems such as star ratings or numerical scores. This provides tangible benchmarks for evaluating your performance over time and can be used to track your average rating and set improvement goals.
4. Competitor Analysis
Analysing competitor reviews provides invaluable insights into their strengths and weaknesses. Comparing their performance to yours will help you identify both the opportunities and threats to your business, ensuring you to stay one step ahead of the competition.
5. Aids Continuous Improvement
Trends in online reviews can help you identify recurring issues, address concerns, and implement changes to enhance your performance. This will ultimately ensure customer satisfaction stays at the heart of what you do.
There are loads of different platforms available for gathering online reviews including Facebook, Feefo and Trustpilot to name but a few. Which one you use is dependent on your business and your target audience, but most can benefit from Google Reviews:
If you’re interested, here’s how you can start getting Google Reviews today. We’ll also be happy to leave you a review, just let your account manager know.
*Statistics from 2023 SEM and SEO Statistics: https://www.smartinsights.com/search-engine-marketing/search-engine-statistics/
**According to the Local Consumer Review Survey 2023: https://www.brightlocal.com/research/local-consumer-review-survey/
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