Customer Surveys
Gathering detailed feedback directly from your customers is invaluable to the development of your team and your business. Getting this feedback quickly, to allow you to make real time change, is even more valuable.
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Telephone or online surveys can target the following customer profiles:
Customer Satisfaction Surveys (CSI)
Surveys to current customers can focus on feedback for a number of different areas. The most commonplace is feedback on the level of customer service that is being provided by your company, as well as your price point and value for money. This survey can also be used for market research purposes, to obtain feedback from your customers on the launch of a new product or service.
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CUSTOMER FEEDBACK
Past Customer Surveys
Surveys to past customers is a valuable way to establish why a customer has stopped using your product or service. Their feedback could establish if it was as a result of poor customer service, they felt it was no longer value for money or that they have found a better solution elsewhere. Identifying this information is invaluable to the longevity of your business and will enable you to focus on those key areas that are impacting your customer retention.
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CUSTOMER FEEDBACK
Lost Customer Surveys
Surveys to lost customers is powerful feedback for your sales and marketing team. Many of our client’s measure footfall or enquiries into their business, but how many of those actually turn into customers. If your ratio from footfall and enquiry to sale is lower than expected, a telephone survey to prospective customers may reveal why that might be. It could be due to the quality or cost of your product or service, or the level of knowledge or customer service provided by the salesperson.