Surveys

i again agree with romes, which is the point i was trying to make in a sence, its good and the incentive is the fact that they will improve the service they are getting from said company. the occasionaly prize, speical offer etc isent totaly out of the question but it can be a case of "do this, get this" every time somone answers a questionare/survey.
 
Yes, and the answers might be fake. Offer an incentive each time and you will set the precedent from there on that each time you ask your clients for something there is an incentive to back it up. Incentives are great, but should not be used each and every time.
 
My take on incentives is that you don't need them.

I was just reading an article on managing power consumption in data centers and came upon this saying that also applies to surveys and many other facets of operating any business - "you can't manage what you can't measure."
 
To add...
IMO those who want to & take the time to give feedback are going to do much more for you than those just doing it for a perk.
 
It adds the perception of value in their minds. It involves them in the process, solidifying them as business partners - and not just customers.
 
Great thread.

The surveys are helpful in many regards to get a feel for exactly what your customers think of you. Much like sending out a holiday card at the end of the year, or sending out an anivarsary card at their 1 year anivarsary etc.

We send out a brief survey 30 days after signup, then 90 and 180. We then send out a survey very 6 months and the response is very good. While not all positive, that's exactly what we need. We encourage our users to write any feelings directly to us, or put it on the survey so management can deal with the issues. We have a very large customer base that have been with us for 5 years or more.

Customer service is one of the main things that separates hosting companies. Knowing what your customer thinks of you, and how to improve and continue relationships with them is vital to the survival of any business.
 
Exactly Handsonhosting. I send out an survey once every two months to get a feel of where my company is at with service and support. About 80% of my clients respond so it is a good number, but I am hoping to increase that to 100%. :)
 
I've just started a business and I have to say, this thread was very informative.
Does anyone have any suggestions about specific software to use to send out and collect the results of the survey ?

I hope I am not hijacking the thread with this question - I am new to these forums and am not quite sure of all the rules.
If I'm breaking any rules, moderators can please delete my post.
 
Use Surveys after Live Chats and Ticket Closes

Using surveys after Live Chats and upon ticket resolution is a great idea. You get instant feedback that is directly tied to a specific service/action of your company. It is not gunked up with "general" satisfaction and therefore provide actionable intelligence.

If the customer is dis-satisfied you get to mediate and correct immediately. If the customer is happy, the act of completing the source re-enforces that in the customers mind.

Plus, when agents know that surveys are enable, just the fact of the surveys being in place subconsciously helps them improve their professionalism and performance. It really does work.

For example: We have surveys running after all Live Chats into our Sales department. I have Event Alerts so that if a bad survey is completed I receive an immediate notice via email and TEXT to my BlackBerry. The agent feedback is immediate and performance is improved.

It really is a powerful tool.

Be well,
Jeffrey J. Hardy

<<MOD NOTE: 4.3 Signatures must be setup in your profile and not manually added to your messages.>>
 
This is actually a good idea to help improve your service while letting your customer know you are interested in their opinion of your service and showing you are looking to improve and deliver an even higher level of service.
 
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