subject: Customer Satisfactons Surveys Are Not All Created Equal [print this page] Weve all been to the seminar: In this economy, improving customer satisfaction is often the key to business survival. We all dream of the magic bullet thatll get us there. Like 121QA, the very best customer satisfaction surveys
reveal customer perceptions.
capture the insights that many of our customers are unwilling to share face-to-face,
are short, inexpensive - and capture the facts that will help us thrive and prosper.
Finding customer satisfaction surveys isnt difficult: Finding the right one is another story altogether. Theyre everywhere! From DIY software solutions that offer fast, affordable solutions, with easy-to-use templates to time-tested surveys or questionnaires. But will they tell you what you need to know?
Constructing a DIY customer satisfaction surveys is not for the faint of heart: Any solution that offers you simple and easy but assumes the skills and time to plan, design, implement, and manage survey questions isnt the best answer for most of us.
Do you really have the time, expertise or interest to construct a customer satisfaction survey? If youre thinking that there might be a good reason to develop a new survey - think again. If you cant find an existing survey that fits your needs - dont worry.
At the very least, customer satisfaction surveys have to answer 2 key questions:
1.What do my customers really think about my service?
2.How can I improve?
These are the need to know for every business owner. Focused activity driven by your customers voice can improve customer satisfaction, retention and growth.
Customers enter every service transaction with 2 sets of expectations:
1.They expect the service to be problem free, technically correct and delivered as promised, and
2.they expect it to be better than what they thought it would be.
On the first: Youre the authority and confident meeting the standards and practices in your industry.
On the second: Not so fast: What really satisfies customers and leads to retention and referral is an experience that surprises and delights them. In other words, customers expect that you should be able to read their minds and deliver exactly what they want. But the good news is that the elements of any customer transaction are universal regardless of industry or service.
121QA captures the Voice of the customer the universal few factors that shape your customer every customers - experience. See the quality of your service through their eyes, know what improvements will make the difference, and take action that leads to greater customer retention and referral.
