satisfaction is through customer service. Customer
Service is a way to communicate with the customers by
providing assistance about the product or service. A
good customer service reflects satisfied and happy
customers. Another way to measure your company’s
customer service is through surveys.
A customer service survey shows the solid reputation
of the business you have established. Customers have
the chance to evaluate whether their expectations are
met and if they have been treated well by the company.
Through customer service surveys, positive and
negative remarks are clearly shown. This is basically
getting feed backs from your valued customers. Because
of this, the business can modify the processes, set
other standards and develop a better customer service.
Customer service surveys mainly help a company in
making good business decisions.
Writing a very good customer service survey can give
you good results. Surveys that aren’t written well
will definitely spoil the possible outcomes. To avoid
this from happening, just follow the guidelines below
and you can be assured of a well devised survey
questionnaire.
The survey objectives are very important; carefully
identify your specific objectives. When goals are not
clear, you may be lost and you’ll find out that your
questionnaire had gone too long and unfocused. You
will never get any information in just a single
survey, the right thing to do is to be direct about
the information you want to get.
Your expectations should be properly lined up.
Successful surveys act as tools in denying and
confirming the assumptions you have based on your
objectives. Always keep up with the customer’s
expectation and you’ll get informative answers.
Questions in the survey must be easily answered.
Customers don’t want to have a hard time answering
your questions. Never use abbreviations, slang or any
technical jargon's in your questionnaire. You will
obtain more answers if you make easy questions.
You can use two to six kinds of questions. Use
different kinds of questions such as the following:
- Questions answerable by yes or no. (For example:
Will you purchase this product again?)
- Questions answerable by multiple choices. (For
example: Which product do you love most? A. MP4 B.
Laptop C. PSP
- Using scale or rankings, e.g. rate our customer
using the 1-5 scale. 1 as the highest down to five as
the lowest. (For example: Please rate our service from
1 to 5)
- Use open ended questions.(For example: What are your
suggestions to better improve our services?
Alternate easy and difficult questions. Mixing easy
and difficult questions can make the customers answer
more because this will make them interested. Do this
by setting two easy questions first, like the yes or
no and the multiple choice questions. Afterwards, you
can use open ended questions. By this process, your
customers will not feel that you are giving them a
hard time answering each question.
Lastly do not make biased questions. Successful
surveys should get the true point of the customer and
not the answers you want to hear. This is a true the
way to measure customer satisfaction.
Companies highly regard customer service surveys. It
is a very important tool to make new business
decisions for the betterment of your product and
service. The focal point of the many businesses is to
gain 100% satisfaction ratings from the customers.
Using surveys is definitely helpful to achieve
excellent customer relationship.
Dan and Deanna "Marketing Unscrambled"
4 comments:
Hi Dan and Deanna .. your points are quite right - especially if you implement any suggested improvements, or explain to that customer why you can't - & it's logical.
Keeping your staff (once found good ones - don't lose them) .. as they will keep that rapport with your customers - an essential aspect to any business.
Thanks - Hilary Melton-Butcher
Positive Letters Inspirational Stories
Thanks for the good article.
One of the best ways to measure customer satisfaction is to use a specific question asking about the customer's willingness to recommend your product/service or brand.
It can be incorporated into your customer satisfaction questionnaire as follows:
"How likely would you be to recommend [product or brand X] to a friend or colleague?"
Use a rating scale from 0-to-10 where '0' means "Not At All Likely" and '10' means "Extremely Likely to Recommend".
I've written elsewhere that your satisfaction questionnaire should also include an open-ended follow up question like the following:
"What would it take to get your rating to a 10?".
You'll get great insights as to how to improve your business.
Andy
Hello Hilary,
If you learn from your customers, you will have customers for life. They will be happy with the service that you provide. You will know what they need and you will know how to take care of that need.
Your staff is very important and the rapport with the customers is one of the things that keeps the business going.
Dan and Deanna "Marketing Unscrambled"
Hello Andy,
Thank you for the great comments. They are very helpful to all that read them. They are a great addition to the post. We can all learn from one another.
It is nice that you came to visit. Please come again.
Dan and Deanna "Marketing Unscrambled"
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