4 Steps to Successfully Surveying Customers
Statistics show that customers will walk away if they experience bad customer service. In addition, most customers purposely avoid working with customer service representatives because they find it frustrating. Even if your product or service is impeccable, ensuring a delightful experience for customers reigns supreme. Conducting a survey can give you an accurate measurement of how your customers feel and shows them that you value their feedback. To efficiently and precisely collect input from your customers, follow these four steps to create a customer service survey for your business:
1. Writing the questions
Try to come up with questions that are easy to answer, such as yes/no responses, multiple choice options, or a rating scale. Remember that you're asking your customers to do a favor for you. They don't need to take the time to answer your survey, so keep it brief and simple.
2. Segmenting the customers
Determining which group of customers you want to survey may help dictate the questions you ask and allow you to hone in on a particular sector of your business. For instance, if you're an insurance company offering home and auto insurance, you might want to distribute different surveys to the customers that have just home insurance, just auto insurance, or both. You might find that one group of customers has a better experience than another, which may indicate exactly where you should focus your improvement efforts.
3. Sending the survey
Next you need to decide how you want to send your survey to your customers. You might include it in your email newsletter, or you could give customers a follow-up phone call after they've called the help desk. Depending on the length and format of the survey, you may choose one platform over another.
4. Analyzing the results
Once you've collected survey responses from your customers, the most important element of the process is reviewing the results. From what your customers tell you, you should then take steps to make improvements and share the results with the team overall. Also, inform your clients when you've made changes based on their feedback!
Customers can provide a lot of insightful information to a business, if they're asked. Surveys can be an efficient way to gather their perspectives and help you make improvements to your business overall, which ultimately will make your customers more happy and more loyal to your brand.
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