Want to Master Customer Service? Survey Your Customers
Business Blogging 04/16/2014
To stay up to date in a highly competitive environment, it is imperative to refine customer service practices. The most elite corporations that exist use a customer service platform where they are constantly obtaining feedback to align with their business practices. The outcome of listening to customer issues and suggestions enforces a high level of customer loyalty towards your brand. Surveying your customers is an ultimate form of customer service, however the right plan is needed first. The Survey Objective A company may have several reasons to conduct an online survey, and it is important to keep a laser beam focus when speaking to customers. An online survey must clearly indicate what the purpose is and why the survey is being conducted. When indicating the purpose, it should be clear when delivering to your recipients. Such areas to be clear on the online survey would indicate the purpose on a headline or a subject line within an email. The survey purpose is an effective way to gain interest from your audience members to encourage participation. Example: Dear Customer: We value you as an ABC Insurance customer. We want to ensure you are provided the best service possible, and would like to know more about what insurance you currently have. Please take a few moments to complete this online survey. The Survey Audience Once you have outlined your objectives, it is essential to indicate who the online survey will be delivered to. Even though it will likely be directed towards your customers, your survey may want to target a specific group from your customers. Therefore, the reason for determining your online survey audience is making sure your online survey serves a purpose to obtain the most effective data. If you are sending your online survey to businesses, you want to gather data from the key decision makers from the business. Determining Feedback That Matters When conducting your online survey to customers, make sure you focus on the answers that truly matter to you as a company. You may want to ask as many questions as possible, but you don’t want it to come across as irrelevant. You want to find a true connection between your customers and business. Such behavioral questions you may want to ask could be focused on:
- Product/Service Efficiency - "Were you satisfied with your purchase?"
- Delivery Timeliness - "Were you pleased with the service turnaround times?"
- Collaboration - "Did the staff work well with you in delivering what you needed?"
- Helpfulness - "How happy were you on the level of customer service you received?"