|
|
Customer Satisfaction Consulting .com
|
Customer Satisfaction Survey
One tried and true method of implementing customer satisfaction survey is to mail
out questionnaires to customers. However, when conducting a customer satisfaction
survey, what do you ask your customers? What is important to you and how do you
ask the customers? There are several ways of how to question your customers about whether or not they
were satisfied with the service they received, about your company, and your products.
You can ask them face-to-face as they leave your store or office, or you can contract
them via phone. If you contact them, make sure that you have their permission before
you can call them, inquiring about their satisfaction. Another way is through email.
However, if you email your customers a satisfaction survey ensure that you do not
violate any spam laws. To do this you can email them an invitation for them to
partake in a customer satisfaction survey. However, you decide to conduct your customer satisfaction survey, the best time
to do so is when their experience is fresh in their minds. If you wait any amount
of time before conducting the survey, the customer's may have forgotten some details
or even confuse your company with other company. For this reason, it is important
to make sure that you contact your customers with in a reasonable amount of time.
When you contact your customers, there are a million questions that you can ask,
yet the single most important question is, will you do business with my company
again?? While at times it may be very tempting to reduce your survey to only the essential
questions, by doing so you could be miss out on a lot of valuable information.
In addition, by using an abbreviated survey, you could actually be misled as to
what your customers really want. Very often, it is difficult to only ask if your
customers will purchase from you again for it is too easy for them to simply answer
yes, whether they mean it or not. The questions on your survey must reveal what
your customers want you to change about your business and what they want you to
remain doing. Some of the question you may consider asking your customers are how satisfied they
are with the purchase they made; how satisfied with the service they received; how
likely they are to recommend your company or product to their friends and family.
Other questions you may consider asking have to deal with their loyalty to your
company and/or product such as how satisfied are they with your companies overall
performance and how likely are they to continue to use your company and/or product.
In addition, you have to inquire what it was that the customers liked and disliked
about your company, product, and service. By having a clear understanding of what your customers like and dislike about your
company, product, and service, you can make changes that will improve customer satisfaction.
, Customer Satisfaction Consulting.com |
Home page
Consumer Rating Companies
The Consumer
Increase Sales
Information Search
Disclaimers |
