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Enhance Relationships, Loyalty & Increase Sales with Customer Surveys



Today's competitive marketplace requires organizations to listen to the voice of its customers. The satisfaction and loyalty of your customers predicts customer retention, which directly affects growth and profitability. Customer surveys help you find out how customers rate the value of your products and services, if your web site is useful and why (or why not), discover what and why people buy (or why people don't), and also find out who is coming to your site.

In addition to offering a link on purchase receipts, you can also send out general surveys via e-mail to your clientele base. Here are a few tips when creating your next survey:
  1. Keep the survey short and focused. Avoid the temptation to ask everything you've ever wanted to know, and tell people how much time the survey will take to complete so they know what to expect.

  2. Ask overall satisfaction at the beginning of the survey. This will allow you to measure customers' overall impressions of your company, product or service before they start thinking of specific aspects of those relationships. This is also helpful if they don't complete the entire survey.

  3. Address confidentiality. If the survey results will be confidential and/or anonymous, make sure respondents know this. Many people will be more likely to respond and more likely to provide truthful responses.

  4. Use a five-point satisfaction scale (not too long, not too short). Question scales should be descriptive and easy to understand.

  5. Set a deadline. Include a date by which people must respond – ideally 7-10 days.

  6. Be consistent when wording questions. Question scales be consistent and use the same scale.

  7. Send reminders. Send a reminder e-mail to respondents who haven't replied a few days before the survey deadline.

  8. Follow up. Send a thank-you to respondents and follow up with them if you told them you would do so.
If you'd like to test-drive an online survey but aren't sure where to start, there are many web sites available to help get you started. A few examples of survey sites include: InstantSurvey.com, Zoomerang.com, FreeOnlineSurveys.com or KeySurvey.com.

You can check out our online survey here. In order to serve you better please take a moment to fill it out, it will only take a minute! If you need additional ideas on how your business can increase customer satisfaction, give us a call! Our experienced team can help you jump start your survey creation today.

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