Good customer service is the backbone and lifeblood of just about any business. While you can offer discounts, coupons, deals, and promotions to attract new customers, if some of those customers aren't repeat customers, chances are your business is being shortchanged.
As a business manager or business owner, you undoubtedly want to know how satisfied your customers are, not only with the products that you are selling them, but your services as well. Good customer service can lead to customer loyalty and help keep your business afloat. It can also lead to a positive word-of-mouth, a solid business reputation, and an increase in customer referrals.
Now that we know what good customer service can do for your business, how do you find out how your company is doing in the customer service department? The answer is you just ask.
The best way to go about this is through customer service surveys. Developed through survey software, a customer service survey enables businesses to assess how customers think and feel, not only about their own company, but about their competitors as well.
Whether you're thinking about conducting your first ever customer service survey or have been administering them for years, there are some things to keep in mind. First, when conducting a customer survey using an online survey tool, it's important to know that you are measuring your customers' perception about your service, which may not necessarily be reality. All things considered, your customers perceptions may in fact be more relevant and significant than reality.
It's also important to keep in the forefront that customer service surveys are an investment, which will pay off in the short run in improved customer satisfaction, repeat purchases, and increased referrals. In the long run, this translates to improved sales and increased company bottom-line profit.
If your business sells products or services online, your online customers may seem invisible to you -- and your company to them, so it can be easy to ignore them or cut corners. But this lack of visual presence makes it even more vital that you provide over-the-top customer services.
A fundamental principal of good customer service is forming a relationship with customers, which can be more challenging when there's a lack of human contact and connection, such as the case with online only interaction. A customer service survey helps you identify the factors that enhance these customer-company relationships.
Today's competitive landscape necessitates every company to listen actively to its customers, if they want to move forward. A customer service surveys gives management valuable and insightful input that helps make more solid short-term and long-term decisions. Feedback obtained from this type of survey tools can offer significant operational, strategic, and tactical advantages over the competition.
Formulating the right questions on your customer service survey is key to obtaining information that can help your business grow, as is using scientific methods and principles to conduct your survey. Using online survey software is the best way to receive customer service feedback that can be a catalyst for business growth and increased profits.