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Satisfaction Surveys This Year
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Possibly it’s just human nature, but we often remember awful incidents rather more easily than positive ones.
We’ll notify our friends and family if we aren’t content with the service we paid for from a certain company far readily than we’ll inform them about a positive experience we had with a certain business.
That’s why it is paramount for companies to keep customers happy. Many will fork out thousands and, in some cases, millions of pounds trying to entice new consumers, but often the focus should be keeping your regular customers content.
It may seem like a no-brainer, but the easiest way to find out how your patrons are feeling is to ask them. A customer satisfaction survey can prove priceless as it will give a business with a whole host of information and let them know what’s successful and what’s not.
Keeping existing clients satisfied can often attract new customers a lot more easily than expensive advertising campaigns, so customer satisfaction surveys are necessary in assessing the mood of your customer base.
The other side, of course, is that an unhappy patron is more likely to state their dissatisfaction to friends and family. There is also a fair chance they’ll take their custom elsewhere, probably to a rival business.
The larger the company, the trickier it can be to stay in touch with how happy your patrons are. On a very low level, a corner shop worker interacts with his or her customers very frequently and can easily discover how satisfied they are.
However, if you are offereing goods or services to thousands or millions of people on a regular basis, then it is a lot more difficult to get an idea of their experience.
By put together customer satisfaction surveys or csat surveys, you allow customers to inform you exactly what they want. You give them the chance to say what they enjoyed and what they didn’t like, where they think you can do better or how they enjoyed the services or product you provided.
And because your patrons are so essential to your company, they are the ones you should respect.
Of course, when you are putting together a customer satisfaction survey make sure you are aware of the golden rule of asking the right question to the right person.
You should ensure that you direct your question to the person who is utilising your service or product – in many households, this may not be the same person who has purchased it.
Make your mind up on what aspects of your business you want to inquire about, how many people you want to survey and how you will process the results.
Customer satisfaction surveys can either tell you that your company is giving your customers what they want or help direct you down a new path which can lead to an upturn in fortunes.
David Edgar writes for several customer satisfaction blogs and websites. His knowledge and style will inform and entertain. For more information on customer satisfaction survey, visit www.infoquestcrm.co.uk.
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