Voice of Customers
Child care industry requires intense engagement with parents since their association with the care provider lasts for an average of 2-3 years. Therefore, measuring customer loyalty at least once in six months using proven methodologies like Net Promoter Score (NPS) is critical and imperative for growth.
In addition to measuring Customer Loyalty, care providers need to measure parents’ feedback across all aspects of child care. E.g. According to National Quality Standards framework prescribed by Australian Children’s and Care Quality Authority the following aspects are critical to measure service quality
Happy and engaged parents will sing your praise in social media forums like Google, Facebook and Twitter. Never forget to capture the delight moments. The happy parents are your best brand ambassadors. People look for peer group recommendations and reviews before they decide.
Good work never go unnoticed. Care provider can and should leverage parents to spread its brand value through word of mouth Referrals. Social sharing of success stories and testimonials go a long way towards brand building, brand advocacy and community building efforts.
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