Unlocking The Value of Your Customer Satisfaction Surveys
In today’s business environment companies cannot afford to lose a single profitable customer. By effectively leveraging results from a customer satisfaction survey an organization can respond to their customer’s needs in ways that increase revenue as well as improve customer and employee, satisfaction and loyalty.
Many companies perform customer satisfaction surveys, but don’t receive full value from their investments to administer the program. Too often survey results are used simply for monthly reporting on “how we did last month”.
A few years ago, I had the pleasure of being placed in charge of a fast-paced and dynamic customer care organization. After several weeks in my new role, I was in my office enjoying the challenges of my new position when one of my team-members dropped off a stack of “thank you” letters for me to sign.
These letters would be sent to customers that had taken our most recent survey. The letters stressed to the customer how much we appreciated the time they invested in taking the survey, and our commitment to using the information to improve the service we deliver to them.
