Some people use questionnaires to gauge what types of products and services people would like to see in the future. Other times, people ask questions to gather information about clients to better understand the goal of a project.
In one of my last articles, I mentioned how crafting a survey can be a quick way to get feedback from clients. No matter where you choose to set one up, it can help you meet your clients’ needs. It can also allow you to figure out how to keep them happy.
Here are three tips to work on customer satisfaction.
1. Make a satisfaction survey
Many times we like to use surveys to understand our clients better at the beginning of a project. The information can guide how we align our services to help them achieve their goals. While it’s beneficial to create a new client questionnaire, in the beginning, it’s just as important to follow up with a customer satisfaction survey at the end.
Depending on how a survey is set up, it can be an effective way to communicate anonymously. Maybe the client would be a little more open in a survey versus relaying information face-to-face or over the phone. Or, perhaps they think of something afterward but don’t have the opportunity to tell you.
For instance, I recently hired someone for a long-term project. I thought they did a good job. I reached out afterward to follow up with a few questions. I didn’t get as quick of a response. Other times, I didn’t get any response.
While they provided decent customer service when we worked together, I couldn’t help but feel that they dropped the ball afterward. I don’t think they realized that they seemed super nice in the beginning, but the same level of enthusiasm faded later.
Whether they know it or not, it seemed as though they don’t care about repeat business. For this reason, I know I won’t hire this person ever again in the future, nor would I recommend them to anyone. Sadly, they probably don’t have a clue either.
2. Be brief when gauging customer satisfaction
According to research, 80% of customers stop filling out a survey at the halfway mark and more than half said they wouldn’t take more than a few minutes to fill one out.
Asking a few questions can go a long way. Create a question with a numerical or star rating for the overall performance of your product. Also include a more open-ended question such as “Let us know if you have any other comments, questions or concerns.” You can follow a template or come up with your own questions.
3. Use the data for a better customer service experience in the future
Most importantly, you can later compile the results to see where you received the highest ratings as well as areas that need improvement moving forward. Figure out the most important questions to ask but don’t lose steam when you send the survey to your client.
You’ll need to send them the survey and explain the purpose. Take a peek at some templates, so you see sample ideas of what to say when you invite them to fill it out. Get ideas from sites like QuestionPro.com or sites that have sample email templates.
The Bottom Line
Getting this type of feedback from your clients is vital for your business. It will help you keep existing clients happy, hopefully transforming them into loyal customers that won’t hesitate to give you future business and referrals.