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Making your e-commerce website better through a customer service evaluation survey

Posted on 3/8/2017 by Elizabeth in category: survey software articles

When you have an e-commerce business, you understandably wish to ensure you customer base is happy with the online service you offer. This is particularly important as you never see your customers face to face, so don’t have the dialog with them that traditional bricks and mortar businesses benefit from.

In a physical store, it’s easy to gauge customer satisfaction due to the large amount of interaction you have with your client base. You can easily pinpoint customer behavioral patterns and react accordingly. So, what would you do if visitors to your website needed help? How do you measure their level of satisfaction? Additionally, how can you be sure you’re giving good customer service?

This is where a customer service evaluation survey comes in. Through rolling out survey software, you can easily ascertain whether your clients are happy with your support and whether it’s easily accessible. It’s crucial to your business to send out this survey to everyone who contacts your customer service department. This way, you can keep a check on whether your staff and practices are performing at their best.

When you have happy customers, they’ll share their positive experiences with their friends and family. Similarly, if they’re unhappy, everyone is going to know about it. A happy customer is a lot like free advertising. They urge their friends and family to use your business as they’ve enjoyed a positive experience. This is something that’s imperative to focus on.

Questions to Ask

When gauging the performance of your customer service department through online survey software, you want to ask questions like:

- Was the customer service easy to access?
- Could you easily access the company phone number and online resources?
- How satisfied were you with your overall experience?
- What did you like about the way your query was treated?
- Could we have done better?
- How likely would you be to recommend our services to a friend based on your experience?

It’s imperative for e-commerce businesses to evaluate their customer service on a regular basis. Good customer service from your e-commerce business not only helps you retain customers, but attract customers to via word of mouth, referrals, and reviews. Bad customer service, on the other hand, can damage your reputation, and result in lackluster sales.

Using a survey tool, your customers can give you direct feedback on how your customer services department performs. This helps you generate new business and retain the custom of current clients. Surveys are one of the fastest ways of finding out what truly matters to your customers. They’re also an excellent source of market intelligence and developing a competitive advantage.

Customer comments are important to the smooth running of your online company as they allow you to learn about aspects of your market and business that you won’t find out about anywhere else.

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