"The best way to understand your customers is to ask them"
Good customer service is no longer a differentiator, you need to be excellent. Your customers want the best cost, the best service and he wants it at the speed of light. You have to keep challenging your service metrics to give the customer that much more to delight him. But, how do you know what your customers desire today to able to provide them the level of service that would delight them?
The most efficient way to understand your customer's satisfaction levels is to conduct a Survey. This can be done through Face to Face interviews, phone or invite them to take an online survey.
Some of our suggestions to launch successful Customer Satisfaction Survey Programs:
- Don't waste time in asking
- Asks the "right questions" to get the "right answers"
- Ensure confidentiality of all responses and respondents
- The results should lead to immediate corrective action for improvement
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Step by Step process to ensure effectiveness of Customer Satisfaction Survey Programs:
Planning is crucial for the success of the program. We need to be clear and precise about the objective of the survey and how we would go about achieving the end objective.
The questionnaire is designed visualizing the objective. To understand customer satisfaction levels to drive improvement by understanding key driver's to desired satisfaction.
The method of administration needs to be confirmed - Online Surveys, phone or face to face interviews. In either case, the survey needs to be programmed to ensure data confidentiality and completion.
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Data Processing, Analytics and Reporting
All completes are validated and edited to before being sent for data processing. The data is entered into the required format, coded and tabulated. The tabulated data is then charted with the insights into a presentation ready for executive briefing.
Online reporting is also used in most cases. However, the focus of online reporting is primarily to keep track of the progress of the program and to have a basic understanding of whether the responses are meeting the objective as planned. This monitoring is also useful to make changes to the survey at anytime to get the survey back on track with the objective.
Feedback and Action
Once the surveys are collected it is important to thank them for their time and cooperation to serve them better. You should because their responses would lead to business improvement and bottom line.
What is most important is to take corrective action quickly by understanding the key drivers to satisfaction and to analyze trends through historical data. The objective of all survey programs is to direct and manage change in all organizations. It is determined by the decisions makers' ability to use the results effectively through immediate action and translate the finding into measurable improvements.
Contact Us for your Survey Design and Programming needs and understand your stakeholders better.