Individualized customer service is more important now than ever and that means getting to know and understand customers. Online surveys are the perfect way to ask customers “How are we doing?” or “How can we help you?” or “What products are you interested in?” They are also an excellent way to establish buying patterns and flush out any “negative” feelings customers may be harboring. Here is some helpful information and tools to help get the job done.
- Choose a Survey Software.
- Free (as free beer) Surveys - Believe it or not, Google Docs provides a quick and easy way to create online surveys. To do this, start a spreadsheet. Click on Forms from the menu and then Create a Form. It will generate a link for you to use and after it starts collecting data, you can review charts and graphs.
- Paid Services - Survey Monkey has the most flexible and affordable survey option. QuestionPro is another good choice with competitive pricing. Both offer free packages so you can try out the software.
- Come Up with a Compelling Offer. Make it worth the customers time. Provide a compelling offer such as a discount, coupon, free service or free “stuff.”
- Create and Send the Survey. Send a short and sweet email to existing customers, making the “compelling offer” the main focus. All links should lead to the survey. Keep surveys as short as possible and limit open-ended responses. We don’t want to lose them once they are there.
- Follow-Through. Be diligent about following through on the offer. Don’t make customers come looking for it.
- Use It (or Lose It). Think of any criticisms as an opportunity to become better and open further dialog with customers. Be prepared to act on suggestions and show customers that you were really “listening.” And if you are managing any responses or communications via email, be sure responses are timely and consistent.
