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How can you reduce the cost of customer feedback surveys through aftersales initiatives?

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Customer feedback surveys are a valuable tool to measure customer satisfaction, loyalty, and retention. However, they can also be costly, time-consuming, and prone to low response rates. How can you reduce the cost of customer feedback surveys through aftersales initiatives? In this article, we will explore some strategies to leverage your aftersales service and support to collect more and better feedback from your customers.

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Rohit Batra ??

???????? 3x Linkedin Top Voice l VP Service Business | Premium Leadership | Oxford l EV Charging???????

1 Use aftersales channels to invite feedback

One of the easiest ways to reduce the cost of customer feedback surveys is to use your existing aftersales channels to invite feedback from your customers. For example, you can send a short survey link via email, SMS, or chat after a service call, a warranty claim, or a product delivery. You can also use your social media, website, or app to encourage customers to share their opinions and ratings. By using these channels, you can reach more customers, increase the response rate, and reduce the need for expensive and intrusive phone calls or mail surveys.

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2 Segment your customers based on aftersales interactions

Another way to reduce the cost of customer feedback surveys is to segment your customers based on their aftersales interactions. For example, you can identify customers who have had positive or negative experiences, who have used your service frequently or rarely, or who have shown interest or dissatisfaction with your products. By segmenting your customers, you can tailor your survey questions, timing, and incentives to suit their needs and preferences. You can also prioritize the most important or profitable segments and avoid wasting resources on irrelevant or unresponsive customers.

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3 Integrate your aftersales and feedback systems

A third way to reduce the cost of customer feedback surveys is to integrate your aftersales and feedback systems. For example, you can use a CRM (customer relationship management) software to store and analyze your customer data, including their aftersales history, feedback responses, and loyalty indicators. You can also use a survey software that can automate the feedback collection, distribution, and reporting process. By integrating your systems, you can streamline your workflow, reduce human errors, and gain more insights from your customer feedback.

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Rohit Batra ??

???????? 3x Linkedin Top Voice l VP Service Business | Premium Leadership | Oxford l EV Charging???????
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Best way is to automate feedback process, as soon as service is availed, automatic standard questionnaire send to customer for specific input connected via CRM, answers are collected in system. This process save time and help company to analyse the feedback analytically.

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4 Reward your customers for their feedback

A fourth way to reduce the cost of customer feedback surveys is to reward your customers for their feedback. For example, you can offer discounts, coupons, freebies, loyalty points, or referrals to customers who complete your surveys. You can also use gamification, personalization, or social proof to make your surveys more engaging and fun. By rewarding your customers, you can increase the value proposition of your surveys, motivate your customers to participate, and improve your customer retention and advocacy.

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Rohit Batra ??

???????? 3x Linkedin Top Voice l VP Service Business | Premium Leadership | Oxford l EV Charging???????
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Best reward is to provide timely support to customer when they are in need. For example, last time I bring my car to BMW workshop in Offenbach Frankfurt for TUV Inspektion as per agreed schedule, 15 min later I gave my car to workshop, I have been contacted by their agent that TUV service is available on specific day, not available today... I asked them Alternative, no solution... In fact I insisted for next day appointment, guy said next appoitnement available after 2 weeks due to prior booking... after that incidence, I never went to that workshop, why should one even spend time to give detail feedback for such unprofessionell service.

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5 Act on your customer feedback

A fifth way to reduce the cost of customer feedback surveys is to act on your customer feedback. For example, you can use your feedback to identify and resolve customer issues, improve your products and services, and enhance your customer experience. You can also use your feedback to communicate with your customers, thank them for their input, and inform them about the changes you have made based on their suggestions. By acting on your feedback, you can demonstrate your commitment to customer satisfaction, build trust and loyalty, and generate more positive word-of-mouth.

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Rohit Batra ??

???????? 3x Linkedin Top Voice l VP Service Business | Premium Leadership | Oxford l EV Charging???????
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That's the area where many business suffer, feedback is collected but no action. Important is specific, objective and propose driven question to be asked during feedback session so that improvement measures can be taken...example if customer supported is provided, feedback can be asked w.r.t process or personnel or SLA... feedback questionnare must be propose driven.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you reduce the cost of customer feedback surveys through aftersales initiatives?

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2

3

4

5

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1 Use aftersales channels to invite feedback

2 Segment your customers based on aftersales interactions

3 Integrate your aftersales and feedback systems

4 Reward your customers for their feedback

5 Act on your customer feedback

6 Here’s what else to consider

Aftersales

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How can you reduce the cost of customer feedback surveys through aftersales initiatives?

1

2

3

4

5

6

1 Use aftersales channels to invite feedback

2 Segment your customers based on aftersales interactions

3 Integrate your aftersales and feedback systems

4 Reward your customers for their feedback

5 Act on your customer feedback

6 Here’s what else to consider

Aftersales

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