Knowing your customer is an important part of running a successful business. Of course, getting to know your customers is not always as easy as it sounds, especially if there is relatively little face to face contact. This is where customer satisfaction surveys come into play. Establish an easily accessible forms app, then go to your customers and beg them to do your survey, and now ask them how you can do better for them. It sounds pretty simple, but it can be a pretty big task to accomplish effectively.
If you do manage to get people to take your satisfaction surveys, then you need to make every question count. What are some important questions to ask, though? Well, in the guide below, you will find five good questions to ask in a customer satisfaction survey.
1. Was your issue resolved to your satisfaction?
This is a big one, but it’s a good place to start. Naturally, you will want the answer to be, “Yes,” so you know that your customer support is doing a good job. If you get the dreaded, “No,” however, then you may need to add in a suggestion box to let the customer know what can be done better.
2. How professional was the service you received?
This is an important question because it allows you to see how customers perceive your employees. The employees are, naturally, the face of your company and they represent you and your brand. If the overall perception is less than stellar, this will allow you to begin considering extra training for your workers or even employee evaluations. Either way, it will allow you take a good look at your in-house weaknesses.
3. How helpful was your customer service rep?
This one is a little more personal. Where the previous two entries were a bit on the general side, this question is more direct and takes a look at specific representatives in your company. This allows for a more specific area of improvement, if it actually needs to be improved. You should also ask how helpful specific reps were so you can determine who is going above and beyond to solve the issues and who is merely taking calls in an autonomous fashion. The more insight that you gain into customer-representative interactions, the better.
4. Based on the assistance you received, how likely are you to recommend this product/service to others?
Of course, this seems like a natural question to ask in the most generic way possible. It goes a bit deeper than that, however. Remember, people call customer support in order to solve a problem they have with your service. If they have to do that and still are willing to recommend your services, then you know that you and your team are doing at least an alright job. Hold onto that momentum and use it to build yourself into something even greater.
5. Is there anything you’d like to add?
Typically, people rarely have anything valuable to add here. Although, there are some golden moments when a customer can suggest a real, tangible idea that can actually help improve the way that your business interacts with customers. Try to take all advice into consideration and attempt to see things from their perspective. If there is one thing that consumers love, it’s being listened to by the brands that they remain loyal to.
