How to get great response rates to your customer satisfaction surveys?

In times like these, the importance of constantly measuring customer satisfaction has never been greater.

Right now your customers, just like you, are placing every expenditure under the microscope. If a dollar can be saved, or a payment postponed, you can be sure they are considering it very seriously. Everybody is questioning the fundamentals of their business models and even the most enduring relationships are being revised. When money is short, you can be sure that cashflow is the highest priority.

But if your customers don’t answer your surveys, all the effort and expense of measuring goes straight into the trash can. For a satisfaction measurement system to be successful it must achieve adequate rates of responses. The following five points are critical to make this happen:

Make the survey fast. Face it. Do you like to fill out surveys? Your customers don’t want to spend fifteen minutes filling out pages of boring questions. If your time is valuable to you, then you must also understand that it’s costly for your customers as well. My recommendation is that the survey take under two minutes to complete.

Ask your customers to participate. You can design the best survey in the world, but if you think distributing them to your offices and waiting for responses is going to work, you’re in for a sad surprise. Make sure your entire organization appreciates the importance of the initiative and actively encourages customers to contribute their opinions.

Integrate Measurement into your business processes. Measuring customer satisfaction can’t be something you do as an afterthought once every six months. You need to integrate it into your day to day contacts with your customers. That way you’ll have constant feedback and high response rates.

Don’t hoard the results. The important conclusions and insights that you learn from your measurement system can and should be shared with your customers. That doesn’t mean you need to publish the nitty gritty details, but rather the major initiatives that you’ll be working on. This is a very effective way of letting your customers know you truly value their opinions.

Prove to them that your serious about satisfaction. If you limit your measurement efforts to a wrinkled photocopied printout which hasn’t been changed in six years, you’re sending a very negative message to your customers. Implement a modern technologically advanced system and you’re sending another message altogether.

These steps can be implemented, quickly and at little cost, using a new system called Gustometria. By touching the screen of the “gustometer” with their fingers, customers answer a short survey. Usually it takes them about a minute and a half to finish, and once they’re finished the results are automatically collected and processed by the Gustometria servers.

Thanks to the built in business intelligence tools included in Gustometria, you are able to contrast all of your valuation questions quickly and easily with your custom profile questions. You can adapt and change the surveys on the fly, and thanks to the variable structure of each survey, you can measure hundreds of details about your company without having to ask any one customer more than a few questions.

This simple and affordable solution can be up and running in less than a week, and will provide you with valuable information that you couldn’t acquire any other way.

Don’t hesitate to call Gustometria toll free at 1-877-448-7865.

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