7 Value-Based Reasons Why You Should Invest in Customer Surveys Now!
This post was inspired by another post on Zendesk - Are Customer Surveys Still Worth Using? That post did a great job explaining how to optimize customer surveys for effectiveness. This makes sense considering most businesses are doing customer surveys the wrong way.
So, as a follow-up to that question on the effectiveness of customer surveys, we’ve listed below seven (7) awesome reasons why setting up a well-designed customer survey program can benefit your business!
1. Boost customer satisfaction
Are your customers happy with your products, services, and capabilities?
Of course, there’s no way to know except when they give you the feedback you need. Why should you care about customer satisfaction insights? Well, because while 87% of customers will share good experiences with others, a much greater 95% of people will share poor customer experiences with others.
2. Improve customer experience
Surveys allow customers to express how they feel about their interactions with your brand. And in a business landscape that’s getting fiercer by the day, businesses can always leverage customer surveys as an effective way to improve their customer experience strategy as a brand differentiator.
3. Drive customer engagement
Want to always stay on top of the mind of your customers? Customer surveys can also help keep them engaged. Engaged customers feel like they are part of the brand - as it should be.
The idea that customers are valuable enough to make their opinions matter can also benefit brands positively. You, however, don’t want to overwhelm them with excessively long surveys that can be counterproductive.
4. Improve brand/customer loyalty
All of that investment in marketing and customer acquisition doesn’t make sense if you’re not invested in customer retention as well. And because it costs five times as much to attract a new customer than to retain a current one, you’ll find that using customer surveys to get feedback from your customers can go a long way into improving your services to make customers more loyal and faithful to your brand.
5. Product enhancement/service improvement
Business transformation is an ongoing process.
So, in today’s business environment where technology and consumers are both evolving at incredibly dynamic paces, it’s also important for businesses to integrate services that enhance their existing products and services. Customer surveys are a great way to go about this. Taking the conversation to the consumers themselves can be more insightful than any market research you might want to invest in to spot emerging trends.
6. Gather valuable data
Customer surveys can also help you uncover a treasure trove of personal, behavioral, and demographic consumer data that could prove very valuable for your marketing strategies.
The more you know about the basic people your business serves, the more it becomes easier to not only improve your products for better appeal but also to craft your marketing in a way that resonates with the target audience.
7. Benchmarking
Want to benchmark your business statistics and performances against the industry’s best? Or perhaps you’re trying to review these year after year to assess the effectiveness of policy changes and strategies, either way, customer surveys can prove very effective in not just tracking the performance of specific strategies or decisions but also uncovering deep insights about the business as well as its products, services, and customers.
Conclusion
Here at DSG Associates, we’re obsessed with setting up customer surveys -- because they work when done right. And not just obsessed; we also take pride in our capability to optimize these surveys for superior effectiveness.
If you’re keen on how this can help improve your service delivery and customer experience, we’ll be more than happy to discuss your options. Do contact us today to get started.