You have probably heard that customer service is the key to business success. In fact, you have probably experienced both good and bad service when you have made purchases. However, did you know that it is much easier and significantly less expensive to sell to existing customers than it is to sell to new customers? In addition, consumers will share their bad experiences at a much higher rate than their good ones. Therefore, these are some things you should know about the service you provide.
Customer Surveys Are Valuable
As a business owner, it is important to know how satisfied your customers are with your products and services. However, these individuals may not volunteer the information. Therefore, to gain adequate feedback, you should conduct regular customer surveys.
Learn whether their expectations were met. Ask how your clients’ experiences could be improved in the future. Find out whether they need any further service or additional products from you. Ask whether they are satisfied with their products.
Best Practices for Surveys
Your customers don’t want to fill out long, protracted surveys, so make them short and easy to understand. Don’t look for every minute detail about their purchase. Instead, ask questions that will help you improve your service overall. You may also encourage survey participation by offering discounts or entrance to drawings.
Survey Administration Isn’t Expensive
Surveying your customers is quick and inexpensive through your corporate website or business social media pages. You can also include surveys in your email marketing campaign.
If you want to survey your face-to-face customers, you can add your survey webpage to your receipts. You can also position surveys on the sales counter for your clients to pick up when they make their purchases.
Follow-Ups Are Important
After your customers fill out a survey, you should follow up with them, especially if any of their responses were negative. If you can solve their problem immediately and to their satisfaction, you can retain these customers. If you make several attempts to solve the problem and the client is still dissatisfied, accept that the customer may not make another purchase. Gain as much information as you can so it is easier to identify the underlying issue, so it can be fixed and not affect future customers.
However, even positive surveys should receive a response. Your clients want to know that they and their opinions matter. Don’t forget to provide them with the incentives you promised.
Customer service surveys can provide you with valuable data on your customers and your sales process. They can be valuable tools as you pursue business growth through returning and new customers.