Client Satisfaction Survey Example

Customer satisfaction surveys that work

Why bother?

 

Good customer support is the life blood of any business. Although new customers are vital good customer support will help generate customer loyalty and repeat business. With each happy customer your business is likely to win many extra clients by means of recommendations and bear in mind, if you are not taking good care of your clients, your competitors will.

 

A Customer Satisfaction Survey will enable you not solely to determine problem areas but will even demonstrate to your customers that you care and are proactive in searching for methods to improve the service that you provide.

 

Where to start?

 

Objective – Before you start compiling your survey you must first consider what the aims of the survey are, in that way you will stay focused and find it simpler to resolve what questions to ask.

 

Analysis – Along with the objective think about also how you will analyse the answers having completed the survey. Keep in mind that ‘closed’ questions (where the respondent is requested to select from a restricted number of responses) are easier to analyse than ‘open’ questions (where the respondent can reply in anyway they want). A lot will depend on the volume of respondents, the higher the volume the more important it is to have a straightforward method of analysing the results.

 

Opportunity – Remember that as well as acquiring beneficial market analysis data customer surveys are additionally a good way to publicise facets of your service that your customers might not be aware of. After you’ve drafted your survey read through the survey from a market research view point and examine that you are asking the fitting questions in the correct way and that with the suggestions info it is possible for you to to make informed decisions. Then, read through the survey from a advertising view point, verify that you’ve got phrased each question so that each opportunity has been taken to advertise your enterprise? The ideal question will perform the following three functions:-

 

Market analysis – present priceless suggestions that can assist you improve your customer satisfaction levels and in turn your enterprise

 

Marketing – promote features of your corporation

 

Information/Education – promote a service that you provide that your clients may not have been unaware of

 

For example:- Do you find the in-store baby changing services useful?

 

By asking this question not only will the store obtain good suggestions on the facility they supply but they will even promote their baby changing facilities and promote themselves as a family friendly retailer beyond those customers who have a specific requirement for the facility provided.

 

 

Warts and all – to profit most from a customer survey it’s essential to be ready to dig deep and accept the worst. A customer satisfaction survey must be designed to spotlight issues so that they can be addressed; regular customer satisfaction will prevent complacency and will also give early warning on where your rivals initiatives could also be losing you business.

 

 

What to ask?

 

Although every enterprise is likely to have particular and unique factors that are essential in offering good customer services there are common areas which are related to all businesses be they a physical retailer, Web based or a service industry. The following are some key areas to offering good customer service.

 

 

Communication – Do you make it straightforward for the client to speak with you? When a customer telephones is the telephone answered promptly; are enquiries about products or services properly dealt with? A very good enterprise will make every effort to ensure that regardless of the customers query it is resolved by the right individual, quickly, politely and fairly. If an issue is not resolvable immediately do you promise to respond in a given time period and do you deliver on your promise? Use a customer satisfaction survey to substantiate that each one your employees are perceived by your customers as being helpful, courteous and knowledgeable.

 

Location – Do your clients find it simple to visit you, if a physical store, is it conveniently situated with good access?

 

Making it nice, making it easy – For a virtual enterprise it is very important to be certain that your web site is aesthetically pleasing and simple to use. Physical retailer or web site, is the shop properly laid out, can your customers find what they need and is there ample info and assistance readily available to clarify how a selected product works?

 

The right high quality merchandise – Not only do you have to measure the quality of the service that you provide but it’s best to check that the services that you market are what the client wants and closely match their expectations.

 

Value for money – Low-cost or expensive just isn’t always a very good measure, value of money is. Do your clients equate your enterprise with value for money, if not, why not?

 

Speed and attention – It doesn’t matter what the enterprise, the vast majority of customers will wish to be dealt with quickly but attentively. Are you doing everything you can to avoid delays? Good businesses will try to treat every customer as an individual, does yours? Attention is one factor but this has to be hand- in-hand with a quick and satisfactory resolution of the query.

 

Demographics and Specific issues – Take the opportunity to profile your clients, for example where do they live and what is their age group? The more you try to understand your clients the better you will be able to target your business. Within the survey permit clients to highlight specific issues and supply contact details.

 

 

What next?

 

Having completed the survey analyse the results.

 

Trends – Search for common and specific areas where the service is failing. Ask your self if the criticism is legitimate and is there something that can be carried out to resolve or minimise the issue?

 

Training – Are the workers correctly skilled and have they got enough knowledge? Where workers training programs have been carried out have they had a positive impact on the enterprise?

 

Follow-up -If a customer who has completed a survey has raised a specific issue be certain that they are contacted and their grievance addressed. Don’t lose an opportunity to resolve an issue and preserve a customer.

 

Continuously Monitor – Make-changes and then measure by issuing further surveys.

About the Author

For a considerable number of years Myles Bryan has been using surveys and questionnaires to measure the customer satisfaction of his, and those of the businesses that he consults for.

 

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