If your income has stagnated and finding new clients is getting harder and harder, then maybe you need to look at your level and quality of service.
By attending to your service levels and improving them where possible, you may encourage more repeat purchase than before and so increase income.
It’s not difficult to do and you only need to do it occasionally.
An important point to note is that Satisfaction Surveys should normally be carried out by an impartial party so that the interviewee can feel comfortable giving straight and honest answers to the questions.
At the beginning of the ‘phone call this should be pointed out along with the point that all answers will remain anonymous.
However, having said that, there is no reason why you can’t do it yourself so long as you do remain unemotional, impartial and guarantee anonymity.
Based on our knowledge from conducting surveys since 1997 here are a few ideas of the questions you could ask.
No more than half a dozen questions should be asked and these will identify issues which you can then eradicate to improve your service levels.
Questions like these can be tailored to suit each individual business:
- Was your appointment on time?
- Were you greeted and treated in a friendly and professional manner?
- Were you satisfied with the overall outcome?
- Was there anything that you didn’t like during the appointment?
- Is there some way we could improve our service?
- Would you recommend us to a friend or colleague?
If a client has service concerns these questions should flush them out.
Major issues will show up as a cluster of similar answers and you will be able to take the necessary steps to eradicate them.
The net result is that you will improve your level of service, have happy clients and so win more repeat business.
A marketing bonus is that after the remedial work has been concluded you will be able to contact your clients either by mail or email to tell them about your improved service levels and invite them to see for themselves – another selling opportunity!
We would recommend calling a minimum of 100 clients per month, so that you can have sufficient depth of data to be able to identify a clear pattern of results across the board, as well as at each location.
If you like the idea of Satisfaction Surveys but haven’t the time or resource to do it yourself, we could help.
We can help you design the questions and then make the calls for you and compile and cluster the answers.
So how much does it cost?
To brief and set-up the survey over the ‘phone £29
(based upon the questions listed here)
Calling and talking to up to 100 clients £290
Compiling the answers and writing the report £29
Total cost £348
This kind of exercise can be run monthly to keep costs to a minimum or it can be run in one go, it’s up to you, your budget and what you want to achieve and in what time scale.
So, if you would like to talk this through please call us on 0808-172-1900 or drop me a line at firstname.lastname@example.org.
BHT – always happy to help