Improve Customer Care With SurveysPosted by Nicole
There are many brilliant ways to stay in touch with your customers, but if you really want to know what they’re thinking, you can’t beat the anonymity and neutrality of a survey.
Simple email questionnaires can provide small business owners with priceless information on everything from how well your company is meeting your clients’ needs, to which new products or services your customers would happily pay for.
In short, surveys allow you to find out exactly how you can give your customer precisely what they want. And isn’t that what customer relations is all about?
Tips For Writing Effective Survey Questions
Start by ensuring you are asking the right questions (hint: here are a few good ones to start with!). Your questions must be asked in a way that is simple, clear, and to the point. As Sabrina advised in her post, The Art Of Asking Questions, always avoid jargon and ensure your questions are not leading, misleading, or biased.
Check out Survey Monkey’s helpful tips on writing survey questions, and be sure to read Part 2 of the Art of Asking Questions, with advice on when to use open-ended questions (and when not to), and the importance on ordering your questions correctly.
You also might enjoy Neal Whitman’s How To Write Good Survey Questions, a guest post on Grammar Girl: Quick And Dirty Tips For Better Writing.
Increase Response Rates To A Questionnaire
Because the value of customer surveys is well understood, customers are often approached by companies with incentives to entice them to respond. You’ve probably been offered a chance to win a prize for logging onto a site and completing a customer satisfaction survey after buying a coffee or a new pair of jeans. Incentives work, but they shouldn’t be the only thing you do to make it easy for your customer to say yes to completing a survey.
Recognize that your customer is as busy as you are. Keep your survey short, sweet and to the point, so your customer doesn’t feel burdened or turned off. Present your email survey respectfully and thoughtfully — always for a good reason, and no more frequently than every few months.
Are you using surveys to improve your customer service? What tips would you add to make questionnaires more effective, useful, and appealing to customers?