Can we stop Customer Surveys as they are generating low return rates ?

B

biboy2012

#11
I am not in favor of stopping the Customer Survey just because the response is poor; instead would initiate a detailed investigation on what causes it.
By "stop," I mean get the gathered data tallied/analyzed.

300 is the recommened sample size. I already surveyed 300 customers. The real problem is the response rate is too small.
Can I reached a definitive conclusion even if the response is low?
 
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somashekar

Staff member
Super Moderator
#12
Can I reached a definitive conclusion even if the response is low?
You can reach a definitive conclusion that you have to improve your customer service and support. The question is where you will make improvement?
The survey response at such low rate may not be giving you definitive directions on specific areas for improvement.
Even from the 20 odd response, what do you infer ?
Where do customers say that you need to improve for them to be more happy with you ?
(Perhaps from your internal data analysis and customer specific complaints handling you already have these feelers. Do they match ?)
Nope, 20 out of 8,000.
Do not make an other attempt to survey in the same manner soon. You may end up with still lower returns. Look also at other ways and means apart from surveys. Make out a plan and run through that after some medium period when actions taken further are made to enhance customer satisfaction.
 

Mikishots

Trusted Information Resource
#13
I conducted customer survey through email and walk-in 3 weeks ago and as of this date we have had few responses. The retrun rate is very poor (20 responses) considering that we have 8,000 active accounts/customers. The recommended sample size is 300. If I surveyed 300 customers, should I stop there though I have had 20 responses only? Or do I have to go on with the survey until I reached 300 responses?

I'd be interested to hear any advices you may have. Thank you very much.
Things not apparent from the questionnaire:

Does your company have a method for customers to complain?
How can customers make unsolicited feedback regarded your service/product?

Items 3 and 4 seem to be the only relevant questions for a customer; level of service and timeliness of resolution. I would suspect that your company does not produce a product, but rather provides services; if this is not the case, the questionnaire doesn't reflect that.

The question "Was your experience with us better than the other company offering the same or similar service?" is completely meaningless - what would you do with the response? This would also seem to apply to the last question - it's unclear on what you would expect to do with a given response.

You may want to review for grammatical errors - small things like this can give the impression that the survey was hastily put together.

I'd also suggest using a service like SurveyMonkey, allowing you to analyze the results in more than one way.
 
R

RMain

#15
Do you have a Sales Force, warm bodies who visit customers from time to time, I've been more successful at getting information through debriefing Sales Force individual after they return from visiting Customers. They always have plenty of stories to share the good and the bad, put them into two categories 1) Compliments and 2) Dissatisfactions and over time gather the data and share your findings accordingly.
 

Mikael

Quite Involved in Discussions
#16
E-mails: When sending out e-mails at that kind of numbers you will need professional IT skills (internal or external) to help you out, otherwise it will be considered spam, and it will not even reach the target. Is there a special pattern for the few responses?

BTW: I am not sure about the laws around the world, but if you did not got permissions, it might actually be spam/not legal?

The survey: I just had a fast look at it, and my first thought is to ask whether you have define internally what (good) service is??? I would start there. Then invite the few responses you got from the survey for some sort of panel discussion, where you can have a dialouge about service. This is much more useful than 8,000 email responses, when it comes to this issue.
After that you might find a gap bettween the companys definition and the customers, and you can make a much more relevant and useful email survey the next time.
 
M

mguilbert

#17
Here is another option to measure customer satisfaction. This is a presentation was given at the International ISO 9000 Conference some time back.


A link to the previous post is below.

http://elsmar.com/Forums/showpost.php?p=425776&postcount=8

But I agree with other posters there is no requirement for a survey. We measure it by on-time delivery and we deliver most of the product to Canada and the all of the US ourselves and we have a "survey" at delivery.

Note: I am no way affiliated with the company that gave the presentation or their website.
 
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