|
|
10 Ways To Work Through A Business Slowdown
In running any kind of business, it's inevitable that sometimes business will slow down. This might occur due to an upcoming holiday, seasonal variations, or uncontrollable circumstances. As a small-business owner, you have a choice in terms of...
Columbus Bar Association chooses gomembers’ Preferred Support Agreement
gomembers, Inc. has announced that the Columbus Bar Association (CBA: http://www.cbalaw.org) has elected to purchase a PSA (Preferred Support Agreement) for its dmg4 association management software solution. “Opting for the PSA to support their...
Making Your Purpose Your Business, Step#1
Step#1- Discovering Your Purpose
There is no such thing as a “small” job. Each function within our society aids our detailed technical lifestyles and well being. From a store clerk to a business executive, each position is an intricate part...
Secrets of Donald Trump Revealed!
If you're like most of the television-watching public, you're hooked on Season #2 of "The Apprentice" and the flamboyant entrepreneur in the "starring role."
Love him or hate him, you can't deny that Donald Trump is one of the world's most...
Selling Your Jewelry Creations Online
Selling your jewelry creations online requires different skills and supplies then selling at shows or on consignment. You’ll need to develop good computer and digital photography skills as well as set up a shipping area and buy shipping supplies. ...
|
|
|
|
|
|
|
|
Making Customer Satisfaction Surveys Work
Why bother?
Good customer service is the life blood of any business. Although new customers are important good customer service will help generate customer loyalty and repeat business. With each satisfied customer your business is likely to win many more customers through recommendations and remember, if you are not taking care of your customers, your competition will.
A Customer Satisfaction survey will help you not only identify problem areas but will also demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide.
Where to start?
Objective - Before you start compiling your survey you should first consider what the objectives of the survey are, in that way you will remain focused and find it easier to decide what questions to ask.
Analysis - In addition to the objective consider also how you will analyse the answers having completed the survey. Keep in mind that ‘closed’ questions (where the respondent is asked to choose from a limited number of responses) are easier to analyse than ‘open’ questions (where the respondent can reply in anyway they want). Much will depend on the volume of respondents, the higher the volume the more important it is to have an easy method of analysing the results.
Opportunity – Keep in mind that as well as obtaining valuable market research data customer surveys are also a good way to publicise aspects of your service that your customers may not be aware of. After you have drafted your survey read through the survey from a market research view point and check that you are asking the right questions in the right way and that with the feedback information you will be able to make informed decisions. Then, read through the survey from a marketing view point, check that you have phrased each question so that every opportunity has been taken to promote your business? The ideal question will perform the following three functions:-
Market research–provide valuable feedback to help you improve your customer satisfaction levels and in turn your business Marketing –promote aspects of your business Information/Education–advertise a service that you provide that your customers may not have been unaware of
For example:-
Do you find the in-store baby changing facilities useful?
By asking this question not only will the store receive good feedback on the facility they provide but they will also advertise their baby changing facilities and promote themselves as a family friendly store beyond those customers who have a specific need for the facility provided.
Warts and all – to benefit most from a customer survey you need to be prepared to dig deep and accept the worst. A customer satisfaction survey should be designed to highlight problems so that they can be addressed; regular customer satisfaction will prevent complacency and will also give early warning on where your competitors initiatives may be loosing you business.
What to ask?
Although each business is likely to have specific and unique factors that are important in providing good customer services there are common areas that are relevant to all businesses be they a physical store, Internet based or a service industry. The following are some key areas to providing good customer
service.
Communication - Do you make it easy for the customer to communicate with you? When a customer telephones is the phone answered promptly; are enquiries about products or services properly handled? A good business will make every effort to ensure that whatever the customers query it is resolved by the right person, quickly, politely and fairly. If a problem is not resolvable immediately do you promise to respond in a given time period and do you deliver on your promise? Use a customer satisfaction survey to confirm that all your staff are perceived by your customers as being helpful, courteous and knowledgeable.
Location – Do your customers find it easy to visit you, if a physical store, is it conveniently located with good access?
Making it pleasant, making it easy - For a virtual business it is important to ensure that your website is aesthetically pleasing and easy to use. Physical store or website, is the store properly laid out, can your customers find what they need and is there sufficient information and help on hand to explain how a particular product works?
The right quality products – Not only should you measure the quality of the service that you provide but you should check that the products and services that you market are what the customer wants and closely match their expectations.
Value for money – Cheap or expensive is not always a good measure, value of money is. Do your customers equate your business with value for money, if not, why not?
Speed and attention – No matter what the business, the majority of customers will want to be dealt with quickly but attentively. Are you doing everything you can to avoid delays? Good businesses will try to treat each customer as an individual, does yours? Attention is one thing but this has to be hand- in-hand with a quick and satisfactory resolution of the query.
Demographics and Specific issues – Take the opportunity to profile your customers, for example where do they live and what is their age group? The more you try to understand your customers the better you will be able to target your business. Within the survey allow customers to highlight specific problems and provide contact details.
What next?
Having completed the survey analyse the results.
Trends – Look for common and specific areas where the service is failing. Ask yourself if the criticism is valid and is there anything that can be done to resolve or minimise the problem?
Training – Are the staff properly trained and do they have sufficient knowledge? Where staff training programmes have been implemented have they had a positive impact on the business? Follow-up –If a customer who has completed a survey has raised a specific issue ensure that they are contacted and their complaint addressed. Don’t loose an opportunity to resolve a problem and keep a customer.
Continuously Monitor - Make-changes and then measure by issuing further surveys.
The following sample customer satisfaction survey for a store demonstrates some of the areas discussed please visit:-
http://www.surveygalaxy.com/surPublishes.asp?survey_id=1140
About the Author
Martin Day is a Director of Survey Galaxy Ltd a website that allows anyone to create, design and publish on line surveys, fast and cost effectively. Visit http://www.SurveyGalaxy.com for more details
|
|
|
|
|
Finance - Leases-Leasing Ezine Articles |
EzineArticles.com allows ezine or email list publishers to upload or download free expert content that can be used within email newsletters or websites. |
ezinearticles.com |
  |
Finance: Leases Leasing Articles from EzineArticles.com |
http://ezinearticles.com/?cat=Finance:Leases-Leasing Free Content For Your Ezine or Website http://creativecommons.org/licenses/by-nc-nd/2.0/ Why use your ... |
ezinearticles.com |
  |
Leases Leasing - Money & Finance Articles |
Leases Leasing - Money & Finance Articles. Money & Finance | Accounting & Payroll | Bankruptcy | Business & Loans | Credit Tips | Currency-Trading ... |
www.article99.com |
  |
Finance » Leases Leasing » Absolute Article Directory |
Absolute Article Directory: Finance, Leases Leasing. |
www.absolutearticle.com |
  |
- Leases-Leasing |
By David Springer | On January 29, 2006 | In Leases-Leasing | Rated. Short on cash, but need equipment? Consider leasing what you need. ... |
www.articlebar.com |
  |
Leases Leasing |
You are here: Article Directory arrow Article Directory arrow Finance arrow Leases Leasing ... Leases Leasing. Articles ... |
www.rumorist.com |
  |
Long Term Car Rental Italy Auto Rentals Leases Leasing Rome Milan ... |
Long Term Car Rental Italy Auto Rentals Leases Leasing Rome Milan Florence One Way Paris London Frankfurt Madrid Lisbon. |
www.ideamerge.com |
  |
europe car rental leases leasing one way rentals long term renault ... |
pictured is the Renault Laguna Estate, With Renault tax-free, short-term auto leasing you get the exact, brand-new vehicle you reserve, plus unlimited miles ... |
www.ideamerge.com |
  |
Private Fleet - Finance, Insurance, novated leases, leasing, CHP ... |
New Car Broker Australia. Private Fleet sales discounts on your new car purchase, no haggle, no hassle saving $1000s off all new and used cars for private ... |
www.privatefleet.com.au |
  |
Projector Leases, Leasing Companies for LCD, DLP, LCOS projectors |
Projector leasing programs and services. Choose a company. |
www.projectorcentral.com |
  |
Category: leases-leasing |
Category... leases-leasing. Results 1 - 3 of 3. Search took 0.01 seconds. Page 1 of 1. Buy or Lease: Which Automobile Transaction is Better? ... |
www.articler.com |
  |
John Dellagnese & Associates: offices, officespace, lease, leases ... |
It takes two companies to bring you the premier Corporate Property Development group in Northeast Ohio: the talents of John Dellagnese and Associates ... |
www.dellagnese.com |
  |
John Dellagnese & Associates: offices, officespace, lease, leases ... |
Welcome to our Tenant Login Page. * Forgot your password or haven't received one yet? Email us tinah@dellagnese.com or call 330-668-4000 and we will reply ... |
www.dellagnese.com |
  |
The-Arts-Magazine.com - Leases-Leasing |
Home arrow Article Links arrow Finance arrow Leases-Leasing. Main Menu ... Mosets Tree. Leases-Leasing. Listings. There are 0 listings in this category. |
www.the-arts-magazine.com |
  |
OmegaMotors.com - Your Money - Leases - Leasing Overview |
Blue Book retail & trade-in value reports on used vehicles. Kelley features prices on used cars, trucks, street and dirt bikes, ATVs, scooters, ... |
www.omegamotors.com |
  |
Entertainment Guide - Leases-Leasing |
Sunday, 03 December 2006, Home arrow Article Resources arrow Finance arrow Leases-Leasing ... Mosets Tree. Leases-Leasing ... |
www.entertainment-resource-directory.com |
  |
- Leases-Leasing |
Mosets Tree. Leases-Leasing. Listings. There are 0 listings in this category. spacer.png, 0 kB. spacer.png, 0 kB. download joomla modules download joomla ... |
www.healthcare-resource-guide.com |
  |
FINANCEDEPARTMENT.COM- Finance, Mortgages, Leases, Leasing ... |
Finance, Mortgages, Leases, Leasing, Brokerage Houses, Mortgage Lending. |
www.financedepartment.com |
  |
vehicle leases leasing guide and facts |
vehicle leases leasing guide and facts. Under the federal Consumer Leasing Act, you, the consumer, have a right to information about the costs and terms of ... |
www.shopperfavorites.com |
  |
- Leases-Leasing |
spacer.png, 0 kB. spacer.png, 0 kB. Home arrow Article Resources arrow Finance arrow Leases-Leasing. Mosets Tree. Leases-Leasing ... |
www.cars-directory-guide.com |
  |
|