Generating feedback from your customers is essential for your business’s success. If you know what your customers think, you already know what to do (or change) to make them happy. And the easiest way to find out what they think is to collect their answers. Through satisfaction surveys, for example. A good first step. But if you want genuine insights, you have to go the extra mile. In this article, we tell you how.
Satisfaction Surveys for Customer Feedback
First of all, it is important to use a professional tool to create your survey. There are many survey platforms, but Naxai is definitely the most complete and professional.
Once you have the platform, you are half way there. Now you have to build your survey, which matches your needs and those of your customers. Both simple and complicated at the same time.
Here is a roadmap you can use to build your strategy and get feedback from your customers.
1. Analyse what you need to know
You can ask your customers all sorts of questions. Whether you’re asking them open-ended questions, or using an NPS ®, the magic starts with the analysis of the responses. Try to do this efficiently, maybe with the help of specific software. At Naxai, we’ve developed a practical and real-time dashboard to help you discover the great insights. This way, you don’t miss any important information and have everything you need to come to the right conclusions.
2. Create an action plan
It is by using feedback from your customers that you can see where you stand. Are you doing as well as you thought? Or not at all? Or maybe a little? Compared to what? This is where your goals come in. They allow you to see if there is a gap between what you want to achieve, your goals, and reality. And it is from this point that you can make adjustments if necessary.
To fill the gap between objectives and customers feedback, you need to implement your plan and put it in place. Your plan consists of concrete actions, with actual timings and goals. Do not economise on the number of actions. This plan should make your life easier. It should be so precise that you just have to do what you have written. So just do it. Of course, it’s not as simple as it looks. But the aim is to be able to move forward. And it’s with small steps every day that you can be sure of getting there. And to see a big difference at the end of the year!
4. Share Customer Feedback
Companies that are customer-centric are the most successful. But this means that every employee should put the customer first, not just a couple of people. In this philosophy, all employees of a company should be working in the same direction. Whether they work in accounting, sales or in the customer service department. Everyone is in the same boat. And therefore, each employee has to know how the customers feel about their company, its offer and its service. With this information, each individual can move the group forward in his or her own way. By sharing customer feedback, but also actions that need to be taken, you can really increase employee commitment to the company’s cause. For its success.
Once your surveys are set up and once you receive feedback, the work is not over. On one hand, concerning the possible adjustments to be made on the basis of the customers feedback. But also on the survey itself. Are you asking the right questions? Do you want to have a broader view on a specific subject? Or do you want a more precise view on a particular subject? Or are there questions that don’t really add value?
So you see, regularly evaluate how you get feedback. This is essential. It will help you to improve the quality of your surveys, while ensuring that you have the right insights. Double the benefit.
Now is the time to get started!
Would you like to know how to improve your surveys to maximise your results? Discover our platform and contact us! We would love to talk and help you get the most out of your surveys and your customers feedback!