Regardless of what business you run and which industry your business comes in, keeping customers significantly costs less than attracting new ones. For some reason, if customers lose their interest in a certain brand, then businesses repeatedly spend time and money on advertisements and other similar marketing tactics to attract new customers. But instead of spending more time and resources in acquiring new customers, if businesses put at least one-fourth of that effort into knowing how their products and services are impacting their customers and what customers think of their products and services, businesses can see a drastic change in customer retention and customer loyalty.
But how do you know your customers’ thoughts on your products and services? There is no other way better than customer satisfaction surveys.
Here are our top reasons why customer satisfaction surveys are important, yes even in 2021.
1. Lets you enhance your existing strategies
No matter how hard you think or how long you spend on it, sometimes you feel like there’s no room for improvement and this is the best that this product or service can do or offer its customers unless someone with a fresh set of eyes looks at it and tell you instantly what needs to be improved. Customer satisfaction surveys ask a variety of questions including customer service, employee knowledge, etc. Inquiring about a recent return can tell you that your customer is happy with the return policy. And this will ensure that they will buy from you again. You can ask your customers how they heard about you to know how your marketing strategies are working.
2. Know where to improve
Let’s say, a customer recently has returned your product due to some reason. Now, you can ask them the reason why they sent the product back. If it’s the product’s efficiency or some fault, you can certainly work on it to minimize such returns in the future. Ask your customer about your prices compared to your peers. If your customers say that your company is charging more than your competitors, then it is certainly worth considering the price factor. In the process of becoming competitive, you don’t want to lose your valuable customers.
3. Get inspiration for new ideas
Get valuable and actionable insights from your customers for their future needs. Prepare a list of relatable products and services that you want to or can provide and ask your customers via a survey what products they are expecting or desiring that your company makes and customer experience. In addition, you could keep an open-ended question to let write-in comments from your customers to include any kind of product or service that they think is important for them.
4. Get product or service-related data
For you, there might not be a product like yours in the market. But the same can’t be said for your customers. You may not know your customers’ dissatisfaction with your products or services until they return your products or write reviews about your services. A section of your customer service survey should be dedicated to cover this particular area. In addition to asking about the quality and durability (In case it’s a product), make sure to ask how you can improve to serve them better in the future.
If your customers are satisfied with your products and services, revenue will keep moving in an upward trajectory and ultimately targets will be met. A satisfied customer is an asset to any business.