Basing on the fact that customer’s needs and expectations evolve with time, seeking out their opinions from time to time is crucial for the efficient running of any institution. Their insights help you understand them and their needs more profoundly.
In an effort to find out what our stakeholders actually think about our activities in the Mombasa International Show, we issued out questionnaires that they filled after visiting our stand. The exercise was a success with our customers willing to cooperate. They shared their feelings and concerns and benefitted from the news, information and advice provided.
The data collected will help us ensure that our end products will actually meet their expectations, solve their problems and fulfil their needs hence creating stronger relations with them. It will also provide us a clearer insight of what is working well and what can be done to make their experience better.
Listening to your customer’s voice and searching for their opinions also helps in developing future strategies that will address their ever changing needs and expectations. Moreover, interacting with them communicates that their feelings and opinions are important hence helping in maintaining their loyalty.
This article was written by Fadya Ali Ahmed, a final year student of PR & Marketing in Masinde Muliro University of Science & Technology (MMUST), on Attachment at the PR & Communication Office, Mombasa County Public Service Board.