Why bother?
The life blood of any business is good customer service. Although you should try and attract new customers good customer service will help generate customer loyalty and encourage repeat business. With each satisfied customer your business is likely to win many more customers through recommendations and remember, if you are not taking care of your customers, your competition will.
Online customer satisfaction surveys will demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide.
Where to start?
Objective - Before you start creating your survey clarify the objectives of the survey, in that way you will find it easier to decide what are the right questions to ask.
Analysis - When the survey is complete consider how you will analyse the answers.
Bare in mind that ‘closed’ questions (where the respondents are asked to choose from a limited number of responses) are easier to analyse than questions that are ‘open’ (where the respondent can reply in anyway they want).
Much will depend on the predicted volume of respondents, the higher the volume the more important it is to have an easy method of analysing the results.
Opportunity – As well as obtaining valuable market research data keep in mind that customer surveys are also a good way to advertise areas of your service that your customers may not be aware of.
Before you publish the survey confirm that the questions you have asked will provide you with market research data that when analyzed will help you make informed decisions.
Next, read through the survey from a marketing view point, check that you have phrased each question so that every opportunity has been taken to promote your business?
The ideal question will perform the following three functions:-
- Market research - provide valuable feedback to help you improve your customer satisfaction levels and in turn your business
- Marketing - promote aspects of your business
- Information/Education - advertise a service that you provide that your customers may not have been unaware of
For example:- Do you find the in-store baby changing facilities useful?
By asking this question not only will the store receive good feedback on the facility they provide but they will also advertise their baby changing facilities and promote themselves as a family friendly store beyond those customers who have a specific need for the facility provided.
Warts and all – to maximise the benefit from a customer survey you must be prepared to take criticism.
A customer satisfaction survey should be designed to identify any problem areas so that they can be fixed; conducting regular customer satisfaction will help prevent complacency and will also give early warning on where you may be losing business to your competitors initiatives.
What are the questions you should ask?
Although it is a given that each business is likely to have specific and unique factors that are important in providing good customer services there are common areas that are relevant to all businesses be they a physical store, online internet store or a service industry. The following are key areas to providing good customer service.
Communication - Is it easy for your customers to communicate with you?
When a customer telephones is their call answered promptly; are enquiries about products or services handled properly? A good business will make every effort to ensure that whatever the customers query it is resolved by the right person, politely, quickly and fairly.
If customers reported problems that cannot be 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 confirm that your customers find all your staff to be helpful, courteous and knowledgeable.
Location – Are you doing everything you can to ensure that your customers find it easy to visit you, if a physical store, does it have good access and is it conveniently located?
Making it pleasant, making it easy - For an online business it is important to ensure that your website is easy to use and aesthetically pleasing.
Regardless of the store being a bricks and mortar or purely online web based store, is the store properly laid out and can your customers find what they need and is there sufficient detailed information and help on hand to explain how a particular product works?
The right quality products – In addition to measuring the quality of the service that you provide you should ensure that the products and services that you provide match your customers’ requirements.
Value for money – Cheap or expensive is rarely a good measure, value for money is.
Do your current customers consider your services as value for money, if not, why not?
Speed and attention – The majority of customers will want to be dealt with quickly but attentively.
Are you doing everything you can to avoid any delay?
Good businesses will try to treat each customer as an individual, does yours? Attention is appreciated but it needs to be followed up with a quick and satisfactory resolution to the query.
Demographics and Specific issues – Take the opportunity to profile your customers, for example where do they live and what is their age group?
The better you understand your customers the more you will be able to properly target your business.
Within the survey encourage customers to highlight their problems and provide contact details.
What next?
Analyze the results once the survey has been completed.
Trends – Identify specific and common areas where the customer service is failing.
Ask yourself if any criticism is valid, be honest to yourself, is there anything that can be done to properly resolve, or at the very least, minimise the problem?
Training – Are all employees properly trained and do they have sufficient knowledge?
Where staff training programmes have been implemented have they had a positive impact on the business?
Follow-up – If a customer who has completed a survey has raised a specific issue do all you can to ensure that their complaint is addressed.
Do not squander the opportunity to resolve a problem and keep a customer.
Continuously Monitor - Make changes and then measure by issuing further surveys.
If you are interested in tracking customer satisfaction and would like to see a sample survey for a store that demonstrates some of the above advice please view the following example that can be used as a customer satisfaction survey template.