Trying one of these simple tactics to get feedback can keep you from losing customers
“Are you satisfied with the service you received?” That is a tough question to ask. You’re opening yourself up to a variety of answers. Some people will be brutally honest with you. Others are afraid of confrontation or hurting someone’s feelings, so they lie and say everything was great. But then they hire a different company.
If you don’t think you are up to that much face-to-face honesty, a customer service questionnaire or survey is a great option. It will allow customers to give honest feedback about your employees, your equipment and your service. There are a couple different ways you can do this.
One way is to hire an independent company to poll your customers. They will call them and gather any data you would like. You can really specialize this questionnaire by the type of customer they are contacting. The downside is that this method can be a little expensive and takes some time to complete.
The second option is to send a small survey with your invoices. You can easily type something up and enclose it in the bill. This is probably the cheapest option, costing you the price of a couple reams of paper. The downside is that there is no guarantee that people will fill it out or send it back.
The third option is an email survey, which we have done in the past. You can either do a huge email blast to all of your customers or you can be more specific. You can email event customers the week after their event. You can poll construction companies at the end of the year about the service they received.
We used Survey Monkey and I was really happy with the results. If you are a really small company you can use the free version, which will give you 100 responses. The next plan up is $25 per month and that allows for more customization and more responses.
There are many ways to get feedback. It may hurt to read some of it but the most important thing to remember is that any feedback is good for your company. I would rather know now how bad my service is rather than at the end of the year when I have lost customers.
So open yourself up to some constructive criticism and try a customer survey.
About the Author: Alexandra Townsend is co-owner of A Royal Flush, based in Philadelphia.
Have you done customer surveys in the past? Which method worked best for you?