It’s important for us to survey our clients, it helps us strengthen our customer relationships and it gives us a variety of honest insight that we can use
You can learn about their expectations and get insight into the customers experience
Surveying your clients is a way for you to get feedback and evidence. It prevents false presuming and predicting how they might be feeling. Questions must be based on customer satisfaction. This will provide a good way for you to get to know your customer so that you can refine your offer, your product, or your service and the way you communicate it. What is the client or customer’s expectation and have you met that? How do they perceive things and was that perception correct? Were they genuinely satisfied and how could you improve? When you ask your customer how they felt in a survey, you’re getting descriptive words and ideas that you can actually use in your marketing if positive. Or take it as constructive criticism and make the necessary changes to create more satisfied customers moving forward.
Do not take extremely negative comments to heart but rather analyse if it does require slight alterations in your customer journey. We can be better by knowing and having this information.
It allows our audience to see or appreciate that we do value them.
By asking their opinion we show that we actually place value on their opinion and we’re actually interested in customer satisfaction and in bettering our business. A valued customer is likely to be a loyal customer.
It grows your engagement from your clients.
So if nobody’s saying anything or doing anything to get engagement and nobody is going the extra mile to show you really do care about customer satisfaction the customer may not feel valued. Satisfied customers become repeat customers and those customers can refer. So many times people are looking for a new customer but they don’t look at the customer that is in front of them and think “how can I make more money from this customer?” or “how can I serve them better?”
Identifies Key demographics.
It’ll give you key demographics like their age or their location and this is going to help you have a better understanding of your ideal customer. You can then go onto your social media and analyse whether your language, offer, and branding is suitable for the people you are reaching.
This can help you with your admin or with your onboarding of new clients. We might think that we’re perfectly communicating how to do it but if the person doesn’t understand it well then obviously we’re not. So we need to change something. For example, was taking payment online easy? Did you find the website easy to navigate? How was the content, did you find it user-friendly? Etc. This will ensure that you are upgrading to make things operate more efficiently in your business and it’ll help you retain your customers
For growth and development.
What is next in the customer journey? Unless your survey, test, review and tweak you cannot predict what the next logical part of that journey is going to be. You could ask your ideal customers what they would like to see next to give you more ideas.
Remember to include open text questions for honest, well-thought-out responses and always mention how long the questionnaire will take.