Do you know what your customers and clients think of your business? While you may believe you have a pulse on how your organization is perceived, how do you know for sure?
Through the use of customer surveys, you can get a better idea of how you are performing. This includes what you are doing well, what needs improvement, and how to change your processes in the future.
Why should you Care?
On one side of things, you probably have a strong desire to know what customers think about your business. On the other side, you may be wondering if this is really that big of a deal. Should you really be spending time on this?
With a well-crafted survey, you can deal with problems before they become too big to handle. Along with this, you can see what your company is doing well to ensure that you stay on the right path in the future.
Customer Surveys – 3 Tips for Getting Started
It is one thing to say you are going to get involved with customer surveys, but another thing entirely to take the leap. This is a big step forward, so make sure you are doing everything right from the very start.
Before we go any further, it is important to note that simple is typically better. Remember, your customers don’t have a lot of time to waste on surveys. Sure, they are willing to help but you cannot expect them to sit down for 20 minutes and give you tons of information. This is not going to happen.
With all this in mind, here are three tips for getting started:
1. Ask targeted questions. You must make sure you are getting as much value as possible out of your survey. For this reason, the questions you ask should be targeted to the customer’s experience.
2. Avoid yes or no questions. While there is nothing wrong with including one or two of these, you want to put the customer to work (to a certain extent). You want him or her to provide you with feedback that is actually useful, not simply a “yes” or “no” answer.
3. Leave space to expand. Sometimes, a customer will have more to say. Make sure there is enough space on the survey for these people to add their thoughts.
Your First Step
While you have many options for conducting a survey, using the internet is the number one choice in today’s day and age. Not only are most people more likely to complete an online survey, but it is also easier for you to manage.
Note: there are companies that specialize in online surveys, with SurveyMonkey.com being one of the best.
If you want to learn more about the importance of customer surveys, contact us today to discuss your situation.