If you’ve ever been
asked to rate a service that you just received or describe the level of
ease/difficulty in navigating a website then you have taken a customer
satisfaction survey. These surveys are used to figure out where a company is
failing or performing inadequately so that it can take self-corrective
measures.
It’s important that
this is done before negative PR circulates or several customers have bad
experiences with your company. Working proactively to resolve any discrepancies
or issues can save 91% of unsatisfied customers you could turn away with subpar
practices.
If you conduct some
or most of your business online, it’s critical that you optimize your website
and user experience. The majority of consumers will move on to another site if
yours offers any hindrances to quickly and satisfactorily achieving their
needs. A simple yet useful question you can ask is “How easy was it to find
what you were looking for on the website?”
Your marketing
strategy also plays an integral role in the success of your business. In order
to gauge whether or not your advertising content is successful, simply ask
customers which communication channel they’d prefer you to use. Multiple types
of content is important to nine out of ten consumers, so your media strategy is
essential to driving sales.
Nextiva researched the best survey questions
to ask. Check out the infographic below to learn how asking greatquestions can ultimately improve your customer retention rate and profit.
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