In a previous blog, we outlined the main reasons why it is so important to request feedback from your customers, current and past. The overarching theme being; the more you understand about the customer experience, the more opportunity you have to grow.
Hopefully we’ve convinced you that it’s time to start asking for feedback from your customers.
One of the most popular and effective ways of gathering this information is to send a short (yes, short) survey via email, but picking up the phone to ask in person is ideal.
Here are 10 of the most important questions to ask, and (if applicable) the possible answers to offer, in a survey to your customers:
How did you first hear about us? (or our product.)
Word of Mouth
Why did you choose us over our competitors?
I was referred by a friend/colleague
I prefer the features/offers of your product/service to others
I did not research others
Other, please explain:
What do you like most about our product or service?
How could our service or product be improved to better meet your needs and expectations?
What would you say about our product or service if asked by a friend/colleague?
Was our customer service representative able to resolve your reason for calling?
Yes, it’s all worked out now.
No, I’d like a follow up call from a supervisor/manager, please.
Were you able to find the information you were looking for on our website?
I did not visit the website
Yes, with ease
Yes, but it was difficult
How would you rate the value our product or service brings to your business/life/situation?
On a scale of 1-10
Would you use our product or service again?
What else would you like us to know?
Remember to keep your survey SHORT! You don’t have to include all of these questions in one survey. Choose which questions apply to your specific business, and the goal of the survey.
Want to reach out to your customers and survey via phone? We can help with that!