What's your recommendation rate with your customers?
How to make the most out of customer surveyingDecember 19th, 2017 by
Set expectations up-front
It is important to find a balance between requesting feedback often enough to stay up-to-date while not being too persistent. One way to do this is to set expectations up front of how many times you’ll survey throughout the project. When you initially meet with a potential customer, let them know that you have a survey process in place so they know exactly what to expect. This way, your customer will know when the survey is coming and will be more likely to respond. Also, tell them why you survey your customers. Let them know that their feedback is valuable to you and you’re committed to ensuring that they have a good experience from start to finish.
Finding the perfect balance in your surveys
Customers won’t mind you asking them questions as long as you’re not asking too many. You’ll enjoy higher response rates if you keep your surveys short and direct. Take time to consider the most important insights you need from your customers (such as communication, trust, and budget) and focus your survey questions on uncovering that information.
Whatever process you have in place, make sure you communicate it to your customers. Make it as easy as possible for them to complete the surveys, and don’t overwhelm them with too many requests for feedback. Ultimately, these surveys are going to prove helpful to both you and the people who hire you.
To learn more about our survey process, click here.