Customer satisfaction is essential to the survival of every business. How do you find out if your customers are satisfied? Ask them.
When conducting a customer satisfaction survey, what you ask the customer is important, as is how you ask, when you ask, and how often you ask. But the most important thing is what you do with the results.
After you’ve provided a customer service ask them questions based on what they purchased, be it a product or service. Make your questions specific and actionable.
While it may be tempting to simply ask, “Will you buy from me again?” you will likely rub your customers the wrong way being so direct. Instead, make it about them. Ask:
- How satisfied are you with the purchase you made.
- How satisfied are you with the service you received?
- How satisfied are you with us overall?
Then include a few questions about their loyalty.
- How likely are you to buy from us again?
- How likely are you to recommend the product/service you purchased to others?
- How likely are you to recommend our company to others?
Don’t forget to ask what the customer liked and didn’t like about the product, your service, and your company. Negative feedback is one of the most important things for your company.
Once you have their answers you need to compile them and use that information to determine what you need to do to make their experience better, which suggestions you need to investigate, and learn what not to change.
Once you have your answers tell your customers you appreciate the time they took to respond, and if appropriate send a personal response about their particular feedback. Your customers will feel appreciated, even if they submitted negative feedback, and that is how you will retain them as a customer for life.