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Stop guessing and start knowing your customer through a satisfaction survey


Posted on 9/25/2013 by Elizabeth in category: survey software articles
Satisfaction surveys can do wonders for companies, whether they are small businesses, midsize organizations or large corporations. Peter Drucker, the infamous management consultant and thought leader, once wrote, "The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself." Wouldn't that be ideal? Online survey software used to create a satisfaction survey is a survey tool you can use to get to know and understand your customer better so that your product or service can seem to sell itself. At the very least, it is certainly a great goal to strive for.

Customer loyalty, repeat purchases, and customer retention are all driven by customer satisfaction. Designed through survey software, a soundly developed and well-executed satisfaction survey is the first step in gathering intelligence data on what causes a customer to be satisfied. It is also the basis to reinforce those things that truly satisfy a customer experience.

A good approach to score points with existing customers and increase your survey tool response rate is to have the tone of the survey be "how can we serve you better". When approached this way, customers feel like they are helping themselves by providing feedback, rather than the satisfaction survey just being an infringement upon their time without them gaining nothing in the process.

The truth of the matter is that most companies want to provide stellar customer satisfaction. But how many actually measure it? Delivering great service so that customers are highly satisfied takes time and effort to understand what your customers want and how they want it. A satisfaction survey with these online software survey questions can get answers to both of these unknowns.

Your satisfaction survey can be conducted at numerous times during the product purchasing cycle. One of the best times to conduct this survey tool is shortly after a product was purchased or a service delivered. The goal is to capture the customer's satisfaction level rather immediately after a purchasing transaction with your company. The timing of this survey is an effort to establish a long term relationship with the customer.

But a satisfaction survey should not only be performed immediately after a purchase transaction. Periodic satisfaction surveys are an essential element to obtain the pulse of your target customer, and are often geared toward a specific subset of your target audience. While the timing of your satisfaction survey matters, what you do with the results is a vital component of the survey process.

Once insights are gathered and understood from the survey tool, enterprises can tweak, adjust or revamp their product and services offerings based upon sound data, instead of simply guessing.

Overall, satisfaction surveys are a super way to show customers that they are important, you value their opinion, and are interested in improving their experience. In this way, a satisfaction survey is actually a means in itself to improve a customer's satisfaction level.
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