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Mall walking groups made up of senior citizens are increasingly common in many communities. Mall walking provides seniors with a safe, climate-controlled place to get exercise by walking. It also provides a social opportunity to gather with peers. For mall managers, accommodating mall walker groups can encourage community engagement and increase foot traffic. Actively soliciting feedback from these mall walker groups using surveys and focus groups can help mall management better understand the needs of this demographic and identify areas for improvement.

Mall feedback management is the process of actively soliciting input and opinions from mall walking groups made up of senior citizens to improve their experience, address concerns, show appreciation for their business, cater offerings to their needs, promote engagement and loyalty, and use their valuable perspectives to identify areas for improvement.

Benefits of Getting Mall Walker Feedback Getting feedback from the senior mall walkers has many advantages, including:

  • Building stronger relationships with an important mall demographic
  • Learning ways to improve the mall walking experience
  • Identifying problems that need addressing
  • Generating goodwill by showing customers their feedback is valued
  • Gathering insights into senior shoppers’ preferences and needs

By putting processes in place to regularly seek and respond to mall walker feedback, mall management can reap these ongoing benefits.

Best Practices for Getting Mall Walker Feedback Here are some recommended best practices for gathering useful feedback from senior mall walker groups:

Have a Dedicated Liaison

  • Appoint a customer service representative or marketer as the key liaison for the mall walker groups
  • Have the liaison check in periodically with group leaders to ask for feedback

Conduct Surveys

  • Design printed or online surveys focused on the mall walking experience
  • Distribute annually or biannually to collect feedback over time
  • Keep questions simple and user-friendly for seniors

Host Focus Groups

  • Hold periodic focus groups with 8-10 mall walkers per group
  • Use a neutral facilitator to lead each discussion
  • Provide refreshments to create a welcoming atmosphere

Simplify Response Options

  • For surveys and other feedback channels, give clear choices like rating scales or multiple choice
  • Open-ended questions may be harder for seniors to respond to

Offer Incentives

  • Encourage participation by offering mall gift cards or other perks for completing surveys
  • Incentives show the mall values shoppers’ perspectives

Best Practices for Using Mall Walker Feedback The way the feedback is used also matters. To get the most value, mall management should:

Analyze Results Systematically

  • Tabulate survey ratings and comments to identify areas of concern
  • Track feedback over time to notice trends

Address Specific Complaints

  • Quickly resolve any negative issues raised like safety problems, inadequate seating, etc.
  • Follow up with group leaders about actions taken

Set Improvement Goals

  • Use feedback to set measurable goals for enhancing the mall walking program
  • Aim for continuous improvement over time

Communicate Back

  • Share feedback highlights and management responses with walker group leaders
  • Closing the feedback loop builds trust

Recognize Group Leaders

  • Thank mall walking group leaders for their role soliciting valuable shopper perspectives
  • Their engagement makes the process succeed

Sample Survey Questions for Mall Walkers Here are some sample survey questions that could be used to solicit feedback from senior mall walkers:

What is your favorite mall entry/exit to use for walking?

What other stores or services would you like the mall to offer?

Do you have any suggestions for improving the mall walking experience?

What incentives could the mall offer that would increase your walking participation?

Do you shop or eat at the mall’s stores and restaurants during walk times? If not, what prevents you?

FAQs About Getting Senior Mall Walker Feedback 

Here are answers to some frequently asked questions about gathering feedback from mall walking groups:

How often should you collect feedback?

  • For mall walker groups, aim to collect feedback at least annually. Avoid over surveying but do solicit opinions regularly.

Should feedback be anonymous?

  • Keeping surveys and focus groups anonymous often encourages more honest sharing. But offering incentives requires capturing contact info. Provide both options.

What should you do with negative feedback or complaints?

  • Carefully review any negative commentary. Take appropriate corrective actions. Keep group leaders informed about your response and improvements made where feasible.

How can you show appreciation for feedback?

  • Publicly thank all mall walkers who complete surveys. Highlight how feedback is used to better meet walker needs. Offer small tokens of appreciation like discount coupons.

What metrics should you track?

  • Measurement metrics could include: response rates, satisfaction scores over time, number of improvements tied to walker input, and increased participation.

Conclusion Actively seeking input from senior citizen mall walking groups provides a win-win opportunity. Mall walkers are given a voice to share their needs, interests, and concerns. For mall management, listening to this important demographic can build loyalty while identifying ways to improve experiences and better cater to senior shoppers. By putting consistent feedback processes in place like annual surveys and regular focus groups, then responding to this input, malls can transform mall walkers from casual visitors into engaged advocates. Tracking participation in walking programs and monitoring feedback trends also provides metrics for how well the mall is continuing to meet community needs. As the senior population grows in coming years, showcasing great facilities and responsive service for mall walkers can become a competitive advantage.

vishal sharma

@vs45678

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