Surveys are one of the best ways to gather feedback to improve and measure customer satisfaction. One might think that a survey’s goal is to acquire positive feedback, but while positive feedback is a nice confidence boost, does it drive change? No.
Business owners should keep in mind that more than likely, they will have a dissatisfied customer(s) at some point. Consequently, when this happens, one must be open to what is being said, and determine if improvement needs to be made, or if the suggestion could be something that would allow your business to grow.
The worst thing that a business can do with survey results is – you guessed it – nothing. Whether your results were so discouraging that you believe nothing can be done, or they were so satisfying that you believe nothing needs to be done, you’re not taking advantage of the great opportunity that you have been given. We want to show you how to turn your customer results – good or bad – into action.
Useful feedback is rooted in carefully crafted questions, such as those that are asked as essays or open-ended, leaving room for your customers to provide more actionable feedback. A few examples of strong survey questions are:
While you evaluate your feedback, getting into a humble and learning mindset is critical. Growth and improvement can’t happen if you are only looking for responses that tell you how phenomenal your business is. Instead, strive to establish an accurate and genuine understanding of what your customers have to say.
When it comes to taking action, there are two key components – your satisfied customers and your unsatisfied customers.
If your survey results show that your customers are overall satisfied with your product or service, feel free to applaud yourself, but don’t stop there. Positive results, such as testimonial quotes or Net Promoter Scores can be used in your website or social media marketing efforts. Also, don’t forget to recognize staff who go above and beyond as a way to retain your top talents!
Your unsatisfied customers are also a valuable resource. These days, it’s easier than ever for customers to share about their experience with the public, making your response even more critical. An apology can go a long way, but what if you took your apology one step further by turning the issue into an opportunity for improvement. Keep in mind, nobody will be more honest than an unsatisfied customer – making them your best marketing weapon.
Listening to your customers is one of the greatest ways to improve your product, grow your business, and foster lasting loyalty. Conducting your customer survey is only the first step – it’s crucial to make sure that results don’t go ignored, humbling yourself to critically analyze the results and adjust your strategy.
At eAutoFeedback, we want to help you through this process. Contact us to learn more about how we can help you harness the power of customer feedback and create a powerful action plan for your business.
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