What’s a business without customers, visitors, and supporters? Having a great product gets you in the game, but having satisfied customers is what keeps you there. Think of some of the most successful brands out there: Costco, Trader Joe’s, Harley Davidson…these brands are household names not because they have the biggest marketing budgets, but because they prioritize the customer experience.
In turn, they’re rewarded with some of the most loyal and vocal supporters who not only bring in business themselves, but convert their friends and family as well.
There are plenty of tactics you can take to boost customer satisfaction. We want to highlight one of them in particular—customer satisfaction surveys. A relatively simple tactic, but one that is very easy to do wrong.
If you’ve ever launched a survey and practically heard crickets through the screen, you know it’s not always as easy as it seems. To help ensure you receive helpful and plentiful feedback with the next survey you launch, we’ll overview some best practices for customer satisfaction as well as share some examples that you can go on to replicate in your business.
It’s best to begin with the basics, which includes a working definition for customer satisfaction surveys. At SimpleTexting, we define customer satisfaction surveys as a series of questions that help your organization analyze what your customers like and dislike about your product/services. The answers to these questions can inform business decisions, marketing plans, customer support practices, and more.
Here at SimpleTexting we are actively collecting customer feedback at all times. Not only has it given us direction for how to improve our product, it’s helped us identify opportunities for new features. The reality is, nobody is better at telling you what you’re good at (and what might need some help) like your customers.
Years of experience has also shown us which methods of customer satisfaction solicitation work the best, and we want to share it with you!
Examples of “Strongly Agree, Agree, Neutral, Disagree, Strongly Disagree, Other” Questions:
Demographic questions you might want to ask:
Examples of “Very Satisfied, Somewhat Satisfied, Neither Satisfied or Dissatisfied, Somewhat dissatisfied, Dissatisfied” Questions:
Examples of open response questions:
Writing the right questions that your customers want to answer is a good start when it comes to setting your survey up for success. However, another way to stack the odds in your favor is picking a medium that gives your customers an easy and convenient way to share their feedback.
With a 98% open rate and a response rate 8 times that of email, SMS is the perfect tool for soliciting customer feedback. Additionally, there are measures you can take that will automate the survey process making it more efficient on your end.
To learn more about setting up SMS surveys, check out this piece on using texting for ratings and reviews from customers. And, as always, don’t be shy. Give text marketing a try with a 14-day free trial!
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