Customer Surveys To Understand Your Customers
If you don’t know what your customers think of you how can you satisfy them? Gut feelings and intuition, especially at a senior level is dangerous. You need hard facts from where your money comes from – you customers. The only way to get this information is to ask them.
Customer surveys must be well structured to be meaningful. Before asking customers anything think about the questions. What will you do with the results? Are the questions actionable? Who is accountable for each question? How will you handle a good and bad response? Can you action negative feedback and how quickly can you change? If you cannot answer these basic questions you are not asking the right questions and are wasting your and your customers’ time.
Not all customers are the same. Not all relationships are the same either. Relationships can range from a once-off ad hoc purchase through to a long-term highly complex and mission critical relationship.
We have many different types of customer surveys so you can tailor a solution that fits your customers. We use well know surveys like Net Promoter Score (NPS), Customer Satisfaction Surveys (CSS or CSI), Customer Experience Indices (CEI, CXI), in-depth interviews, telephonic scripted interviews, social media, Facebook, QR codes, USSD codes, and customized surveys.
Customer responses are sent to you immediately so you can fix issues earning their gratitude and increasing their loyalty. We create dashboards so you can consolidate customer responses into one view. These dashboards are shown in real time so you can keep a finger on the pulse of your business. They are also drill-downable so you can interrogate the data.