An important factor in running a business is knowing and satisfying your customer base. One way of doing this is conducting a customer satisfaction survey. Customer satisfaction surveys can help your business increase productivity and profitability by evaluating your customers’ expectations and help show their level of trust and loyalty to your business. Collecting this feedback enables you to improve your business, provide positive customer service, and strengthen your image. Gartner estimates that 80 percent of companies that exhibit growth used customer surveys to analyze their customer experience. In another study by Khoros, they found that while 64% of customers feel appreciative of survey requests to solicit feedback, 41% say they aren’t likely to respond to surveys for brands they have already provided feedback to. While it’s vital to make your customers feel valued and cared for, it is important to not inundate them with repeated survey requests.
Reasons to use customer satisfaction surveys
Builds rapport with customers
Inviting customers to participate with feedback can show them their opinions and experience matters to your business. When a customer submits their feedback, it offers an opportunity for you to share with them changes that are implemented because of their feedback. This makes the customer feel valued and that they are heard and acknowledged and gives the opportunity to make things right. This can turn a sour customer into a brand ambassador that can increase your businesses reputation by word of mouth.
Benchmarking
Customer surveys give us the ability to see the current snapshot of how the business is perceived by customers. Without knowing what is going right, you can potentially ruin a good thing with blind changes. This also allows a starting point for any future changes, allowing for the comparison of data to see if implemented changes are positively received or had a positive impact.
Changing the mindset
Another purpose of customer satisfaction surveys is to create a customer-centric mindset within the business. When you have detailed data about your customer experience, you can share it with your staff to highlight what's working well and identify areas that need improvement. This means that, in essence, customer satisfaction becomes a management tool that can be used to bring awareness of customer experience issues to employees.
How can ServiceDesk simplify and automate customer surveys
Creating and managing customer survey campaigns can be cumbersome and time-consuming. Utilizing SD-Mobile, SD Mobile-Link, and CyberOffice tools can significantly reduce the administrative burden of running a customer survey.
When a job is completed in SD-Mobile, a link can be sent to the customer where their ticket can be viewed, downloaded, and printed. Upon clicking on the link, the customer will be presented with a feedback form to detail their experience related to this ticket. If the customer’s responses meet or exceed your designated threshold, then a second dialog opens that invites the customer to leave an online review on your preferred review sites.
If the customer’s score does not meet this preset threshold, a box will appear asking the customer to leave comments. Upon completion, a notification will be sent to a designated staff member to address the issue. This allows the office to immediately respond to customer complaints and intend to make the situation right. This also serves as an outlet for the customer’s frustration, and they will be less likely to post a negative public review.
Underscoring the importance of customer satisfaction surveys, ServiceDesk offers tools to make this process as painless as possible. It allows businesses to see how their customers view their service and gives the opportunity for businesses to connect with their customers. In turn, this lets the customer know that they are important to the business and that their experience matters, securing the business’ reputation, and allowing for growth.
For further information on setup of Customer Surveys, click here or connect with support for assistance.
