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QuestionPro explores the results of a research study published in the Harvard Business Review. The study found that simply the act of asking for feedback doubled retention and increased sales - even if the feedback was never acted upon.
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Double Customer Retention By Simply
Sending a SurveyHow to easily run a high ROI customer satisfaction program
Fan sites
Forums
Blogs
Polls
SurveysOnsite rating and reviews
Interviews
Focus groups
More than ever, Feedback is everywhere.
Unsolicited Feedback Solicited Feedback
But you must take action on the feedback, right?
MAYBE NOT.
Consider this study published in the Harvard Business Review:
Harvard Business Review by Dr. Paul Dholakia and Dr. Vicki Morwitz
US Banking Customer Satisfaction Study
50% less likely to cancel account3 times more likely to purchase another productSignificantly more profitable
1,000 customersGiven a CustomerSatisfaction survey
1,000 customers Not surveyed
No further action taken
No further action taken
Unsolicited Feedback Solicited Feedback
More than ever, Feedback is everywhere.
• Yelp
• Epinions.com
• Angie’s List
• Judy’s Book
• Fan sites
• Blogs
• Forums
• Surveys
• Polls
• Onsite rating and reviews
• Interviews
• Focus groups
It’s not about ACTINGIt’s about ASKING
The necessary steps to grow sales and double customer retention:
Create a customer satisfaction survey
Send the survey to your customers
Collect the responses
DO NOTHING
Why this works:
• “Measurement-induced judgments” asking can create opinions
• Surveys offer an chance to communicate new products
• The survey is a vehicle to interact with the company
• Surveys demonstrate that the company cares
What to ask your
customers?
3 key measurements of customer satisfaction
Overall satisfaction
“Overall how satisfied are you with our company”
Attribute satisfaction
“How satisfied are you with the quality of the service”
Loyalty
“How likely are you to recommend us to a friend?” (Net Promoter)“How likely are you to purchase our product again?”
1. Too many questions
4 mistakes to avoid when writing customer satisfaction surveys
2. Unclear questions: “Are speed and quality important to
you?
4. Requiring every question to be answered
3. Non-exhaustive answer options, include “other”, “don’t
know
Be prepared for anytime, anywhere feedback
Short URLs
How was your meal?www.mcdonalds.com/opinions
Website embed
QR Codes
Mobile surveys
Social Networks
Be sure to measure over time to catch trends:
85%
85%
Be sure to measure over time to catch trends:
85%
85%
“85% of our customer are highly satisfied!”
Create and send a Customer Satisfaction
survey in under 15 minutes
with
Dozens of free survey templates
Beautiful surveysEasy customization
Reach your customers anywhere
And powerful analysis and reporting tools, just in case you decide to act on the data.
(We think that would be a good idea)
