In times like these, the importance of constantly measuring customer satisfaction has never been greater.
In this market companies are scrutinizing every purchase decision with a passion unseen in recent history. Just like you, your customers are questioning their business models and studying every commitment with extreme vigilance. Nobody is certain about their receivables and cashflow management is now everyone's maximum priority.
However, all the effort and expense of your surveys won't serve for anything, if your customers don't answer. To be useful and meaningful, your satisfaction measurement system needs to have adequate response rates. The following five ideas are essential if you want them to answer:
Make the survey fast. Face it. Do you like to fill out surveys? Your customers don't want to spend fifteen minutes filling out pages of boring questions. If your time is valuable to you, then you must also understand that it's costly for your customers as well. My recommendation is that the survey take under two minutes to complete.
Invite your customers to participate. Distributing a stack of surveys to each office and hoping they get filled out isn't going to cut it. Filling out surveys isn't fun, and unless you actively encourage your customers to join in, they probably won't do it. This requires a premeditated plan and a strong backing by the whole organization.
Integrate Measurement into your business processes. Measuring customer satisfaction can't be something you do as an afterthought once every six months. You need to integrate it into your day to day contacts with your customers. That way you'll have constant feedback and high response rates.
Don't hoard the results. The important conclusions and insights that you learn from your measurement system can and should be shared with your customers. That doesn't mean you need to publish the nitty gritty details, but rather the major initiatives that you'll be working on. This is a very effective way of letting your customers know you truly value their opinions.
Demonstrate how serious you take this. Your efforts to measure customer satisfaction should reflect that you take the issue seriously. If you don't pay attention to the design and delivery of the survey you could end up sending a very negative message to your customers. Put in place an innovative customer satisfaction measurement system, however, and you'll prove to them that this is a critical element of your strategy.
All of these factors can be implemented quickly and affordably thanks to an innovative new system called Gustometria. Customers answer quick surveys by touching the screen of the "gustometer" with their fingers. Since the entire survey process usually takes about a minute and a half, the use of the gustometer can be incorporated into the normal day to day interactions with your customers. Once completed the survey is automatically collected by the Gustometria servers, tabulated and ready for analysis.
Thanks to the built in business intelligence tools included in Gustometria, you are able to contrast all of your valuation questions quickly and easily with your custom profile questions. You can adapt and change the surveys on the fly, and thanks to the variable structure of each survey, you can measure hundreds of details about your company without having to ask any one customer more than a few questions.
The benefits of the Gustometria system are substantial and easy to put into practice, and you can be up and running in less than a week.
Don't hesitate to pick up the phone and call Gustometria toll free at 1-877-448-7865.
In this market companies are scrutinizing every purchase decision with a passion unseen in recent history. Just like you, your customers are questioning their business models and studying every commitment with extreme vigilance. Nobody is certain about their receivables and cashflow management is now everyone's maximum priority.
However, all the effort and expense of your surveys won't serve for anything, if your customers don't answer. To be useful and meaningful, your satisfaction measurement system needs to have adequate response rates. The following five ideas are essential if you want them to answer:
Make the survey fast. Face it. Do you like to fill out surveys? Your customers don't want to spend fifteen minutes filling out pages of boring questions. If your time is valuable to you, then you must also understand that it's costly for your customers as well. My recommendation is that the survey take under two minutes to complete.
Invite your customers to participate. Distributing a stack of surveys to each office and hoping they get filled out isn't going to cut it. Filling out surveys isn't fun, and unless you actively encourage your customers to join in, they probably won't do it. This requires a premeditated plan and a strong backing by the whole organization.
Integrate Measurement into your business processes. Measuring customer satisfaction can't be something you do as an afterthought once every six months. You need to integrate it into your day to day contacts with your customers. That way you'll have constant feedback and high response rates.
Don't hoard the results. The important conclusions and insights that you learn from your measurement system can and should be shared with your customers. That doesn't mean you need to publish the nitty gritty details, but rather the major initiatives that you'll be working on. This is a very effective way of letting your customers know you truly value their opinions.
Demonstrate how serious you take this. Your efforts to measure customer satisfaction should reflect that you take the issue seriously. If you don't pay attention to the design and delivery of the survey you could end up sending a very negative message to your customers. Put in place an innovative customer satisfaction measurement system, however, and you'll prove to them that this is a critical element of your strategy.
All of these factors can be implemented quickly and affordably thanks to an innovative new system called Gustometria. Customers answer quick surveys by touching the screen of the "gustometer" with their fingers. Since the entire survey process usually takes about a minute and a half, the use of the gustometer can be incorporated into the normal day to day interactions with your customers. Once completed the survey is automatically collected by the Gustometria servers, tabulated and ready for analysis.
Thanks to the built in business intelligence tools included in Gustometria, you are able to contrast all of your valuation questions quickly and easily with your custom profile questions. You can adapt and change the surveys on the fly, and thanks to the variable structure of each survey, you can measure hundreds of details about your company without having to ask any one customer more than a few questions.
The benefits of the Gustometria system are substantial and easy to put into practice, and you can be up and running in less than a week.
Don't hesitate to pick up the phone and call Gustometria toll free at 1-877-448-7865.
About the Author:
Unhappy customers disappear and don't come back. That's why you should realize customer satisfaction research. Our tools will revolutionize the way you do customer satisfaction surveys. Get a totally unique version of this article from our article submission service
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