A customer survey can help you greatly improve your future customer's experience with your products. But how do you set one up? What should or should not be in it?
Here's a few tips and considerations for putting together a successful customer service survey:
- Special Offer - To help get your customers to respond to your survey, give them a special offer. It could be a percentage or dollar amount off of a future purchase, or it could be a drawing for a prize. Whichever path you choose, make the offer irresistible. Remember that the feedback you get will be invaluable for improving your business, and well worth the costs of discounts and prizes.
- Privacy - Don't go overboard with how much personal information you ask for in a survey. People don't want to give out too much for fear that they are going to be spammed, receive junk mail, or be called by telemarketers. Get as little information from them as possible.
- Thoroughness - Make sure your survey covers every aspect of the customer experience. Greeting, Web Site, Product Satisfaction, etc.
- Comments - Have space for customers to freely comment about their experience. No matter how thorough you are, you should leave room for general comments.
- Convenience - However you decide to conduct your survey, it must be convenient for your customer. An online survey is probably the most convenient way to offer one to your customers. You can pay for a survey service such as Constant Contact, or you can choose a free service for surveys.
- Be Specific - General Questions like "How would you rate your overall experience with XYZ Company?" are good, but you don't want too many questions like this. Get into the nitty gritty of what your customer's experience is.
- Be Brave - Don't be afraid to ask questions that make you feel uncomfortable because you're afraid of what the answer will be. Genuine feedback is what you want.
Retail Sample Questions - Here are some sample questions to get you started if you're a retail store:
- How was your experience at our store?
- How inviting was the mood of our store?
- Were you greeted when you entered our store?
- How good was the product info that you were given by our employees?
- How easy was it to find what you were looking for?
- Did you feel important when you came into our store?
- Were you happy with our product selection?
Website Sample Questions - Here are some sample questions to get you started if you have a website:
- How was your experience at our website?
- Were you greeted when you entered our store?
- How good were the product descriptions that you were given on our website?
- How easy was it to navigate our site to find what you were looking for?
- Was our checkout process easy to follow?
- Were the pictures of the products satisfactory?
- What advice would you give to help us do better in the future?
- How happy are you with your products?
- Did your product arrive in a satisfactory timeframe?
Use these tips to help you set up your next customer service survey.
Brent Burgess has been a successful leader within a major company in the United States for several years. He also has a small business, and has worked in several other side businesses. He is currently running a small business and career resource website called Bizfire.net [http://www.bizfire.net]
Brent is married with four children, and lives in Alabama.
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