Surveys

romes

romes

David
I am not sure if this is the right area but I wanted to ask everyone what they think on sending a survey to your clients once every two months or how ever long you wait. I send a survey once every two months to my clients to see where My company is at with support and our services.


I was just curious to as if anyone else thought of doing this and if so does it help you and your clients get along better and to make the bond between hostee and hoster better?
 
That's a great customer support tool. Do you do this via email or snail mail? And what are you finding for a response rate? And does it address both sales and service?
 
I send it out through whmcs and the response rate is good. about 75-80% of my clients respond to it.

The survey is short about 8 questions, but it seems to get a good response and some clients from time to time thank me for taking the extra step to make the service and support better.


Also, yes it does steve...It addresses both sales and service. I try to find what I can do to get more clients from their responses and ways to improve my service from their responses.
 
I think it is a great idea. The customers will problem see you more as trying to improve your company and helping them out in the process. I think I am going to do a survey this month and see what happens. :)
 
Here's a follow up question - do you thank those who responded? And offer insight to them related to their specific survey?
PS. Kudos to you on the survey!
 
Actually, yes I thank everyone who responds the surveys. Each thank you is not automated and it is written by me.
 
So long as it's not very often it's a great tool for improvements and shows your clients that you care what they think. I personally try to do it at 30 days, 6 months, and then every 12 months. Many won't take the time to complete it, but in some cases it can make sense to offer credit for completion to get better response.
 
I don't know about the credit part because they might not be honest and will rush through it. But if you told all your clients before the survey that you can win credit for completing the survey, it will make them answer more honestly in my opinion.
 
I do not offer an incentive and just hope some complete it. If a person takes the time to complete the survey than they can expect their service to only get better. If your the type of person who would blow it off and then complain that is something is not to your standards than well...It is your fualt. Those seeking to stay with and want to help you improve will complete the survey. If you offer an incentive in my mind just makes it seem as if your you need their opinion more than anything and also makes it seem that you will offer an incentive for anything you need from your clients.

Sure, I might offer an incentive depending on what I am asking of my clients, but when it comes to a survey I leave it up to the clients to do the right thing and help out.
 
romes said:
I do not offer an incentive and just hope some complete it. If a person takes the time to complete the survey than they can expect their service to only get better. If your the type of person who would blow it off and then complain that is something is not to your standards than well...It is your fualt. Those seeking to stay with and want to help you improve will complete the survey. If you offer an incentive in my mind just makes it seem as if your you need their opinion more than anything and also makes it seem that you will offer an incentive for anything you need from your clients.

Sure, I might offer an incentive depending on what I am asking of my clients, but when it comes to a survey I leave it up to the clients to do the right thing and help out.
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I understand what you're saying. 3 multiple choice questions I wouldn't.
 
Thanks Sirforek. Clients that want good service and wish to keep your their good service will complete the survey and help our the company their affiliated with.
 
Here is my opinion on surveys in general, short and sweet. ;) They are a great tool to strengthen any company as long as responses are received from customers. Otherwise, they're useless. Would I have an incentive for those that participate? That remains to be seen.
 
They are a great tool to strengthen any company as long as responses are received from customers. Otherwise, they're useless.
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There is a $14 million dollar copier dealership in Saint Louis that sends out surveys on 3x5 cards (postage paid) with techs on every service call. The returned cards are posted on the wall for everyone there to view. Plus, they direct mail surveys periodically and track the results. Every client who replies with any issues is called by a manager. Their response rate over many years has been fantastic.

If you do a survey and get no response, you're doing something wrong.
 
SteveBloemer said:
There is a $14 million dollar copier dealership in Saint Louis that sends out surveys on 3x5 cards (postage paid) with techs on every service call. The returned cards are posted on the wall for everyone there to view. Plus, they direct mail surveys periodically and track the results. Every client who replies with any issues is called by a manager. Their response rate over many years has been fantastic.

If you do a survey and get no response, you're doing something wrong.
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I would have to agree. If you're offering the customer what they want or you exceed their expectations, odds are that the will complete a survey for you. I have many clients that are willing to complete a survey simply because they have received great service.
 
Exactly! Your clients will respond to the surveys becuase they wish to see the service their getting get better. If none of your clients respond, that means your doing something wrong.
 
Surveys aren’t something I can hold my hand up and say we as a company have tried on a large scale; however we do send out emails to customers as we go through the various sites to just have a look at the different communities we are supporting and which ones we can anonymously help occasionally :)

Id agree as to not providing an incentive other than that of the company will take the comments onboard and improve where possible as I am as I know many of you are, against those hosts that ether pay for or “doctor” reviews which essentially is what it is, although not as underhanded (that is if they are publicly available?).

And those that spend say 5 to 20 minutes to fill out a survey or questionnaire are more likely to give you their real opinion and suggestion as long as it is taken onboard, as their only incentive is that you are working to resolve whatever issue that you can and that their opinion counts! As a lot of companies these days will close the door the moment a bad comment is fielded their way.
 
Are you saying that a reward for customer loyalty isn't necessary when they spend time out of their day to provide their feedback to help you better your company?
 
The customer helping the company get better with service and customer support is the reward. They will be getting far better service afterwards and the $ they spent will go a lot further. I do give incentives to my clients when I require something from them, but I feel having the client fill out a survey that in turn will make the service, customer support, and their dollar go further is just not needed.

I did award a few of my clients becuase their surveys was very detailed and gave us a lot of information that will help us improve.
 
Honestly, it doesn't have to be a million dollars. Could be something small and I think that if it gives the client more than just more for their money, the client will be like look they really are trying hard to make things better and they are willing to give me something in return. For me, time is money as the more time I spend doing something has a direct effect on income, which a lot of clients feel like this as well. When you actually are taking that into consideration and reimbursing them for their time, you would probably get an even more detailed response from them.
 
I never said you did not have too, I am just saying you should not do it all the time. If clients want better service they will complete the survey. Sometimes, an incentive is required to get the results your looking for, but it should not be something you have to do everytime.
 
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