How are you? Well, we’re winding down to the end of this short course.
But we still need to go over a few things about how to provide good
customer service for your business. Today we are going to jump right
into how to make a good customer service survey.
As we have been discussing throughout this series, customer service
is a way to communicate with the customers by providing assistance
about the product or service and the most vital aspect in evaluating the
customer’s satisfaction is through customer service. .
Many business owners don’t realize that good customer service
creates happy, satisfied, repeat customers. One way to measure the
customer service standards for any business is through customer
surveys. This is a vital tool that is often overlooked.
A customer service survey shows the solid reputation of the business
you have established. Customers have the chance to evaluate whether
their expectations are met and if they have been treated well by the
business.
Through customer service surveys, positive and negative remarks are
clearly shown. Basically this is just a simple way of getting feedback
from your valued customers.
This information allows the business to evaluate their standards and
develop better customer service policies. Customer service surveys
can also help when it comes to making good business decisions.
A well written customer survey can give you all of the information that
you
need to make positive changes for your business. On the other hand
surveys that aren’t well written will not help you achieve the results that
you want. To avoid this it is important that you follow a few simple
guidelines to craft an effective survey questionnaire.
– Identify your objectives.
The survey objectives are very important; carefully identify your specific
objectives. When goals are not clear you will end up with a
questionnaire that is unfocused and ineffective. Always be direct
about the information you want to acquire. Successful surveys act
as tools in denying and confirming the customer’s expectation’s from
your business.
Questions in the survey must be easily answered. Customers don’t
want to have a hard time answering your questions. Never use
abbreviations, slang or any technical jargon in your questionnaire. You
will obtain more helpful answers if you make the questions easy.
When it comes to crafting a good survey you can use a few different
types of questions, such as:
– Questions answered with a simple yes or no.
(For example: Will you purchase this product again?)
– Questions answered by multiple choices.
(For example: Which products do you like most? Product A, B. or C?)
– You can also use scale or rankings and ask the customer to rate their
experience. (For example: Please rate our service from 1 to 5)
– Use open ended questions.(For example: What are your suggestions
to better improve our services?
– Alternate your questions.
Try mixing easy and difficult questions throughout your survey. This will
help keep the customers interested and encourage them to answer
more questions. A good rule of thumb is to set two easy questions first,
like the yes or no and the multiple choice questions. Then start to
include your open ended questions. This process will keep your
customers from feeling like you are requesting too much from them.
– Don’t be biased.
Lastly don’t make the questions biased. Successful surveys should get
the true opinion of the customer and not just the answers that you want
to hear. This is the best way to measure customer satisfaction.
Customer service surveys are a very important tool that can help you
make informed decisions for the betterment your business, products
and services. If your goal is to achieve a 100% satisfaction rating from
your customers, using surveys will definitely help you to achieve that
goal.
I hope today’s lesson was helpful to you. Don’t forget to keep an eye
out for my next post. We will be talking about some great ways that
you can achieve superb customer service ratings.
There will be some great stuff in your last lesson, so don’t miss it!
Rome
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