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How to assess Customer Satisfaction without using surveys

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Sean Kelley

#11
#11
Repeat orders can be a sign of customer satisfaction but not always. In some cases their customer or corporate may mandate who they need to buy from. In bulk materials this is becoming more common.

We recently did a Gallup poll and they categorize 3 type of customers - Engaged, indifferent and antagonistic

The first one engeages are your biggest cheerleaders saying how great you are. The second ones are very price driven and don't really care who they buy from since they view it as the same. The 3rd one Antagonitics are being forced to buy from you because corporate or the customer has a contract to get better pricing. They will tell you your product does not perform as well and they want rid of you but their hands are tied.

The Gallup poll can be a real eye opener and the information is vey useful.
 
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Colin

Colin

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#14
#14
AndyN said:
Call them. Ask for 5 minutes and ask them 5 questions which are important to them. Don't ask them to do any work about "recommendations for improvement". Be honest. Ask them straight questions.
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I have also used this method to good effect but with a slight refinement, I change the questions every 6 months or so. This means that be the end of the year you get double the range of answers.

Another good source of feedback can be the person who answers the phone for general calls (not direct dial) as they often get the initial response - good and bad. If possible, ask them to jot down anything positive or negative.
 
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