Customer Satisfaction Surveys - Important Reasons to Conduct Them
 Are
your customers satisfied with your products and services? How do you
know? Are you retaining and growing your customer base?
Have you considered conducting a customer satisfaction survey?
Customer satisfaction is not the same as customer loyalty. Using
the Internet, you can easily conduct a customer survey with your
database of customer e-mail addresses, and by posting a link on your
company website.
12 Reasons for Conducting a Customer Satisfaction Survey
A customer satisfaction survey: 1. Shows customers that the company listens and is committed to improving its products and services.
2. Helps you enhance profits by learning what does and doesn't work.
3.
Allows customers to openly share their opinions about a business's
products and services without feeling "cornered" by a sales
representative's questions over the phone.
4. Improves customer satisfaction overall and tends to encourage customer loyalty.
5. Can improve the quality of customer support and service.
6. Can increase repeat business.
7.
Allows businesses to compare the results of each survey with previous
surveys, and compare them to what their competitors are doing.
8. Can increase employee performance. Additional rewards or bonuses can be given to sales representatives based on the margin of satisfied customers.
 9. Allows business owners to address and incorporate customers' suggestions and concerns in a timely fashion.
10.
Indicates what customers are thinking: what may seem like a priority to
you may not be as high a priority to your customers.
11.
Helps business owners determine if they are headed in the right
direction with the development of new products and services.
12.
Allows disgruntled or unhappy customers to share their views without
feeling intimidated, thanks to more anonymity courtesy of the Internet.
Additional Resources for Conducting Customer Satisfaction Surveys
Gauging Customer Satisfaction: The Importance of the Online Survey
Customer Satisfaction Survey
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