Are you listening to what your customers are saying to you? (Are you even asking them what they think?) Conducting regular customer satisfaction surveys after the completion of projects and services provided by your firm can help you understand customer expectations, assess your company’s strengths and weaknesses, pinpoint potential red flags before they turn into major issues, collect testimonials, and track your progress as you work to fix trouble spots.
Depending on your CRM system, you may be able to make surveys part of your project close-out process. Surveys can automatically be sent once a project or service ticket is closed, and set to notify you once results are in.
Your business thrives only if you hear what your customers are saying – and then correct what they say isn’t working. When you have solid data based on feedback, you can make informed business decisions about customer experience and staff responsiveness.
You don’t have to start from scratch when creating a customer satisfaction survey. We have a few sample surveys you can download here and then tweak to make your own. Once you’re satisfied with the questions you’re asking, weigh your options for getting the survey out quickly to customers once your work for them is complete. The sooner they receive the survey, the more likely they are to remember details – and to spend time filling the survey out.
Survey questions can include:
- Rate the overall service you received.
- How did your salesperson perform during this most recent purchase?
- Did the onsite technicians meet your expectations during this project?
- Was the project/service completed within the promised timeframe?
- How accurate were your invoices?
- How did you first hear about our organization?
- Based on your experiences, would you consider working with us again?
- Did you receive answers to your questions in a timely manner?
- How likely are you to recommend us to a colleague?
- Were you kept up to date on the status of your project?
The more surveys you send, the more data you’ll gather – and the easier it will be to spot trends and patterns in feedback. When you understand the drivers behind the satisfaction and loyalty of your customers, you’ll have a significant advantage over your competition.