Blog Series: 10 Issues to Consider when Designing Online Surveys, Issue #6

10 Issues to Consider when Designing Online Surveys, Issue #6

We are into week two in the Snap Survey Software blog series concerning the 10 issues that can occur in online survey design. We move on to issue #6.

Issue #6: Information accuracy 

As mentioned previously, some survey questions yield more accurate results than others. Survey respondents can easily and accurately answer straightforward demographic questions about their gender and age, however, when it comes to attitudes and opinions on a particular subject, some respondents may not have a clear answer.

Attitudes and opinion questions should be phrased in a way that best represents how survey respondents think and speak about a particular subject. In some cases, certain online survey questions need to be skipped when they do not apply to the respondents’ experiences or they are irrelevant to the respondent. Continue reading

How Are You Celebrating National Customer Service Week?

National Customer Service Week, October 1 – 5, 2012

The first week of October marks National Customer Service Week. National Customer Service Week was established by the International Customer Service Association (ICSA) in 1984 and proclaimed a national event by the U.S. Congress in 1992.

A business built on customer service understands and anticipates the customer’s needs. It designs goods and services to meet those needs and builds products that perform to customer expectations.” – George H. Bush

National Customer Service Week is a time for everyone to increase awareness of the importance of treating your customers well in order to maintain business relationships and increase business interactions. It is also a way to recognize the people who work in customer service to let them know their efforts are valuable and well respected.

Recently, we ran a free webinar titled, How Customer Experience Can Drive Your Organization. On this week of recognition, we invite you watch this fantastic free webinar. Continue reading

3 Customer Loyalty Survey Mistakes

As we defined in yesterday’s blog post, Customer Satisfaction vs. Customer Loyalty, customer loyalty consists of two factors – loyalty behavior and loyalty attitudes. Loyalty behavior (or customer retention) is when customers make repeat purchases of current brands, rather than buy from competitor brands. And, loyalty attitudes are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases.

Customer loyalty is a critical component of maintaining a successful, long-term business. Customers that are vigilant users of your products or services are more likely to be repeat customers and recommend your business to others – keeping the business relationship alive and away from your competition.

Customer loyalty programs can be implemented into your overall business plan and be used to expand your business. Consider using online survey software to create customer loyalty surveys. Many experts believe that online customer loyalty surveys are a strong research method. By allowing customers to provide feedback and be more involved in the company experience, your business is building a stronger loyalty base and bond with your customers. Implementing a regular customer loyalty survey may cause a noticeable positive shift in your company’s overall loyalty. Continue reading

Customer Satisfaction vs. Customer Loyalty

What is the difference between Customer Satisfaction and Customer Loyalty?

First, we will define each term. Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions. Customer Loyalty consists of loyalty behavior (also referred to as customer retention) which is the act of customers making repeat purchases of current brands, rather than choosing competitor brands. Secondly, Customer Loyalty encompasses loyalty attitudes which are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases. At times, customers display loyalty behavior without having loyalty attitudes.  Vice versa, occasionally customers show loyalty attitudes without exhibiting any loyalty behavior. Continue reading

Employee Satisfaction Produces Customer Loyalty

The concept is simple: satisfied employees help produce satisfied customers. Satisfied employees are likely to assist customers with a more pleasant demeanor and a higher level of customer service, creating a more satisfying customer experience, increase customer loyalty, and ultimately drive increased profitability.  Adversely, low satisfaction and overall low employee morale can hurt company operations greatly, causing dissatisfied customers and hurt the bottom-line.

Businesses need to spend less time on setting sales and profit goals, and focus efforts on frontline service staff – those workers that have direct, daily contact with customers. Frontline workers and customers need to be at the center of management attention. Managers need to take into consideration the factors that yield profitability, including: investment in good, quality workers; technology that supports frontline workers; solid recruiting and training practices; and compensation linked to employee performance, at every level in the business.  When you provide employees with the tools and skills they need, employee satisfaction rises as does the power to service customers better. Employee satisfaction raises employee productivity, and higher productivity means greater service and value to your customers. This increases customer satisfaction and loyalty, which promotes profitability and continued success. Continue reading

The Missing Link in Measuring Customer Satisfaction

It’s hard to disagree that administering customer satisfaction surveys is the best way to uncover data about how customers feel about your products, services, customer service, business & marketing programs, events, and how they view your company’s capacity to remain successful in the short- and long-term. Customer satisfaction surveys produce data that can help your company solve current and potential problems before any issues cause you to lose customers.  Data gathered can also help confirm your company’s current business and marketing strategies, so that you can be assured that your company is staying on target. Customer satisfaction surveys provide your business with an immense amount of value data.

When a company administers customer satisfaction surveys, they are sending the survey to their current customers.  However, one oversight that many companies make in the customer satisfaction survey process is they tend to overlook collecting data from past customers.  Continue reading

Why Measure the Value of Customer Service?

Many companies realize that customer retention is extremely important. They recognize that losing valued, loyal customers is bad for the company’s long term revenue potential and overall success. Even though this is understood on a basic level, few companies – especially those companies providing a service – seem to misunderstand what losing a single customer can mean to the business.  Continue reading

Company Success Begins with Customer Satisfaction

One of the key factors of becoming a successful business and to secure a company’s longevity is to create a solid and loyal customer base. A solid customer base is your springboard for fostering new customers. Your current customers are essentially the “voice” of your products or services. Whether they are offering a product review, completing a customer satisfaction survey, or providing word-of-mouth feedback to potential customers, they are promoting your company’s products and services.  Because the voice of customers is so important to your company’s success, it is important to keep your customers satisfied.

So, how do you keep your customers satisfied? Let’s face it. Within each of your target markets there are many competing companies just like yours working toward the same goal. If you want your customers to continue to buy your products or services instead of switching to the competition, you must use advanced tools provided by an online survey software provider that will allow you to create effective customer satisfaction surveys to collect customer feedback. Feedback can be used to better shape your strategic business and marketing plans.  Continue reading

Use Survey Software When Developing a Business Plan

In this economic climate, starting a business can be a challenging and daunting undertaking. However, it is certainly not impossible to do.  As you begin writing your business plan, think about incorporating a good survey software tool into your overall plan to create research surveys. Conducting research surveys will help you initially gather data about the environment or location of where you want to start your business; potential customers/clients; trends; current competition; consumer needs; and much more. As a long-term strategy, a business should utilize survey research as an effective way to collect and analyze data on a regular basis.  Continue reading

Factors to Consider when Creating Customer Surveys

Many, if not all, industries use customer satisfaction surveys to gather customer feedback. Survey data from customers is used to plan, formulate strategic business strategies and solutions, and make informed business decisions, which improve overall performance. At times, it can be a difficult and laborious task to develop and execute an efficient process of surveying large numbers of customers in a way that produces meaningful results. To get the most use out of your survey research, prior to administering a customer satisfaction survey that targets a sample of customers, take the following factors into consideration:  Continue reading