Implementing Surveys to Measure and Define Customer Service
A customer satisfaction survey can be quantitative, qualitative and it can also be a simple perspective of how your clients ‘feel’ about your service. Businesses that are not willing to yield to customer feedback cannot adapt or respond.
North Olmsted, OH (PRWEB) April 4, 2006
What separates a good company from an exceptional one has much to do with how you answer the question, “Do you know what your customers want?” The only way to know with any certainty is by asking.
Excellent customer service is ultimately defined by the perception of the client. Businesses that are not willing to yield to customer feedback cannot adapt or respond. A savvy customer will begin looking for alternative choices.
Thomas Friedman, author of the best selling book, ‘The World is Flat’ affirms that anything that can be digitized can be outsourced. The one thing that cannot be outsourced is the personal touch of customer service. Surviving the new world economic structure requires an intentional focus on customer service.
A survey process professionally implemented builds stronger customer relationships as it invites your clients to help you understand your strengths and weaknesses. Hiring a third party shows your customers you are serious about your commitment to seek their input.
Contract with an independent survey company experienced in surveying the same industry that your business represents. Surveys vary in the end objective and the data acquired is useless unless properly interpreted.
A customer satisfaction survey can be quantitative, qualitative and it can also be a simple perspective of how your clients ‘feel’ about your service. Some survey services offer detailed comparative reports relative to a specific industry.
For instance, Survey Design and Analysis (SDA) offers full-service survey design and analysis from hourly consulting to complete execution of customer satisfaction surveys, customer service surveys, market surveys, and employee surveys. See http://www. survey-design-and-analysis. com (http://www. survey-design-and-analysis. com)
A business serving senior citizens (as an example) may elect a customer-satisfaction survey that leads to Certification as a Senior Approved Service. This particular survey company is not for every health or elder care business as there are pre-requisites. See http://www. qualityeldercare. com/request-certification. html (http://www. qualityeldercare. com/request-certification. html)
Bottom line: Excellent customer service can be defined and measured through the feedback received through a survey. It provides a road map of clear direction for implementing changes.
Honoring the advice of your customers will put you in front of your competition. Within a short period of time, you will own your competitors clients in addition to your own loyal customer base.
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