Running Customer Satisfaction Surveys Is Not Rocket Science

This may seem obvious, but you’d be surprised at how many small businesses forget one of the first rules of business: A happy customer is a repeat customer. Not only that, a happy customer will tell create additional customers through referral.

Also, tell them you will be calling in 2 days to schedule a face to face meeting. At the meeting you will explain your USP and how it can improve their business.

C) they have created a website with amazing looking home page that they can add a screen to your portfolio, but they can not display the Web site to relax, because it does not exist!

A study has shown that it takes 16 times the effort to get a new customer as it does to sell to an existing one. So treasure them all and treat them like a $1m customer.

We were making light duty pickup trucks. And we worked hard to make the very best light duty pickup trucks on the market. But no matter how hard we worked, no matter what we did, no matter how hard our vendors worked to improve their components, we simply didn’t move up in the rankings. Consistently low. Not even close to Number 1 in Customer Satisfaction. We had Quality Month, and we turned in Quality Tips; we had Quality Improvement contests, and a Quality poster contest. We did Quality Improvement videos on the inter-company news network, we wore shirts that reminded us that Quality was our highest priority. We drank out of plastic cups that had Quality slogans all over them. But we still didn’t make any gains in the J.D. Power wendys survey.

But what is the best way to turn first-time customers into repeat customers? It’s to make sure that you really over-deliver! In fact, you should under-promise and over-deliver… just the opposite of what we often see. Tell people what you will do for them and then do it.

You need to ask good questions to get good answers. There is a right way and a wrong way to ask questions. In fact, with customer satisfaction surveys, there are lots of WRONG ways to ask questions. Wrong survey questions get wrong survey answers. There are many available survey tools online that you can choose, but deciding which of them is the best can be challenging. Doing a survey based on your own trial and error can be risky.

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Running Customer Satisfaction Surveys Is Not Rocket Science

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