When we first opened in 1994, Check `n Go was a small, family-owned business focused on helping people in need.
So much of what we do and how our business operates can be traced back to customer feedback. Technology, knowledge sharing, and even every-day life have evolved and changed over time. And Check `n Go evolved in kind.
How have we managed to pull that off? Simple: You.
The honest, insightful feedback we’ve received from our customers over the years has helped us in many ways, from operational improvements to product offerings.
Customer feedback is essential to organizations like ours. Here are several ways companies use the opinions of valued customers to serve them better.
Aligning Customer Experience and Expectations
Customer feedback provides critical insights to companies that help guide and improve products, customer service, marketing, and even the layout of many stores. Continued feedback remains indispensable for businesses to evolve in lockstep with their customers’ needs.
By providing your opinion, you’re helping companies understand what’s working – and what’s not – so they can better position themselves to ensure future experiences align with your expectations.
Addressing Operational and Performance Issues
As customers, you have the keenest insight into how businesses are working for you, from personal interactions with staff to navigating online services. Companies develop and design all business functions with their customers in mind, but that doesn’t mean they know what everyone is thinking.
Pointing out what’s working well and what’s causing you frustration provides companies with actionable feedback that they can help to solve internally.
Improving Operations in Real-Time
As an extension of the previous point, customers’ relationships to companies and brands aren’t static — and feedback isn’t either. By regularly soliciting feedback, businesses and organizations can address what needs improvement right now.
For example, at Check `n Go, we want to make sure our customers get the money they need more quickly, in an understanding and supportive environment, and hearing from our customers helps us make that happen.
However, feedback has a shelf life. It’s not useful to align business priorities based on what customers were saying years ago. What matters to companies now is what matters to you now.
Investing in Helpful Services
Feedback is also used to determine which services customers find most useful, and it helps companies prioritize resources for each of those services.
For instance, at Check `n Go, if feedback shows that most customers engage with us on their mobile phones, we know making our mobile experience as user-friendly as possible will make our customers’ lives easier.
Recognizing Employee Performance
Finally, customer feedback shines an important light on the people who make the business work: the employees.
Companies take hiring and training processes very seriously, but hearing how a dedicated employee went above and beyond to help a customer (or alleviate a problem) is one of the greatest sources of pride for businesses.
Companies can then not only recognize and reward outstanding employees but also share their stories with their companies at large, inspiring all team members to make every encounter with customers a positive and supportive one.
Don’t be afraid to share your opinions
Customers’ needs change with the times, and no time in recent memory has been as volatile as what we are experiencing in 2020. That’s why your open, honest, and current feedback is so valuable.
It helps ensure companies are ready and able to stand with you and address your needs and challenges every step of the way.
Many businesses value your feedback so much that they are willing to provide incentives for sharing your thoughts. We encourage you to reach out to companies that you do business with, to share your experiences, feedback, and ideas.
And that goes for us too. If there’s anything that we at Check `n Go can do to support you, let us know.
We Are Dedicated to Serving You
While COVID-19 has changed some of the methods in which we must conduct our business, our mission remains the same: to serve the personal finance needs of people who are often ignored by banks.
That mission serves as a North Star for our work, both in day-to-day and annual strategic planning. But while we are certainly a mission-focused business, Check `n Go is not a mission-led business. Our mission is what brings us together; what leads us forward is our customers.
For more than 25 years, we kept our doors open to individuals and families who had door after door shut on them. We’ve served many customers who had no other sources of credit or short-term financing. Check `n Go has long recognized that many communities in America are dramatically underserved, if not entirely ignored, by big banks and other financial institutions.
Being customer-led means we see our customers for who they are: regular people who just need someone in their corner and someone to handle their immediate financial needs with care and expertise.
Our payday loan and installment loan products provide a stepladder to individuals and families working to build credit, improve poor credit, and enjoy a new level of financial empowerment.