Knowing how your customers feel is essential to provide them best service possible.
But do you know which questions to ask, or how to best reach your customers?
Customer survey needs to be well-crafted, and the channel of delivery is important to engaging efficiently with your customers.
For that reason here are five tips for creating effective customer survey that will yield the most valuable insights.
Ask specific questions in order to get more insightful feedback
Generic questions simply will not provide the right information for improving customer service. Asking questions that are specific to the customer experience can yield more insightful feedback.
For example, within the customer survey, consider asking questions such as how efficient the self-service options were, if the customer service agent was able to answer all questions, and if the case was solved in a satisfactory manner. If the customer is willing to answer negatively to any questions, give him the space to explain his answers.
Let customers express themselves
In addition to providing customers with the space to comment on their negative answers, give them free-response questions to let them better express their opinion.
For example, within the customer survey ask open-ended questions such as how you can improve your service or which channel they prefer and why. Free-response questions encourage your customers to give their honest feedback and show that your brand cares to know how they feel.
Use the right channels to make right contact
One of the most important tips for customer feedback surveys is making sure to deliver them on the right channels. Don’t use the standard channel for sending all surveys. Make sure to send them on your customers’ preferred channels. Adapt them to each channel by making them easy to fill out, such as using an easily clickable link. Reaching out to customers on their preferred channels increases the likelihood of their real response while showing them that you care about making the customer experience seamless.
Follow up with customers
When surveys have been sent, make sure to let your customers know that their time and opinions were appreciated. Follow up with a note of receipt of their survey (of course on their preferred channel). Besides this, consider taking your appreciation a step further by reaching out to customers when your brand has actually acted upon their suggestions. For example, if a social media channel has been improved or a list of frequently asked questions has been updated, reach out to those customers who asked for improvements and acknowledge the changes that have been made by your side. Your customers will appreciate your gesture and will feel satisfied to know that their opinions really count.
Use surveys to improve global customer service practices
Improving the global customer experience is the main goal of sending surveys, but it starts with the individuals involved. Use surveys as material for helping various departments revise their practices, such as consulting them during agent mentoring and training sessions as well as department meetings. Surveys are valuable tools for helping agents give their best while giving departments a better view of what practices may be improved for overall success.
Customer survey is an ideal way to understand the needs and wishes of your customers. By taking the time to understand their thoughts and making it easy for them to express themselves, your company can revitalize the customer experience for long-term success.