Why Doesn't Your Customer Survey Get Responses?
Debbie Hart
Expert Customer Experience Management Training ? Mystery Shopping & Business Assessments ? Event Services
How many times do you visit a business and get a survey in your email or as a text to complete? How often do you get a survey after you have spoken or used a chat box for a customer service problem? How often do you cancel a service or subscription and get a survey?
I am sure you can say often to most of these questions. Many times these surveys can be helpful to a company if the right questions are asked. Of course, the key is to get your customer to complete the survey and then for a business owner to review the information. If your survey is too long or asks questions that don't pertain to the service/product your customer used you can guarantee that it won't be completed. Recently I got a survey from DirecTV as I had canceled my service. In the email, it stated that the survey would take 20 minutes so do you think I completed it? As a mystery shopping business owner I understand that getting information from a customer's perspective is important however you have to value your customer's time.
领英推荐
Let me give you some ideas on how to get a response to your survey:
I can't say you are always going to get responses because it's going to depend on whether your customer has the time to complete or has pertinent information to share. Do I fill out all surveys I get "No" however if I think it will help a business I will try to find the time if it's not too long.
If you need some help putting a business survey together reach out to us at The Hart Experience, [email protected] 602.717.3271, https://www.thehartexperience.com
Expertise in the Business of Performance
2 年IMO most customer survey’s are a lazy way to manage the business. Rather than proactively engaging with your customers, encouraging your employees & empowering both to provide meaningful feedback these surveys are often times used as a replacement for real management & leadership.