You already know that a good customer survey can highlight weak areas and perhaps show what your existing customers think about you.
The trouble is getting them to answer your questions.
The solution is simple. Get the front line staff to do it for you. Not with clipboards or long lists either, just politely and whilst in conversation with customers.
The trouble is getting them to answer your questions.
The solution is simple. Get the front line staff to do it for you. Not with clipboards or long lists either, just politely and whilst in conversation with customers.
The questions need to be open ended ones which do not put the customer in an awkward position.
So asking outright if they think service is good, poor or great is not the line you want to pursue.
You need constructive pointers and comparisons with your competitors.
For example; to customer- " You seem to be traveling a great deal in your job, how do we measure up against our main competition? How could we be better in your view?
Give each staff member a couple of questions to have on their desk or discreetly placed in their area of work. Their mission is to try and place that question to as many customers and entice fruitful answers from them which he or she can then bring back to the survey coordinator to compile with the dozens of different questions from other staff . Reward those staff who bring back the most answers and ideas from these customers, those responses are gold dust to you.
Pretty soon you have a wealth of answers given direct from your customers, without alienating them or having to offer rewards like free trips or discounts etc.
Give each staff member a couple of questions to have on their desk or discreetly placed in their area of work. Their mission is to try and place that question to as many customers and entice fruitful answers from them which he or she can then bring back to the survey coordinator to compile with the dozens of different questions from other staff . Reward those staff who bring back the most answers and ideas from these customers, those responses are gold dust to you.
Pretty soon you have a wealth of answers given direct from your customers, without alienating them or having to offer rewards like free trips or discounts etc.
