Goals of Customer Service Surveys

Common Goals of Customer Service Surveys

Any expert in the area of customer service knows that every one of their clients’ projects have their own set of unique goals and key drivers. Having a clear understanding of client expectations is essential. A good understanding means you can properly plan the survey design and administration process to capture customer feedback that provides meaningful data, which can be analyzed and confidently presented to the client.

There are many companies that conduct customer service surveys just for the sake of conducting surveys. Too often, employees are instructed to collect customer feedback, but they are not given any direction, instructions, or the tools they need to successfully design and administer surveys, and manage and analyze survey data. They are simply collecting data for the sake of collecting data, but it is not delivering value because the process was poorly planned with no clear goals identified. Continue reading

Advantages and Disadvantages of Customer Satisfaction Surveys

As we have discussed in recent Snap Survey Software blog posts, taking customer satisfaction into serious consideration is a key factor in developing a successful, lasting business.  If your company is not gathering customer feedback, you may be making strategic business decisions that are not in line with your customers’ interests, which could have a negative effect on your business.

The most efficient and economical way to measure customer satisfaction is to create customer satisfaction surveys with the help of a survey software solution. An advanced survey software solution can manage multi-mode survey research methods – produce the same survey in different formats;  including online surveys, email surveys, paper surveys, mobile surveys, kiosk surveys, and telephone surveys – depending on the best way to reach your customer base. Customer satisfaction surveys are designed to give you anonymous and unambiguous insight into your customers’ thoughts and perceptions of your products, services, programs, and your company as a whole, as well as information leading to what needs to be changed in order to retain lasting customer relationships.  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

Can a Customer Feedback Survey Help Your Business?

It is the goal of any business to foster and build strong working relationships with their customers. Businesses must listen to and meet the needs of customers in order to generate sales and remain a successful, profitable business. Many times, businesses are faced with customers who stop transacting sales or business deals, and decide to go elsewhere, leaving the businesses wondering – what went wrong?

Why do customers leave? It is a question that haunts many businesses.  The relationship seems to be going well with the customer, and then, it happens. The customer goes away. There wasn’t a warning, a complaint, or even a fond farewell. One day, the customer simply stops the business relationship.  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

Attitude Surveys, The Likert Scale and Semantic Differentials

Attitude is a group of opinions, values and dispositions to act associated with a particular object or concept.  Measuring attitude in your survey can be difficult because it requires a series of questions to evaluate it effectively.  Here are some examples of subjects that an attitude survey might attempt to measure. Continue reading

Surveys and The Components of Precision Questions

As you develop your online, kiosk, mobile or paper survey, you should be creating questions that are as precise as possible.  Precision questions have the highest degree of accuracy and truthfulness as a result of the Respondents ability to recall events with ease. 

When asking questions about behaviors and activities, the following components contribute to improving the precision of questions:  Continue reading