Customer Surveys Gone Bad

Customer Surveys Gone Bad

Asking customers for feedback is a great way to get them more engaged and find opportunities to improve any business. Unfortunately, as with anything good, if not used appropriately they can cause more grief than benefit. Here are a few holes not to step in:

1) Don't ask just because you can. There is nothing worse than a long customer service survey--so long that by the time you finish it you can't remember what the original shopping experience was like. Is anyone really using that data? Make it as short as you possibly can and then cut it in half. Your customers will thank you and you'll stay focused on what is really important. Want more detail? Contact a few of those that answered your short survey and ask them if they'd be willing to spend some more time on additional questions.

2) Pay attention to the details. Nothing destroys credibility faster than a stupid question. If you limit yourself to only a few questions all the stupid ones will go away. Here is an example from the September 2006 Readers Digest:

Maybe I was overreacting, but I couldn't help worrying about the quality of care at the local hospital. On a form titled "Some Questions for Our Pregnant Patients," the very first item was: "1. Gender? (check one) M_ F_." Jenniey Tallman, Tyro, Virginia

3) Numbers are good, comments are better. Numbers, if used appropriately, can give you a good feeling for trends and direction over time, but they are no match for free-form comments from your customers. Numbers can be manipulated and misinterpreted but actual comments like the following paint a compelling picture that doesn't require interpretation.

...location has long lines all the time (out the door). They could do something to speed up the process. Sometimes we don't go there because we know it takes so long.

Don't throw the baby out with the bath water. Customer feedback is a great thing. Just be careful how you ask.

You work hard to make sure your customers are happy. Don't waste happy customers. How easy is it for your customers to share with their friends? Learn more

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