Company Updates

Customer Surveying: A How-To Guide

While many aspects of your business can be measured quantifiably (such as sales, taxes, overhead expenses, etc.), certain factors are more subjective in nature. So, how do you determine if your employees are delivering great customer service? One of the easiest and most effective ways to gauge customer satisfaction levels is through customer surveying.

What is customer surveying?

If you’ve ever been asked to provide feedback on a shopping experience, you’ve participated in a customer survey. Surveys may contain a variety of questions, anywhere from one to 50 or more different criteria, and may even offer an incentive to complete, such as a discount or entry into a contest.

What kind of customer survey is right for me?

A customer survey can contain many different types of questions. These include, but are not limited to: true/false questions; Likert scale (rate from Highly Dissatisfied to Highly Satisfied); or open-ended. First, decide what information you’d most like to glean from your customers. You may want to receive feedback on a specific aspect of your company (such as the website, or the layout of the store). After you’ve decided what points you want to learn more about, craft questions to cover these topics.

What questions should I ask? Regardless of what information you hope to receive, your survey questions should be very straight-forward and easy to answer. Here are a few examples of common questions:

· On a scale of 1-10, how would you rate your overall experience?

· How likely are you to recommend our services to a friend? (Not Likely – Very Likely)

· How can we improve your experience next time?

How do I reach my customers?

There are many different ways you can go about reaching your customers to conduct a survey. For example, many retail stores provide a link to an online survey at the bottom of the customer’s receipt. Other companies may choose to send out mailers in hopes of them being returned completed.

However, one of the easiest and most cost-effective ways to survey your customers is through a 24/7, California-based call center. TeleDirect offers customizable programs to help you reach your customers in a comfortable and no-obligation way that allows you to focus on running other aspects of your company. Visit today to see how we can help your business!



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