10 Feb What aspects should you cover in the survey?
Pure Surveys’ dedicated team of researchers has the express aim to improve your businesses understanding of its level of customer satisfaction. Understanding customer satisfaction is vital for your business. The relationship between the customer and business rests on a thin line. Customers will move away from your business should they find something they do not like. This aspect of your business research is one that should not be taken lightly and should be run regularly by Pure Survey.
When researching your customer’s satisfaction we consider the following:
- What do they expect and what is their initial perception?
- Will they recommend your business to friends, family and business colleagues?
- What is their initial experience and what is their ideal experience?
- What is the overall satisfaction?
- Will they return?
It is vital to all businesses to measure their customer’s satisfaction levels.
What do they expect and what is the initial perception? By asking the question: is the business living up to their expectations? Pure Survey can then help your business understand whether it is living up to your client’s expectations or not. First impressions are lasting impressions. This is the same for any business. The first impressions of your clients are vital to the well being of your business.
Will they recommend your business to friends, family and business colleagues?
By asking this question Pure Survey will help your business understand whether your clients are happy with how they are being looked after. If they are willing to recommend your business then they are saying that they are willing to risk their own reputations for your business.
What is their initial experience and what is their ideal experience?
Asking this question gives your business its customer’s ideal service experience. All customers have their own views on how they should be looked after in your business. Gathering these responses and reaching a happy medium is a difficult but important task.
What is the overall satisfaction?
Asking this question will measure how satisfied your customers are regarding your business and your dealings with them . This type of question is best being open-ended where the customer has a chance to describe their satisfaction and suggest ways how the business can be improved.
Will they return?
A returning customer is a happy one. If your customers cannot answer with an emphatic YES that they will return to your business then there is a problem concerning your customer / business relationship.
These are just a few basic questions to ask and analyze in your customer satisfaction survey. It is important to hire a third party business such as Pure Survey to conduct the survey and to help your business understand how to repair and improve any issues that arise.
It is very important in dealing with your customer satisfaction survey to explore all avenues that surround your customers interaction with your business. What are their first impressions? How is the service? Will your customers return? These are a few of the thoughts that the Pure Survey design team will consider while creating your customer satisfaction survey. We look forward to assisting your business in its customer satisfaction survey! Contact us on (CPT) 021 788 6856 or (JHB) 010 005 2031 for more information.