Top Tips – Customer Satisfaction Surveys
Why bother?
Good customer service is the life blood of any business. Although you should try and attract new customers good customer service will help generate customer loyalty and encourage repeat business. With each satisfied customer your business is likely to win many more customers through recommendations and remember, if you are not taking care of your customers, your competition will.
Online customer satisfaction surveys will demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide.
Where to start?
Objective – As a first step decide what the main objectives of the survey are, in that way you will be able to retain focus and find it easier to decide what questions to ask.
Analysis – In addition to the objectives consider how you will analyze the answers having completed the survey.
Keep in mind that ‘closed’ questions (where a respondent is asked to choose from a limited number of responses) are much easier to analyze than ‘open’ questions (where the respondent can reply in anyway they want).
A great deal will depend on the expected volume of respondents, the higher the volume the more important it is to have an easy method of analysing the results.
Opportunity – Keep in mind that as well as obtaining valuable market research data customer surveys are also a good way to publicise aspects of your service that your customers may not be aware of.
Before publishing the survey read through the survey from a market research view point to confirm that you are asking the right questions in the right way and that your chosen answer format will provide you with feedback that will allow you to make informed decisions.
Next, read through the survey from a marketing view point, check that you have phrased each question so that every opportunity has been taken to promote your business?
The ideal question will perform the following three functions:-
- Market research – provide valuable feedback to help you improve your customer satisfaction levels and in turn your business
- Marketing – promote aspects of your business
- Information/Education – advertise a service that you provide that your customers may not have been unaware of
For example:- Do you find the in-store baby changing facilities useful?
By asking this question not only will the store receive good market research feedback on the facility they provide but they will also promote their facilities and advertise themselves as a family friendly store, even beyond those customers who have a specific need for the baby changing facility that has been provided.
Warts and all – to benefit most from a customer survey you need to be prepared to accept criticism.
A well designed customer satisfaction survey will enable you to identify problems so that they can be addressed; regular customer satisfaction will prevent complacency and give you early warning on where you might be losing out to your competitors initiatives.
What are the questions you should ask?
Although it is a given that each business is likely to have specific and unique factors that are important in providing good customer services there are common areas that are relevant to all businesses be they a physical store, online internet store or a service industry. The following are key areas to providing good customer service.
Communication – Are you proactive in making it easy for the customer to communicate with you?
When a customer telephones is the phone answered promptly; are enquiries about products or services properly handled? A good business will make every effort to ensure that whatever the customers query it is resolved by the right person, politely, quickly and fairly.
If a problem is not resolvable immediately do you promise to respond in a given time period and do you deliver on your promise?
Use a customer satisfaction survey to check that all your employees are perceived by your customers as being helpful, courteous and knowledgeable.
Location – Do your customers find it easy to visit you, if a physical store, is it conveniently located with good access?
Making it pleasant, making it easy – For an internet business it is important to ensure that your website is aesthetically pleasing and easy to use.
Regardless of the store being a bricks and mortar or purely an online internet store, is the store properly laid out, can your customers find what they need and is there sufficient information and help on hand to explain how a particular product works?
The right quality products – You should not only measure the quality of the service that you provide but you should also monitor that the products and services that you market are what the customer wants and closely match their expectations.
Value for money – Cheap or expensive is not always a good measure, value for money is.
Do your current customers consider the products you sell or the services you provide as value for money, if not, why not?
Speed and attention – Customers want their enquiries or queries to be dealt with quickly but attentively.
Are you doing everything to prevent any delays?
A good business will try to treat each customer as an individual, does yours? Customers appreciate attention but only if it leads to a quick and satisfactory resolution of the query.
Demographics and Specific issues – Take the opportunity to profile your customers, for example where do they live and what is their age group?
The more you try to understand your customers the better you will be able to target your business.
Within the survey allow customers to highlight specific problems and provide contact details.
What is next?
Having completed the survey analyze the results.
Trends – Identify common and specific areas where the customer service is failing.
Ask yourself if any criticism is valid, be honest to yourself, is there anything that can be done to properly resolve, or at the very least, minimise the problem?
Training – Are all employees properly trained and do they have sufficient knowledge?
Where staff training programmes have been implemented have they had a positive impact on the business?
Follow-up – If a customer has raised a specific issue through completing a survey ensure that they are contacted and that their complaint is properly addressed.
Don’t squander the opportunity to resolve a problem and keep a customer.
Continuously Monitor – Based on the survey results make changes and then re-measure by issuing further surveys.
If you are interested in tracking customer satisfaction and would like to see a sample survey for a store that demonstrates some of the above advice please view the following example that can be used as a customer satisfaction survey template.
How To Grab Your Readers Attention With Your Subject
The race for supremacy in the internet based businesses has been really heating up and many sites have been put up to help others to get ahead for a small fee. But there are also ways in which you don’t have to pay so much to make yourself a good list of loyal Lifepath Unlimited followers. Having satisfied web traffic and visitors allows you to build a foundation where you can create an opt-in list and make it grow from there.
An opt-in list allows you to provide newsletters to your subscribers with their consent. When people sign up, they know that they will be receiving updates and news from your site and the industry your represent via an e-mail. But that doesn’t mean that all of those who subscribe read them at all. Many lists have been built by using an attachment with free software or for a promotional discount. Some are not really interested in receiving e-mails from companies and just treat them as waste of cyberspace and delete or trash them without so mush as opening the e-mail and scanning them.
You can change all that. While forwarding an email message is relatively easy after producing your Lifepath Unlimited newsletter, getting people to open them is not as easy. You don’t want to waste all the time and effort used in making the newsletters, you want people to read them and have their interests piqued. Interested enough to go to your website and look around and more importantly purchase and acquire your products or services.
One of the numerous ways you can tempt or persuade your subscriber is by providing a well thought out and well written subject. The subject of an email is what often catches your recipients attention and allows them to decide whether they want to open or read your e-mail. The subject could easily be regarded as one of the most important aspect of your promotional e-mail.
Your subject must be short and concise. It should provide a summary for the content of the e-mail so that the recipient will have basic knowledge of the content. This is really vital in grabbing the attention of your readers and subscribers. You want your subject to instantly grab the attention of your subscriber and get them to be intrigued to open up your mail. Remember, it is not necessarily true that a subscriber opens up subscribed mails.
A good subject must always be tickling the curiosity of your recipient. It must literally force the recipient to open the mail. A certain emotion must be ignited for them to open the mail. It is essential to use specific words to get the reaction you need. Keep in mind that the recipient or subscribers spends only a few seconds looking over each subject of the e-mails he receives. You must grab your reader’s attention right away.
There are many forms you can use for your subject. You can provide a subject that says your e-mail contains content that teaches them tips and methods on certain topics. An example of this is using keywords and keyword phrases such as, “How to” , “tips”, “Guides to”, “Methods in” and others like that.
You can also put your subject in a question form. These may include questions like, “Are you sick and tired of your job?” Or “Is your boss always on your case?” Watch for other promotional headlines that can be found in emails, magazines, newspapers and create a swipe file that you can have available each time you are composing a new newsletter. Try to stay on the topic that pertains to your site that way you’ll know that your subscribers have signed up because they are interested in that topic. Asking questions is a great way to immediately engage your reader, because as they read the question in your subject line, their mind starts answering the question already.
You can also use a subject that commands your reader. Statements such as “Act now and get this once in a lifetime opportunity”, or “Double, triple and even quadruple what you are earning in one year”. This type of subject deals with the benefits your company provides with your product and services.
You may also use breaking news as your subject to intrigue your subscriber. For example, if you own your own home based business life Lifepath Unlimited and have created your own team training site you can write in your subject, “Announcing The 7 ‘Critical’ Reasons Why I Created An Exclusive Team Training Site For You”. This creates curiosity with the reader and will lead them to open the mail and read on.
Remember it’s suppose to be fun. Enjoy the process of being creative and being able to express yourself in the way you want. Your readers will enjoy your messages more when you let your humor and true personality shine through.
Making the Most of Online Direct Marketing
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When people set out to embark upon an online direct marketing campaign, they sometimes are a bit befuddled as to how to go about finding someone who can craft good copy for them. This is not a surprise, as writing for the Web, and direct marketing in particular, requires a specific skillset that many offline writers may not as yet grasped. Let’s look at some of the things that will make your online direct marketing efforts bear fruit. This type of marketing campaign can take on several forms online. The most typical would be an e-mail campaign. This necessitates the need for the writer to craft an e-mail (or a series of e-mails) that not only get opened, but are able to get the response you are looking for, whether that be a sale, opt-in, redirect or CPA offer. Other types of writing for direct marketing online include pay per click ads, autoresponder series, reports, and more. Writing for these types of Web copy require that the writer have a firm grasp of what works on the Web. |
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Making the Most of Online Direct Marketing
|
When people set out to embark upon an online direct marketing campaign, they sometimes are a bit befuddled as to how to go about finding someone who can craft good copy for them. This is not a surprise, as writing for the Web, and direct marketing in particular, requires a specific skillset that many offline writers may not as yet grasped. Let’s look at some of the things that will make your online direct marketing efforts bear fruit. This type of marketing campaign can take on several forms online. The most typical would be an e-mail campaign. This necessitates the need for the writer to craft an e-mail (or a series of e-mails) that not only get opened, but are able to get the response you are looking for, whether that be a sale, opt-in, redirect or CPA offer. Other types of writing for direct marketing online include pay per click ads, autoresponder series, reports, and more. Writing for these types of Web copy require that the writer have a firm grasp of what works on the Web. |
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Web Marketing Software
The World Wide Web will assist you in finding a lot of helpful web marketing software for your internet marketing requirements. There are many websites that offer you such software tools to facilitate your internet marketing. If you are a newcomer to this field, you will have your work cut out because of the different kinds of software and techniques on offer. You must have a clear cut business plan on how to go about internet marketing. Once your business plan is made and ready, you may look for the suitable tools that would carry out your business plan.
It is of interest to mention here that there are many web marketing software solution for various facets of internet marketing. For example, in such areas as Content Management Systems, Website Analytics or Affiliate Tracking and Management, there are various software available, developed by specialists in each of these fields. You can research on these software solutions and acquire the same to boost your internet marketing potential and get maximum profits.
Marketers who have firsthand experience with these software have created webs about them. They are prepared to share their experience and expertise on such web marketing software. Therefore, they have listed out in detail what those software tools are capable of doing to promote your business opportunities. These websites help you save much on your time and energy looking for the best web marketing software and internet marketing tools.
It is common to see that several web marketing software developers offer all-inclusive solutions for your web marketing issues. In other words, they have got multi-use web marketing solutions. You are free to purchase the suite of solutions or solitary software as the need be. Once you have bought a suite of solutions you have the advantage of using the individual pieces whenever you wish.
Different websites introduce different software tools for you. They have very expansive appraisals of such web marketing software for your info. Certain software are inexpensive whilst certain others are not so. All the information that are needed to make an educated assessment and decision on making your choice of the best web marketing software are to be found on these websites. If you are a web marketer out on scouring for good web marketing tools and web marketing software, have a try on the World Wide Web.
