Creating a Powerful Customer Survey: Things to Consider

Customer surveys can be very useful tools that can help you provide better customer service, but often customers just won’t participate in the surveys. This is because today’s customers are inundated with surveys wherever they go. Many businesses fail to explain why the surveys are necessary and even fewer act on the answers given by the customers. Here’s how you can improve the results of your customer surveys so you can provide the best service for your customers.

Be clear about why you are sending the survey

Why should a customer take time out of their day to help you? Explain why you need to survey your customers in order to provide them with a better service. Be honest–tell them you want to get to the bottom of any issues that customers have had in the past and that you want to know how to better serve them in the future. Don’t just ask for generic feedback–your customers don’t have time to contribute to something that won’t benefit them specifically.

Make sure you are asking the right questions

Think of the survey as a means to an end–you need the end result to be a problem solved, so ask the questions that will help you find the solution to the problem in the first place. You need to know what you will do with the answers you receive in order to ask the right questions, so keep this in mind when creating your survey. Be specific with your questions, then follow up with asking for further explanation. For example, ask how your customers feel about a certain policy or product, then ask them to explain why they feel that way. Ask for permission to contact them further if you really want to dig down deeper into your customer’s insight.

Make the surveys easy and quick

As mentioned before, consumers are overloaded with survey requests. Make yours as short and as simple as possible if you want to increase your chances of customers completing them. Try to keep the time it takes to complete the survey under five minutes. Don’t waste your customer’s time on a survey or they may think less of your business. And don’t forget to implement your feedback! Surveys are useless if you don’t act on the information you get from them.

For more tips on keeping your finger on the pulse of your customer relationships, visit Answer 365 today.