The Basics of Composing Proper Survey Questions

When designing surveys, there are basic elements to consider when composing properly designed survey questions

survey-designAs you begin to plan and develop your survey, you must first determine what information you want to collect, which then guides you through choosing which questions to ask, how to ask them, and of whom. Be precise. you should be creating questions that are as precise as possible.  Precision questions have the highest degree of accuracy as a result of the participants’ ability to recall events with ease. When asking questions about events, activities, and behaviors, the following components contribute to improving the precision of your survey questions.  Continue reading

Blog Series Intro: 7 Most Common Mistakes in Gathering Customer Feedback

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

What is the Value of Customer Retention?

Understand the value of customer retention

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 their business.

 

Example:  Sandra took her car to an auto maintenance facility for trouble with her oil gauge. Sandra knows very little about cars, so she decided it would be wise to have her car towed to the closest auto maintenance facility to be serviced. The mechanic on duty treated Sandra with absolute condescension.  He acted as if Sandra should know much more about cars and how to check her own oil. Upon completion of service, the mechanic charged Sandra for 2 hours of service even though Sandra had only waited an hour for her oil to be checked and changed.  It was obviously a bad experience for Sandra, and she had no intention of returning to that auto maintenance facility for future services, nor would she recommend their services to friends and family.

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Customer Satisfaction Surveys – Advantages and Disadvantages

Take customer satisfaction into consideration when developing strategic business decisions. 

The most efficient way to measure customer satisfaction is to develop customer satisfaction surveys with the help of a good 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, mobile surveys,  paper surveys, and more – depending on the best method to reach your target customer base. Customer satisfaction surveys are designed to give you anonymous and unambiguous insight into your customers’ thoughts and perceptions pertaining to your products, services, programs, and your organization as a whole. They can also provide valuable information leading to what needs to be changed in order to retain lasting customer relationships.

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Build Customer Experience through Customer Segmentation

Customer segmentation will allow you to target specific groups of customers effectively

When it comes to interacting with customer service, your customers will choose the channels with which they are most comfortable and provides them with the best customer experience. Some customers choose to purchase products at a store, and when it comes time to engage with customer service, they may choose to inquire in-person, make a phone call, or even <gasp!> write a letter. Yes, people still write letters. Others may choose to purchase products online, keeping the interaction with customer service all digital and inquire with question via email, live chat, Twitter, or Facebook. There are even those customers that choose to purchase a product online, but prefer the interaction of a phone call with a live customer service representative, or there are those customers that purchase in a store, but prefer to interact with customer service online. Your customers’ customer service needs are diverse, so you need to accommodate.

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Avoid Over-Surveying Your Customers

Avoid over-surveying your customers with these strategies

Surveying your customers is a great way to learn more about customer satisfaction, areas where your products, services, or overall organization needs improvement, perceptions about your brand, and many more. However, over-surveying your customer base can cause a decline in response rates and may also weaken the value of your surveys.

Your customers are flooded with requests for feedback through online and email surveys, mobile devices, and through many social media outlets. Don’t be that organization that inundates their customers with incessant requests for feedback.

Here are six strategies to tactfully gather feedback from customers while at the same time ensuring that you are not overwhelming your customers, or worse, damaging the customer relationship. Continue reading

Do You Really Know What Your Customers See?

What do your customers see and experience?

As we continue to recognize National Customer Service Week, we invite you to view an interesting blog post by Sam Fiorella, Chief Strategist at Sensei Marketing. Do you know what your customer doesn’t see? Sam gives us an interesting customer perspective – what they really see and experience.

Your customer does not see how unrealistic their demands are. They see how you respond.

Your customer does not see your profit and loss statement, nor do they care. They see their shrinking wallet and what you plan on doing to help them with that.

Your customer does not see the price of a product. They see the value it gives them.

Your customer does not see the volumes of transactional and demographic data you’re collecting. They see that you’ve offered a product that you’re overstocked on rather than a product they need.

Your customer does not see the 754 unread emails in your inbox. They see your attempt to reach out and just say “hello”. Continue reading

Bias in Face to Face Customer Satisfaction Surveys

Is there bias in face to face customer satisfaction surveys?

Let’s say you decide to try a new restaurant. The friendly waitress suggests wines as well as offers appetizer and dinner specials. You decide to skip the appetizer and just order your main dish off the menu. Your meal arrives promptly with good sized portions, beautifully presented, and your waitress leaves you to enjoy your meal.  There is just one problem. The food tastes horrible! It certainly isn’t the worst meal you have ever had, but it’s a meal that is plain and very little flavor. The restaurant did not make any mistakes, but you have no intention of returning the meal and demanding a new one. Instead, you quietly continue to eat your meal and make a mental note that you would never return to the restaurant. Continue reading

Best of Survey Software Blog – Customer Surveys and Employee Surveys

Take a look back at some of the best customer survey and employee survey Snap Survey Software Blog topics throughout 2012 

We have highlighted some great topics in customer satisfaction, customer loyalty, customer service, employee satisfaction, employee loyalty, employee morale, and more…

Customer Surveys

Company Success Begins with Customer Satisfaction

Why Measure the Value of Customer Service?

Factors to Consider when Creating Customer Surveys

Measure Customer Satisfaction through Surveys

The Missing Link in Measuring Customer Satisfaction Continue reading

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