Do you know how it feels to be your customer? Customer Satisfaction Surveys provide a direct insight into your customer’s experience. Being proactive in finding what your customer’s experience was like, says a statement about your company.
Several weeks ago, a friend of mine went to a day spa where she received a gift certificate to. It was not her regular spa and salon she went to. Recently she received a phone call from the salon simply following up on her experience. She expressed to me how impressed she was that the salon actually cared about her experience after the sale. It was her first time ever a spa and salon ever conducted a customer satisfaction survey. This salon is now services her regularly.
Even though the day spa did not initially service her, they made a favorable impression on her by showing how important her experience was to them. An impression that created a return customer just by conducting a follow up call.
There are several different approaches to Customer Satisfaction Surveys. In general, they are conducted by interviewing a sample of your total customers. Some surveys can be done right at the point of sale, others use email, telephone, or person to person surveying.
Conducting customer satisfaction surveys can have a more profound affect on your business then anticipated. It not only provides feedback for your customer service program, but leaves a lasting impression on your customers.