A customer satisfaction survey is the voice of your customer. And their opinion matters! In order to grow your business you need to know what your customers like about the service and products you offer – but more importantly you need to know what they don’t like.
The ability to measure customer satisfaction and assess the way people think and feel about your brand and business, enables you to identify the areas of your service that can be improved, together with your strengths that can be used to help you expand.
The information you gather from customers is valuable and can be used for a number of key benefits such as:
• Identifying potential sales opportunities
• Evaluating the effectiveness of your customer service
• Evaluating the performance of your staff
• Inspire fresh ideas of treating existing customers and attracting new ones
• Determining how effective your marketing campaigns are
The foundations stones of a successful business
In order to grow your business you have to lay the foundation stones. Assuming you already have a quality product, you need to invest in the interests of the people you intend to benefit from your product.
There are several different means of conducting surveys and the way you structure them will depend on a conclusion you are hoping to reach. Your questions should therefore be constructed carefully so that it is easier to extract the data during analysis.
The most important thing in any survey however, is to identify what customers want and what they do not want. You also need to identify customers with the most potential together with ways of attracting new prospects. Here are the key components:
• Customer satisfaction
The success of your business hinges on the satisfaction of your customers. First-time shoppers that have a negative experience will often not return for a second attempt. A way to measuring customer satisfaction is through surveys. Surveys allow you to effectively communicate with your customers and give them the opportunity to highlight the aspects of service they most enjoyed. You can capitalise on the information when targeting new prospects.
• Customer loyalty
The future growth of your enterprise rests on your ability to grow your customer base and by measuring customer loyalty you can identify the reasons why your buyers keep coming back. This knowledge will help you continue to build your core base of customers and encourage them to spend more money.
• Identify trends
Being able to tap into the minds of your customers can give you an insight into current or upcoming trends. Consumer practices change periodically and by asking what your customers will like to see from you in the future will help you pick out the latest trends before they are in full swing and people tire of them.
Used in the right way, customer satisfaction surveys are a key component to developing a successful business and building brand awareness.
About the Realise Group
The Realise Group specialise in customer satisfaction surveys so that businesses can get to the heart of their customers likes and concerns. By conducting face-to-face interviews they interact with consumers in a professional yet relaxed manner. With customer interviews and research programs they enable you to better understand your customers.