Do you know what your customers really think of you or doing business with your company? Sure some customers are probably ecstatic about you, but what about the bulk of your clients? Are there a few common problems that they are experiencing? What if you knew these problems? Could knowing this information help you to improve your customer relationships and increase sales?
When was the last time you surveyed your customers?
Successful companies are always seeking customer feedback. Here are a few tips for doing customer satisfaction surveys.
- Real-time one-on-one survey of your customers. Send your customers an online survey or simply call them after each important interaction or transaction. Ask them if they are satisfied with their recent experience with your company. Get their feedback. Assign an appropriate person in your company to make the call. There are many online survey tools that you could use.
- Periodic general survey of all customers. Ask them to score you from 0 to 10. Ask them what you could do to improve to better serve their needs. Ask to be scored on a variety of things that are important to your company. You may not want to do this more than twice a year.
- Keep it sincere. If you discover a problem, fix it and let them know what you did to fix it. Nothing worst than getting feedback from your customers and not fixing the problem. Management must be committed to making the improvements.
- Review the results carefully. It’s not difficult, but the results must be interpreted correctly. You may need an experience person to help you review and interpret the data.
Should you do this through an online survey or a personal phone call?
A personal call can be better and more effective but be careful as to who makes the call. This cannot be a confrontational discussion. Just a friendly fact gathering mission with some basic customer relationship finesse.
Should you get an independent third party with the proper experience to do your survey?
Yes, as you may actually get more accurate responses because people may open up to a third-party more than directly to the company. Professionals will also have a list of the best survey questions to ask and the skills to get the answers. You will also get the results in a format that is easy to understand and take action.
We have partnered with a company called Service 800 that has been doing professional and cost-effective customer surveys in the IT Channel for over 25 years. They know how to do it right. We invite you to connect with them directly to explore how they may be able to help you get the feedback necessary to improve your customer satisfaction and retain more clients. Learn more or talk with them directly.
If you are ready to make customer feedback part of your game plan, then connect with us as we are pooling together the best tools and services to get the job done right!