The best way to stay above your competition in any industry is by offering the best experience for your customers or clients. Our customer service survey software helps you identify exactly what aspects of your business are working and where you need to make improvements.
Modern customers expect a seamless experience. With so much competition with other small businesses, it is imperative you stand out and offer it to them.
They are not only aware, but any bad experience with a given product or service will drive them away from your brand.
Create a Clear Client Satisfaction Survey Plan
Before you create your first survey, you need to have a clear plan mapped out. A customer service survey is a powerful tool, but it must be created with care to obtain the information your business wants.
These are the steps we recommend you used to create a great plan.
1. Define Your Objective
What is that you want to achieve from the survey? What has prompted you to create a survey for your customers? Which customers do you want to hear from? For example,
- Are you looking to get customer feedback on a new product or service before you actually launch it?
- Do you want to gather feedback on an existing product or service from customers?
- Are you looking to identify new opportunities by surveying the needs of your potential customers?
2. Create Specific Questions
How will you reach your objective? What questions should you ask to get the feedback you are looking for? What wording should you used to make the questions easy to understand? For example,
- What aspects of your business are your customers happy with?
- What do they want from your business they aren’t currently getting?
- What user experience issues are they currently experiencing?
- Will they refer your business to others?
- Any suggestions to improve the current processes?
These questions and the answer choices will be determined by your specific objective. Your goal is to get specific answers to very focused questions. General feedback will not give you the data you will need to improve your business.
3. Keep the Survey Short and Simple
Recipients of customer service surveys will decide within the first few seconds whether to participate in your survey. Therefore, it is very important to get directly to the point. If the process is complicated and exhaustive, they simply won’t complete the survey.
Here are some ways in which you can ensure your survey is direct and effective:
- Ask Clear Questions
- Specific, direct questions that require simple, quick responses are ideal. You do not want the wording of your question to get in the way of getting the information you desire.
We are always willing to help you create clear questions and answer choices.
- Provide Few Options
You can get a lot of helpful feedback with questions that require simple yes or no responses.
Another common method of obtaining feedback is to offer a satisfaction scale from 1 to 5 (1 being highly satisfied, 5 being extremely dissatisfied). Lastly, you can provide no more than four multiple choice answers. As long as your wording is clear, these questions can provide you with some great
- Avoid Repetition
The script for client satisfaction should be crisp, simple to hear and devoid of repetition. As soon as a recipient feels like their time is being wasted, they will end the call. Each question should be unique and focused on getting very specific feedback.
- Keep it Short
No matter how loyal your customers are, they will only complete your survey if it is quick and easy.
We can help you determine how many questions to ask and how best to use your brief time with your customers effectively. By crafting excellent questions, each one can help you get a lot of great information, while respecting your customers’ time.
4. Record the Survey
Once the survey plan is ready, it is time to record your survey. We have the best technology available to ensure your message is as crisp and clear as if you are sitting right in front of your customers.
We also make it easy for you to record and upload your message into our system. You can record the message from your phone by using out automated recording line, or upload an audio file from your computer.
Do not worry if you are not technologically savvy. We are here to help you every step of the way.
5. Make a Test Call
When you reach out to your customers and request feedback, you are asking them to do you a favor. It is essential you give them a very good reason for taking time out of their day to take your survey.
Before you send your survey out to your customers, you should send a test call to yourself. This is when you get to experience what your customers will from the time they answer to the very end.
We want you to feel confident in your survey, the presentation of the survey and the overall call before you spend a dime. Therefore, we offer this for free. We want you to approve of the call before we send it out to a single customer.
6. Analyze Your Results
The most important part of your survey is analyzing all the great feedback you have received.
Once the client satisfaction survey call has been placed, it’s time to evaluate the findings.
Make sure you have an evaluation plan ready so that you can expedite and implement the suggestions and begin to quickly improve your customers’ experience.
We can help you analyze the results of your survey and help you identify how best to use this data to improve your business. After helping thousands of businesses conduct successful surveys, and our reports will give you data in a variety of ways.
We believe the success of your survey is determined by our ability to help you create a survey that your customers respond well to and participate in. The quality of the data you receive is also our responsibility, which is why we offer our expertise through the entire process.
It is our goal that every survey created using our customer service survey software results in massive improvements to the businesses we help.
That’s it — give us a call at 888-387-8636 and we’ll assist you every step of the way. The best part? There is no cost to buy the software — it’s already online and ready to use on a pay-as-you-go basis!