Do you really know?
Do you know how your customers are feeling about your business and its products and services? Really – do you know? I’m not asking you to guess based on feelings. I want you to really know how they feel. It’s a new year – why not start off the year by asking your customers how they feel. A simple customer satisfaction survey and maybe a few conversations with your customers will get you the answers you need.
Let’s start off with the customer satisfaction survey. Ask your customers the following questions:
- How satisfied are you with your interactions with our business?
- Do our products and services continue to meet your needs?
- What are the challenges you are facing in your business?
- What suggestions do you have for us to improve how we work with you?
- What else would you like to share with us?
With the question – “What are the challenges you are facing in your business” – you are looking to get information about how you might develop additional products or services to help your customer meet those challenges.
Keep the survey short so you increase the chances of getting responses. Provide a two week window to complete the survey and after the first week, send a reminder email to your customers about the survey. Explain in your email that you are interested in gathering some information from customers to better improve your interactions with them and ensure your products and services continue to meet their needs.
An online survey tool, such as Survey Monkey which I use for all my surveys, rolls up the results for you. And responses can be anonymous.
You might also meet with a few customers for a face-to-face conversation. Reach out to a number of your key customers and ask if you might spend a few minutes of their time to learn about how your business may serve them better.
Simple, isn’t it? All right then – go ahead and get started! I’d recommend surveying your customers on at least an annual basis. If you provide consulting services, do what I do – survey your customer after each project has ended.
