Customer Satisfaction Surveys - Response Rate, Analysis, Customer Feedback

[BradM]

Re: Customer Satisfaction surveys - Response Rate, Analysis,Customer Feedback

Hello Sardokar!

... would an engineer tell me that the customer is not happy of his support work if he hears dissatisfaction from a customer on his work ? most likely not and unless the customer calls us or the technical manager we probably wont hear about it

I think I understand what you are getting at. An individual is not likely to come into the office and report to their supervisor that they were mean and rude to a customer!!

However, they should be empowered to understand that yes their attitude is their own to control, but many other aspects of their performance is probably out of their control, and should be reported.

The people out in the field is one of your most valued sources of information. You know what it is related to (hardware/software), the time and branch/affiliate and such. So just have the technician pull a few items of information (and record them), and you're good.

we also have account managers that are in relation with customers and meet with them.

Yet another source of information that is valuable. I have several customers that send me surveys and such; of which I don't complete. I have others that call and visit, and I tell them about any problems (and things done right) when they ask.

These account managers are responsible for the accounts. In the end, when their sales numbers drop, they are responsible. So if they can keep their sales numbers from dropping, then they should be on-board for it.

*****
Sometimes, questionnaires are the only method to acquire certain information from certain people. But the response rates are so low, and the non-response bias could end up being significant, that they are questionable sometimes. Hence the reason I would suggest to develop and improve alternate measures of customer satisfaction.

 

[kerusso]

This post has been really helpful, thanks to all for so valuable share.

I have a question: how often do I have to send the survey to the customer? Once a year? Twice a year?

Again, thanks for your patience and help.

 

[Big Jim]

The standard is silent on the matter. How often do you think you need to do it to have an effective program?

Some types of businesses do a few surveys every month. Many do a whole round once a year.

How often do you think your customers would tolerate being surveyed?

 

[xpcids]

I think once a year is more than enough.
I tried doing it twice a year, first half year survey i got almost 95% response from all customer. 2nd half year just 10% response.

Try look at your previous survey status then you might get an idea which is suitable for your company.

How often do you think your customers would tolerate being surveyed?

Online survey through email is a good way but if you are frequently make their inbox full, I fear it might turn to spam or they flagged it as spam.

 

[kerusso]

Thank you all!