Marketing - promote aspects of your corporation

Information/Education - promote a service that you provide that your customers may not have been unaware of

For example:- Do you find the in-store baby changing services helpful?

By asking this question not only will the store receive good feedback on the facility they supply but they can even advertise their baby changing services and promote themselves as a family friendly store beyond those customers who have a particular need for the facility provided.


Warts and all – to learn most from a customer survey customer satisfaction survey you should be prepared to dig deep and accept the worst. A customer satisfaction survey should be designed to highlight issues in order that they can be addressed; regular customer satisfaction will prevent complacency and also will give early warning on where your rivals initiatives could also be losing you business.


What to ask?

Though each business is likely to have specific and unique factors that are necessary in offering good customer services there are common areas which might be relevant to all businesses be they a physical store, Internet based or a service industry. The following are some key areas to offering good customer service.


Communication - Do you make it easy for the customer to communicate with you? When a customer telephones is the telephone answered promptly; are enquiries about products or services correctly dealt with? A great business will make every effort to make sure that whatever the customers question it is resolved by the correct individual, quickly, politely and fairly. If a problem will not be resolvable immediately do you promise to respond in a given time period and do you deliver on your promise? Use a customer satisfaction survey to verify that all your employees are perceived by your customers as being helpful, courteous and knowledgeable.

Location – Do your customers find it straightforward to visit you, if a physical retailer, is it conveniently situated with good access?

Making it nice, making it easy - For a virtual business it is important to make sure that your web site is aesthetically pleasing and easy to use. Physical store or web site, is the shop properly laid out, can your customers find what they need and is there adequate data and assistance on hand to explain how a particular product works?

The best quality merchandise – Not only should you measure the quality of the service that you provide but you need to check that the products and services that you market are what the customer wants and closely match their expectations.

Value for money – Cheap or expensive just isn't always a good measure, value of money is. Do your clients equate your enterprise with value for money, if not, why not?

Speed and attention – No matter what the business, nearly all of customers will want to be dealt with quickly but attentively. Are you doing every thing you possibly can to avoid delays? Good businesses will try to treat each customer as an individual, does yours? Attention is one thing but this needs to be hand- in-hand with a quick and satisfactory resolution of the query.

Demographics and Specific points – Take the chance to profile your customers, for instance where do they live and what is their age group? The more you attempt to understand your customers the better you will be able to target your business. Inside the survey allow customers to highlight specific problems and supply contact details.


What next?

Having completed the survey analyse the results.

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