Timely response to feedback from customer satisfaction surveys is the key to improving overall customer satisfaction
The ability to respond to customer feedback in a timely manner is one of the main advantages of online and mobile customer satisfaction surveys. When gathering customer feedback, for example, their level of satisfaction with your products & services, a higher level of immediacy should be taken. Reacting to customer feedback immediately has become standard-business-practice for improving customer satisfaction on a respondent-by-respondent basis.
How can you respond immediately to those customers? This is where triggered email alerts come in very handy. Triggered email alerts are come in very useful when you want to receive notifications each time a specific action takes place in a customer satisfaction survey. You can program your survey to send triggered email alerts to specified email addresses when a respondent chooses a particular answer to a question or a set of questions. The person (or persons) in your organization receiving the triggered email alerts is able to immediately respond through a follow-up phone call or email. Continue reading
Mistake #2: You haven’t put the respondent front and center in the customer feedback process
The most important adage in commerce – the customer always comes first – is equally true of handling the feedback process.
“Often, surveys are structured so that the organization’s issues are being explored and not the consumer’s, and that can be frustrating,” says Woolley.
Indeed, the Snap Surveys consumer research shows that consumers have high expectations in this area. Asked if they believed companies take more notice of customer feedback today than five years ago, a resounding majority – 72% – agreed they did, because of increased market competition, diminishing customer loyalty and the influence of peer reviews. [see graph]
“When I contact a company to make a complaint or to request service, I expect a response and not just a computer-generated platitude.” – Response to Snap Surveys’ Consumer Panel research, 2012
The overwhelming message from consumers contacted by Snap Surveys: we want to give brands our feedback, so make it easy for us to do so. Continue reading
Mistake #1: You start the customer feedback process without clear objectives
A spectrum of sophistication
Experts point to a spectrum of sophistication when it comes to online research tools and that they are horses-for-courses, depending on the scope of your feedback needs.
“The difference between a quick question on Google Surveys and a more refined tool allowing for routing of questions and advanced analytics is like the difference between a ring tone and a live gig,” says Dr Nicola Stanley, director of engagement at agency Silver Dialogue and a former researcher at Unilever. “There’s a need for both, but they are worlds apart.”
Based on the findings from Snap Surveys’ own consumer research, the marketer survey it conducted with BrandRepublic and the opinions of experts, marketers may be prone to committing one or more of the following missteps when commissioning and handling feedback:
Mistake 1: You start the feedback process without clear objectives Continue reading
Introduction: Blog Series: 7 most common mistakes in gathering customer feedback – and how to avoid them
We at Snap Surveys, a leading survey software and service solutions provider, partnered with Brand Republic, the UK’s leading online destination for people working in the marketing and communications industries, to explore how brands are capturing customer feedback and what they do with the findings.
Feedback is a powerful tool, but it needs to be collected and used correctly
When it comes to gathering customer feedback, marketers these days have an embarrassment of riches, thanks to the internet and that 24/7 global chat room called social media. In fact, there is now a bewildering array of feedback tools that marketers have at their disposal, regardless of whether it is even appropriate to solicit consumer opinion in the first place. Continue reading