You have numbers that show performance measurement: revenue information, web analytics, and a host of other key performance indicators. But the numbers alone are not the voice of your customers. They don’t tell you what makes them happy, if they are truly satisfied, why they’re loyal, and if they would recommend you.
The best way to be attuned to the voice of your customers? Ask them!
How Surveys Help Your Bottom Line
A well-developed survey will help you learn about:
- Satisfaction & loyalty: What is it about your products and services that keeps them satisfied? If you have feedback about why they are satisfied, you’ll have insights as to what will make them loyal, repeat customers who are more likely to repurchase and share their experience with others.
- Product & service enhancements: Ask product-specific questions to tailor current or create new products/services they want. This will also allow you to see trends, which can give you a competitive advantage.
- Operational efficiency: Your product may be great, but what about how your customers order it, how you deliver it, and how they can reach you with questions? If you ask about these issues, you’ll understand if they’ll keep coming back.
- Benchmarking for development: What direction should you head next to help grow your company? Is a new direction working? Ask your customers so you can grow with their needs in mind.
Turn Insight Into Action
Don’t just file away your results. Be sure to:
- Share them with the team: Let there be a group effort to evaluate the responses.
- Identify issues: Dig in to find commonalities in both frustrations and successes. Then, work to combat the first, and expand the second.
- Be willing to make changes: What is causing negative feedback? It could be a larger issue that looms, such as bad company policy, issues with customer service, illogical routing decisions, or insufficient staffing and training.
- Empower employees: Enable them to speak up about customer satisfaction and contribute to discussions about continuous improvement. At the same time, you want to create a culture where they don’t fear reprisal for difficult issues that are beyond their control.
- Reach out: If a survey result shows that you need to rectify a bad interaction or resolve a complaint, contact your customer. Communicate your eagerness to right a wrong.
Help Us Hear You: Please Take Our Customer Survey
We want to thank you for being a valued client of Brigade Bookkeeping. We know your numbers inside and out, but to us, your company is more than just debits and credits. We want to hear from you to let us know how we’re doing. Because we have always believed that we succeed when you succeed, and we are in a working partnership together, we sincerely appreciate your insights.
We look forward to receiving your responses. If you have any questions, please email me.