One of the challenging aspects of designing a customer satisfaction survey is determining what kind of questions to ask. The usual process involves asking an overall satisfaction question, either at the beginning or the end of the survey and several questions about aspects of the experience to drill down to a lower level of detail, in order to better understand what has the most impact on customer satisfaction. One of the key elements that is often overlooked in measuring customer satisfaction is how important each element of the experience is to a customer. Both are needed.

I recently called my mobile service provider about some new services I required. Within about an hour I received a text telling me I was going to receive a text survey and 4 more texts of one question each. My answers were to be texted back. All the texts (both the ones I received and the ones I sent were considered free texts by my mobile service provider. It is interesting that I had also called the same company as they were my phone service supplier as well. They also called me with an automated survey where I spoke the answers. The four questions were identical. Three were 3 multiple choice questions and one was open ended.

Customer Satisfaction is often measured by Customer Survey data. There are many market research companies that will create and run customer satisfaction surveys for you, based on your unique needs. There are 10 areas to consider when planning a customer satisfaction survey, from who to survey to how to provide feedback to customers about what you found and how you have changed based on customer feedback.

Small Business organizations often ask how they can gather customer insights without spending a fortune with consultants or research firms. This blog post covers 6 techniques and tools a small business can use to determine the satisfaction level of their customers.

Every organization goes through cycles, from year beginning, monthly and quarterly results and year end. As a new year approaches, one of the exercises every department goes through is planning for the year ahead. Customer Satisfaction strategies and processes need to be reviewed as well.The most important things to review are Management Strategies, Customer Expectations, Customer Feedback, Measurements and Targets and Management Reporting.

In an earlier post titled Netflix responds to customer social media outrage, Netflix addressed customer dissatisfaction with it’s a newly announced business model (and price increase) and the CEO produced a video explaining his actions. I ended my post with the idea that time will dictate if Netflix’s customers will accept their new business model. The results are in: Customer feedback has reversed Netflix decision to split its business in two in just a few weeks.

The consumer has been given the freedom to provide feedback on any product or service they acquire though new types of review sites and new web and mobile techniques. For every action, there is a reaction and I recently came across a few articles describing how various organization are attempting to block the consumer’s right to share information. Openness, Communication and Accountability, the 3 elements of transparency, are better approaches.

Listening to your customers is a key element of any customer satisfaction strategy. FeatureSet is business community software made to facilitate product development collaboration. It is the first social business application that connects the customer to the product management process.

Gatwick Airport is undergoing a major reconstruction project. Rather than unsightly wooden barriers, Gatwick has used the space to engage with users of the airport. On various construction locations, they have a supersized Barcode along with messages for users to scan the bar code on their cell phones and see how the station is being built. An application available for smart phones (iPhone and Android phones) will turn that picture into a link where users of the smart phone can access the Gatwick Discovery Tour. While this is an interesting adoption of new technology Gatwick inadvertently left out many travelers. Read why.

One of THE most ignored best practices in Customer Satisfaction strategies is to share with your customers that you heard their complaints and have taken action to minimize or alleviate the concerns that the customer should have noticed. This article covers how Dell Computers is providing feedback to customers on the improvements they are making.

Hide me
Sign up below to receive a Free Report (Retail Value $150.00)
Name: Email:
Show me