In numerous posts over the years, I’ve recommended that you conduct customer service surveys to guide your decision-making as you refresh your brand, update your business model, promote client retention, stimulate referrals or initiate any other changes in your business practices. Customer surveys can unearth all sorts of interesting and actionable data. A dozen well-written questions can give revealing insights into what drives the need for your services, what persuades decision-makers to choose you instead of a competitor and customer expectations that may not be immediately apparent. Surveys help you learn how your operation stacks up against the competition and can identify business strengths and weaknesses.
To give you inspiration, I hereby provide a few sample questions. Send your customer survey along with the final invoice of a project. Include it on your website, Facebook, Google + or LinkedIn page. Announce it on your Twitter feed.
- What service did (the company) provide for you?
- What factors made you decide to hire (the company) for this project?
- Do you feel that your project contact/manager acted in your best interests and your organization’s?
- How closely did (the company) adhere to the agreed-upon project timeline?
- Do you feel that your project contact/manager responded to your requests for information and other inquiries in a timely fashion?
- Considering the value of this project to your organization, how do you feel about the amount paid as compared to the value received?
- If you feel that you received poor value, please describe the problem (s). How do you feel about the process of providing resolution?
- Would you be willing to invite (the company) to work with you on another project?
- Are there additional services that you wish (the company) would provide?
- How often do you typically hire outside project-specific workers?
- Based on the experience of working with (the company) would you be willing to recommend to a friend or colleague?
- Do you have any suggestions for improving the services provided, or related administrative matters?
Thank you for your feedback. Your honest opinions are sincerely appreciated.
A big part of growing a successful business is through referrals and repeat business. Clients only return to you or recommend your services when they are extremely satisfied with your performance and have a high degree of confidence in your operation. Your clients possess a wealth of information that may not only give you the opportunity to bring solutions to their problems and increase your revenues as a result, but may also give you ideas about how you might attract new business. The only way to access this information is to ask your clients and listen to their answers.
Thanks for reading,