Ask any business owner in a service-based industry and they will tell you how important it is to keep your customers happy. Deliver a great service and you will transform your customer into a lifelong user. It also increases the likelihood of them spreading the good word about your company to their friends and family.
The question is, do you know how your customers feel? Are they satisfied with your current service standards? In this post, you will learn how to increase response rates from customer satisfaction feedback forms, and determine precisely how well your company is performing.
3 Proven Ways to Evaluate Customer Satisfaction
In the past, business owners had only two reliable ways to weigh their customers’ satisfaction. They could send out snail mail and wait for a customer to fill out a feedback form. Alternatively, the company could collect phone numbers, make a cold call and hope that the customer is willing to answer a survey over the phone.
While both options are still effective to some extent today, getting a customer to respond to a customer satisfaction survey via traditional means is more difficult than you can imagine. These days, using email and text messages is far quicker, cheaper and more reliable.
Even then, how do you make sense of the data that you collect via email or text? What is the appropriate response rates for customer satisfaction feedback questionnaires? Do you want to learn how to increase your response rates? Let’s take a look.
Look at Average Response Rates
By analyzing responses to surveys asking for feedback, you can quickly determine how well your company is performing and how happy your customers are. This is why you need to take steps to maximize your response rates. The average response rate varies for different businesses. A digital service company is far more likely to have a high response rate when compared to a retail store. This is the case because a digital company has customers who are more inclined to go online and fill out a survey.
Internally distributed surveys that you send to employees tend to fare higher than those sent out externally, in other words your customers. Generally external surveys tend to attract a 10-15% response rate compared to 30-40% for internal surveys.
However, it is worth noting that a well-designed survey sent out to responsive customers could attract a response rate as high as 85%. Likewise, a poorly executed survey with no incentive for the customer could fare as low as 2%.
By using some of the best survey softwares, you can increase your response rates for better feedback. We will discuss these 3 apps in further detail later in the article.
Send Out Reminders
It should come as no surprise that most people have incredibly busy schedules. They are likely to forget about something that isn’t a necessity. For example, forgetting about the survey that you sent to them last week. With this in mind, you should send out reminders regularly. This can be done through text messages, emails and even postcards for a personal touch. Just remember to avoid overdoing it. If you send out too many reminders, your messages may look like spam and your customers will not be happy.
Offer Incentives to Customers
Another thing to remember is that consumers are often not willing to exert extra effort unless they get something out of it. Why should someone complete a survey that will help your company? Instead of just sending a survey, try offering incentives to boost your response rates. Most customers are not picky and are happy to complete a short survey for something in return. To encourage customers to complete a feedback form, you could easily offer a coupon code, a free sticker, or even a free product or service upgrade.
Pro-tip: If you run a restaurant, try printing the website link to your survey on the receipt. Attach the receipt’s serial number to your survey form and offer a freebie (e.g. meal upgrade or free side order) the next time the customer visits your outlet!
The lesson here? Give the customer a reason to complete your survey and reward them for it. They are more likely to complete the survey immediately. Be sure to check out this infographic on how to make Customers Loyal for Life.
3 Softwares That Will Ignite Your Customer Response Ratings
There are plenty of great software that can help you collect feedback from your customers. A lot of businesses rely on CustomerSure. This software is designed to help your company measure and improve your customer’s satisfaction by utilizing actionable data. It lets you send out automated surveys that attract a high response rate. Once feedback has been collected, you can analyze individual comments and compare aggregated scores.
CustomerSure can help you improve your team’s efficiency and increase customer satisfaction and retention.
Maintaining updated employee files can be time consuming, which is why many employers turn to employee performance software. Quality Driven software is built from the ground up to help you manage each employee file efficiently, with the ability to make alterations and input data in a matter of minutes. You can also share access with supervisors and department managers, so they too can document specific details about the employees whom they work with regularly.
In addition, Quality Driven Software offers realtime survey results and customer feedback tracking. The software’s user-friendly interface and high feedback response rate makes it a must-have for owners who need to gauge their customers’ current satisfaction levels. QDS is a great solution if you have a hard time making sense of your collected data.
Mycustomerfeedback is a unique product from Equiniti that allows employers to track customer responses and develop new workflow processes that follows each negative feedback. The interface is straightforward and simple to use. Any business owner can get started on tracking customer feedback and improving customer service.
Mycustomerfeedback lets you create a variety of feedback forms in various formats, including audio, email and image. It also offers automated case handling. This software’s workflow processing lets you enhance your team’s productivity immediately. In addition, the tool works with various plugins to make it customizable for specific industries.
Using customer feedback to improve your service standards is important if you want to grow your business. Nevertheless, attempting to elicit a response from your customers can be tricky and difficult. By using the right software for your business, offering incentives and sending frequent reminders, you can increase your customer satisfaction feedback response rate. In doing so, you can optimize your business and your employees’ performance for greater success.