Customer Experience f Reuben Yonatan

The Do's and Don'ts of Creating a Customer Experience Survey

Customer experience surveys are a great way for companies to find out more about what their customers think of them. It’s necessary for businesses to utilize new ways of receiving feedback, because it makes their customers feel like their voices are being heard. When businesses go out of their way to actually listen to their customers, it gives them the opportunity to learn what’s working, what needs improvement, and where their focus needs to be. Surveys are great because they offer a quick and easy way for companies to connect with their customers. Customer experience surveys are also a more affordable, creative, and personal way of reaching out. When they’re kept short and sweet, customers will feel more inclined to participate. However, it’s not always easy to get them right. They can be too long and turn customers off, or don’t provide enough information for your business to take advantage of; they can be too specific, and your customers are left wondering why the year they graduated high school plays a role in purchasing a phone case. The cost of bad customer service is staggering, so it should obviously be avoided at all costs. We want to break down the do’s and don’ts of creating a customer experience survey so your business can improve its customer experience and maintain positive customer relationships.

Benefits of Customer Experience Surveys

  1. Cheaper option for businesses looking to find out more about what their customers think of their product/services. If your business uses CRM software, chances are there’s a survey feature tucked away somewhere.
  2. Connect to customers on social media easier. Most people (especially millennials) don’t want to talk on the phone or write lengthy emails. Taking advantage of social media integrations allow your customers to kill two birds with one stone: they can catch up with their friends and take less than five minutes to complete your survey.
  3. Flexible, more targeted option for businesses looking to make deeper connections with their customers. Surveys come with different kinds of questions like multiple choice, ratings, and matrixes that can be personalized for everyone.

Do’s and Don’ts

Instead of just breaking down each feature that comes with the typical customer survey software, we’re going to tell you what you should and shouldn’t do with it, so your business understands what the software is designed to do, how it will benefit your business, and make your life easier.

Do...

Don’t…

Final Thoughts

Customer experience surveys are a necessary tool businesses should not overlook. There is a right and wrong way to go about creating customer surveys. It’s essential to keep them creative and personable, but they must stay relevant to your business’ goals. If they get too long or too personal, you might scare away your customers. Make them want to take it by giving them an incentive, and be up front about it too. When used with sales and marketing CRM software, the data collected from the surveys will go a long way. Customers will notice if you are or aren’t taking their advice. When they feel like their voice is being heard, and they’re all in agreement that your business is heading in the right direction, you should see significant improvements in customer experience and sales forecasts, and acquire more leads through word-of-mouth and positive social media posts/reviews.
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