Customer Service Survey Tips
 The
best way to find out what your customers think about your business is
to ask them. Conducting a customer service survey can be a real eye
opener for any business.
Asking your customers their opinion can help you detect problems, and target missed opportunities.
A
customer service survey does not have to be extremely complicated or
time consuming. In fact, the easier it is to complete, the better the
chance that your customers will actually take the time to participate.
People are busy, so make your customer service survey, easy, short, and
to the point.
Features of a Good Customer Service Survey
There
are a couple of features that you do need to include in a good customer
service survey. The first is giving your customers an option of whether
to identify themselves or not.
Your customers have an opinion, but they may
not be willing to share that opinion if they are afraid of
repercussions. Give them space to fill in contact information, but make
it clear that they can return the customer service survey without that
contact info.
Another important feature is a way to return the customer service survey to you.
If
your customers have to provide their own envelope and postage, most of
your customer service survey forms will not be returned to you. You
need to make it as easy as possible for customers to fill them out and
turn them back in.
Keep Customer Service Survey Simple
You should try to keep the survey and easy to fill out as possible. If
your customer service survey takes more than a couple of minutes, the
return rate will decrease significantly. Even those customers that want
to reply will set the customer service survey aside to get back to when
they have the time. Most of those people will never get back to it.
In
order to make it quick and easy, consider designing your survey using a
numbered scale of 1 to 5 that customers can quickly circle. This will
give you a good idea of how your customers feel you are doing in terms
of quality of service, speed of response, and how courteously your
staff treated them. It will help you identify what you are doing
correctly, and uncover bad customer service practices.
Customer Service Survey Questions
 In
addition to the numbered scale, you should include a couple of
open-ended questions in your customer service survey. You could ask
about where your customers feel you need to improve or even about
products or services that your customers would like to see you add.
This can help to identify areas where your business can grow.
The
bottom line is, if you want to know what your customers are thinking,
you need to ask them. While some customers are very forthcoming with
their opinions, the majority will not say anything if they are not
asked. If they are unsatisfied, they will simply leave and start to do
business with your competitor.
Ask your customers their
opinion. It not only sends a message to them that you are trying to
improve, it helps you to identify the areas where you need to make that
improvement.
Points to Keep in Mind
- Most of your customers will not tell you their opinion unless you ask.
- The longer it takes to complete the survey the less likely your customers will be to fill them out.
- Open-ended questions can help identify areas where you can grow.
- Some of your customers do not want to be identified when they share their opinion.
- Asking your customers to rank your performance on a scale of 1 to 5 is a quick way to get their opinion.
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