Do You Know What Your Customers Really Want or Think of You?

For companies wanting to consistently provide excellent customer service and stay one step ahead of their competitors it is essential to obtain regular feedback. It is your customers that will be able to provide the most important insight into your products & services so ask them. Customer feedback is invaluable and best of all surveys can be inexpensive.

There are a number of benefits from asking your customers whether they are satisfied or not with your service or products, these include:

Improved customer retention and product development is achieved by knowing what the customer wants and adapting to meet these needs.
The strategic use the data collected can be used to drive innovation and help develop new initiatives.
Greater customisation is also achievable by analysis into the different customer segments and products and services purchased by each group. This can be incorporated into a tailored marketing approach for each segment surveyed.
If acted upon surveys will allow you to react quickly to fix problems, address grievances and alleviate customer concerns.

What might you ask:

  • How satisfied are you with the purchase you made (of a product or service)
  • How satisfied are you with the service you received?
  • How satisfied are you with our company overall?
  • How likely are you to buy from us again?
  • How likely are you to recommend our product/service to others
  • How likely are you to recommend our company to others.

A customer satisfaction survey can be incorporated into your marketing program, your business practices or other customer nurturing initiatives. There are a number of ways you can ask your customers opinion explore the options and pick the method that works best for you and your customers, such as:

  • Call them on the phone: If you have their phone number, and their permission, you can call them after their visit and ask how satisfied they are.
  • Email them a customer satisfaction survey: Be careful to not violate Spam laws
  • Email them an invitation to take a customer satisfaction survey
  • Face-to-face: As they are about to walk out of your store or office, ask them.
  • Mail them a questionnaire
  • Via a competition
  • Through social media, blogs or your website

Tip: Most important of all, once you have surveyed your customers, analyse the results into what is most important to them and ensure you provide feedback to them on what you plan on doing to resolve any issues identified.

Watts Price Accountants has expertises in developing surveys, such as the Horsham Business Confidence Survey, if you need any assistance call  the team on 03 5382 3001.

Richard Kemp – Watts Price Accountants
E: richardk@wattsprice.com.au

The advice provided on this Article is general advice only. It has been prepared without taking into account your objectives, financial situation or needs.