Don’t send a generic survey. Definitely don’t send a long survey. Instead, ask: What one thing can we do better? You’ll get great ideas you can actually use.
February 13, 2013
Does it really? I get that headline on an email survey every 90 days from my DVR company. For several years. But after filling out a few surveys and never hearing back from them, I really doubt it. If you want people to participate, you need to reinforce the participation. You need to show them […]
November 17, 2012
With all of the online communication tools you have, why aren’t you asking for feedback from every customer, every time? A simple email will do. What customers think about each transaction is vital — it decides whether you’ll ever see them again. You should care, and you should show customers that you care. Not everyone […]
January 21, 2012
Check out this ad for a bank bragging about “90% customer satisfaction.” How is having 10% of your customers unhappy something to be proud of?
October 12, 2011
There’s only one way to know if your tech support is good enough: Ask every customer, every time Ask in a way that the customer will answer (not a multi-question survey) Ask for one meaningful answer, and nothing more — were you happy? Did we solve the problem? Would you recommend us? Show every single […]
August 27, 2010
That question may be the most important question you can ask — and the business innovation of the decade. It comes from Fred Reichheld‘s Net Promoter Score concept and his book The Ultimate Question. You should read the book and start using it immediately. Of course, I love it because it’s a word of mouth […]
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