Tag: customer surveys

7 Ways for Businesses to Leverage Customer Surveys to Their Advantage | Inc.com

~ knjohn ~ Leave a comment

checklist-1940x900-2_35266Surveys can benefit your company, your current customers, your potential customers, and the industry as a whole through usable information that might otherwise be lost.

Among the many techniques businesses use to engage customers and improve services, few remain as effective as the customer survey, according to GetResponseblogger Pam Neely.

What do customer surveys have to offer?

Measurement and analysis of customer satisfaction (or, in some cases, dissatisfaction). Companies can render a sample set of this information by reviewing sites such as Yelp or Angie’s List, perusing blog comments, and checking out social media commentary–and they should.

Beyond this, customer surveys offer a business the opportunity to choose which information it seeks. Many customers, especially the unhappy sort, will express their chagrin without quantifying it or explaining why they’re dissatisfied with your product or service.

Surveys offer specifics and the opportunity for subsequent synthesis by company personnel and marketers.

Read More.

I Hate Mandatory Comments | Peter Mehit

~ CBPS ~ Leave a comment

I just renewed four domains with GoDaddy.  It was a perfectly forgettable transaction, just the way I want all transactions on the internet to be.  But a day later, a survey arrived.  Begging for just five minutes, I caved in and answered their questions.

The very first question violated my unspoken rule about surveys: Do not make it mandatory to explain why I gave you a rating.

GoDaddy CommentI rated them a 7.  I didn’t really want to go into it.  A 7 says, “You know, you’re just good enough. But I’d better deal you if something better came along.”  I think both GoDaddy and I understand that.  Conversation will only make things worse.  When I discovered the comment was mandatory, I wrote:

I gave you a rating.  Accept it.  I hate mandatory comments. They make me dislike the survey company for doing it, and GoDaddy by extension.

There were a few more questions.  It was really a three minute survey.  I liked them for that.  The final question asked me what GoDaddy could do to improve my customer experience.  Now if they had followed my rule and not forced me to have a comment, I would have ended the survey the way I end all surveys, with white space.  But to not leave a comment after having been forced to leave one, that’s just not symmetrical. So this is what I asked GoDaddy for:

1. Provide winning PowerBall numbers. Any size jackpot will do.
2. Arrange a date with Angelina Jolie. Brad can come.
3. Use ‘No One to Know’ by Path of Least Resistance as your theme song.
4. Get all the idiots in Washington D.C. to remember they’re supposed to be focused on us. You can do it. You lobby.
5. Stop objectifying women in your advertising.
6. Tell people when they rehearse a vine, it defeats the purpose.
7. Magically release all the domain names I really want.
8. Feature my company in your advertising.
9. (It’s Custom Business Planning and Solutions)
10. Get my upstairs neighbor to walk lighter.

I pressed ‘Submit’.  I was greeted with thanks from Blake Irving, CEO of GoDaddy:

GoDaddy Comments 2

 

We’ll see if they are really serious about improving my customer experience.