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Answer Upon - Is Your Survey Worth My Time?
If I were to tell you that I am a caregiver by nature, you might think that I am in the medical profession. Someone that takes care of people that are sick perhaps. The truth of the matter is I have spent my entire professional career in the hospitality/casino industry.To deliver excellent customer service means an employee needs to understand the very fragile nature and definition of who is a customer. Webster’s defines a customer as one that purchases a commodity or service. An individual usually having some specified distinctiv
‘Customer Satisfaction Survey’ is about as interesting as gray paint. ‘Your Voice Counts!’ sounds much better. ‘Tell us what you want!’ is appealing. ‘We are listening to YOU!’ is a promise I’d reply to.
Second, design your form to gather qualitative input you will study and act on. Ask for subjective impressions and ideas with questions like these:
‘What did you like? What didn’t you like? What would you like? What do we do that you wish we didn’t? What would you like us to change? What did you appreciate the most? What should we provide that is mi
I've known too many people who've worked awful summer jobs. I decided it's time for me to step up and show high school students and college students how you can make REAL money this summer without taking some awful, stupid sales job. Or some pathetic waiter/waitress gig where you look like an idiot and get treated like total crap.If you are going to take a summer job, you should settle for nothing less than:- $15-$30 an hour, paid-per-hour. As in, make around a $1000 per week.- a job that let's you pick the ho
A leading resort gets back just 30% of the comment cards left for guests inside their fancy rooms.
One government agency had a response rate of only 6% when they sent out an 11-page survey.
What’s going on here? Why is the response rate so low? Why don’t customers complete and return customer satisfaction surveys?
The problem, as I see it, is twofold:
First, the format of many satisfaction surveys has taken on the language of academics and the structure of statisticians. Asking customers to rate the relative importance and performance, both perceived and expected, of 17 categories on a scale from 1 to 10 is a bit like asking someone attending the theater to evaluate the parking, lighting, sound system, seating, air conditioning, restrooms, refreshments and ushers – and, oh, by the way, did you enjoy the performance?
If your questionnaire is too complex for customers to understand at a glance, it’s just too complex.
If your survey is too long for them to complete in a few quick minutes, it’s just too long.
If your response form is loaded with jargon, scales and numbers, it’s so filled up with your ideas there’s no place left for your customers to speak their minds.
A statistical sampling of customer opinion can make sense. A quantitative monthly or quarterly survey may highlight where you’re slipping, climbing or simply standing still.
But don’t ask every customer to reply ‘by the numbers’, or the majority will stop thinking about your survey, before they even start!
That leads to the second point: Customers learned long ago that ‘standard surveys’ yield a ‘standard company response’ – which in many cases is nothing.
If I complete your survey, how can I be sure you’ll take action on my comments? There’s little guarantee of action in a long list of detailed questions, tiny little boxes and columns of numbers.
If you want to increase the quantity and value of customer comments you receive, if you want to make your survey really work hard for you, here are three things you can do:
First, make it clear at the top of your survey that your customer’s comments are not just collected, they are truly valued.
‘Customer Satisfaction Survey’ is about as interesting as gray paint. ‘Your Voice Counts!’ sounds much better. ‘Tell us what you want!’ is appealing. ‘We are listening to YOU!’ is a promise I’d reply to.
Second, design your form to gather qualitative input you will study and act on. Ask for subjective impressions and ideas with questions like these:
‘What did you like? What didn’t you like? What would you like? What do we do that you wish we didn’t? What would you like us to change? What did you appreciate the most? What should we provide that is mi
Into which camp does your business fall?A. You don’t have a logo, but wish you did B. You don’t have a logo, and could care less C. You have a logo, but have a hunch it’s not quite “it” D. You have a logo that you loveWhether you are thrilled, disgruntled or mystified by the whole logo piece of your business, it’s certainly not something to ignore (ahem, I know you wouldn’t dare do that!). Even if you are all set with your logo, you may still want to tighten up the way you use it.If your business thriv
If your questionnaire is too complex for customers to understand at a glance, it’s just too complex.
If your survey is too long for them to complete in a few quick minutes, it’s just too long.
If your response form is loaded with jargon, scales and numbers, it’s so filled up with your ideas there’s no place left for your customers to speak their minds.
A statistical sampling of customer opinion can make sense. A quantitative monthly or quarterly survey may highlight where you’re slipping, climbing or simply standing still.
But don’t ask every customer to reply ‘by the numbers’, or the majority will stop thinking about your survey, before they even start!
That leads to the second point: Customers learned long ago that ‘standard surveys’ yield a ‘standard company response’ – which in many cases is nothing.
If I complete your survey, how can I be sure you’ll take action on my comments? There’s little guarantee of action in a long list of detailed questions, tiny little boxes and columns of numbers.
If you want to increase the quantity and value of customer comments you receive, if you want to make your survey really work hard for you, here are three things you can do:
First, make it clear at the top of your survey that your customer’s comments are not just collected, they are truly valued.
‘Customer Satisfaction Survey’ is about as interesting as gray paint. ‘Your Voice Counts!’ sounds much better. ‘Tell us what you want!’ is appealing. ‘We are listening to YOU!’ is a promise I’d reply to.
Second, design your form to gather qualitative input you will study and act on. Ask for subjective impressions and ideas with questions like these:
‘What did you like? What didn’t you like? What would you like? What do we do that you wish we didn’t? What would you like us to change? What did you appreciate the most? What should we provide that is mi
We start by identifying what a customer is for businesses. A customer can be someone buying a service or product from your company. You are also a customer who buys services to utilize or have an affiliation with your company.The purpose for identifying who a customer is weighs heavily on how your company can benefit from virtual assistance. Telephone automation provided a fast growing business a way to receive their customer calls without having to hire more and more operators to answer the telephones. As the idea of automation grew
If your response form is loaded with jargon, scales and numbers, it’s so filled up with your ideas there’s no place left for your customers to speak their minds.
A statistical sampling of customer opinion can make sense. A quantitative monthly or quarterly survey may highlight where you’re slipping, climbing or simply standing still.
But don’t ask every customer to reply ‘by the numbers’, or the majority will stop thinking about your survey, before they even start!
That leads to the second point: Customers learned long ago that ‘standard surveys’ yield a ‘standard company response’ – which in many cases is nothing.
If I complete your survey, how can I be sure you’ll take action on my comments? There’s little guarantee of action in a long list of detailed questions, tiny little boxes and columns of numbers.
If you want to increase the quantity and value of customer comments you receive, if you want to make your survey really work hard for you, here are three things you can do:
First, make it clear at the top of your survey that your customer’s comments are not just collected, they are truly valued.
‘Customer Satisfaction Survey’ is about as interesting as gray paint. ‘Your Voice Counts!’ sounds much better. ‘Tell us what you want!’ is appealing. ‘We are listening to YOU!’ is a promise I’d reply to.
Second, design your form to gather qualitative input you will study and act on. Ask for subjective impressions and ideas with questions like these:
‘What did you like? What didn’t you like? What would you like? What do we do that you wish we didn’t? What would you like us to change? What did you appreciate the most? What should we provide that is mi
How important are staff to your business? That’s sort of a basic question, because everyone knows that without staff you can’t do your own job. But really, how important do we consider our staff? After all, they haven’t been to school as long as we have, they don’t know as much, they don’t make the money we do. Shouldn’t it be easy to replace them when we need to?It’s easy to fall into the trap of under-rating the importance of staff to a business; but it’s at least as bad to have the wrong staff in your organization. Who are the
If I complete your survey, how can I be sure you’ll take action on my comments? There’s little guarantee of action in a long list of detailed questions, tiny little boxes and columns of numbers.
If you want to increase the quantity and value of customer comments you receive, if you want to make your survey really work hard for you, here are three things you can do:
First, make it clear at the top of your survey that your customer’s comments are not just collected, they are truly valued.
‘Customer Satisfaction Survey’ is about as interesting as gray paint. ‘Your Voice Counts!’ sounds much better. ‘Tell us what you want!’ is appealing. ‘We are listening to YOU!’ is a promise I’d reply to.
Second, design your form to gather qualitative input you will study and act on. Ask for subjective impressions and ideas with questions like these:
‘What did you like? What didn’t you like? What would you like? What do we do that you wish we didn’t? What would you like us to change? What did you appreciate the most? What should we provide that is mi
There are many different career paths in the dental field today. Choices include a wide range of positions, such as: hygienist, assisting, and lab technician.Yet perhaps no other career in the dental profession is more accessible and exciting than that of the office manager. The dental office manager works much like the conductor of a large orchestra -- his/her job is to organize the many different aspects of a dental practice into one cohesive unit. This person serves both the patient and the dentist, and is able to juggle both re
‘Customer Satisfaction Survey’ is about as interesting as gray paint. ‘Your Voice Counts!’ sounds much better. ‘Tell us what you want!’ is appealing. ‘We are listening to YOU!’ is a promise I’d reply to.
Second, design your form to gather qualitative input you will study and act on. Ask for subjective impressions and ideas with questions like these:
‘What did you like? What didn’t you like? What would you like? What do we do that you wish we didn’t? What would you like us to change? What did you appreciate the most? What should we provide that is missing? Did anyone or anything let you down? How can we serve you even better? What do we have to do to justify raising our price by 10%? What does no one in our business do that you think everyone should do? What should we start doing, stop doing, do more of, do less of, do immediately?’
That’s a long list to choose from. Pick the questions that work for you and use them! (A blank ‘comments’ field on your existing form just doesn’t cut it!)
Third, promise – and then take – immediate action. Tell customers how quickly their comments will be read, and how fast the changes will occur.
Ask them: ‘May we reply to you personally about this? If so, please check here.’ Now it’s obvious that you are reading every comment, you are listening to the customer, you are committed to making changes every day.
Key Learning Point
In today’s busy world, your customer satisfaction survey must be so interesting and worthwhile that customers are glad to fill it in. If your survey is not engaging and attractive, customers will ignore it.
Action Steps
Look carefully at the design, format and length of your current customer satisfaction survey. Does it capture your customer’s interest? Does it promise fast response and action? Should you change the name? the length? the questions? the design? Can you afford not to?
Your survey might be the last thing your customers see when doing business with you. Are you creating the right ‘last impression’?
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