See Andy's other stuff:

Contact Me >>

Tag Archives: surveys

A different way to ask for feedback

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.

(4) Comments - Read & Join the Conversation

“Your opinion counts…”

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 […]

Comments Off on “Your opinion counts…” - Read & Join the Conversation

Why aren’t you asking for feedback, every time?

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 […]

(2) Comments - Read & Join the Conversation

I’d be embarrassed to work here

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?

(3) Comments - Read & Join the Conversation

Tech support — it’s only good enough if it makes them smile

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 […]

Comments Off on Tech support — it’s only good enough if it makes them smile - Read & Join the Conversation

How likely are you to recommend us to a friend?

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 […]

(2) Comments - Read & Join the Conversation