Customer Experience - Feedback Surveys

Patrick Kennedy, Ytel |  

Are you looking for a better way to gain insight into your customer experience with your product/ service, or discover the way they interact with your team? The  most effective way to improve customer experience is to ask your customers themselves. Read on for a few tips and tricks on delving into customer experience and how to make it a positive learning environment for your team.

Improve Customer Experience through Feedback Surveys

 

Are you looking for a better way to gain insight into your customer experience with your product/ service, or discover the way they interact with your team? The  most effective way to improve customer experience is to ask your customers themselves. Read on for a few tips and tricks on delving into customer experience and how to make it a positive learning environment for your team.

Improve Customer Experience through Feedback Surveys

The survey questions we find most useful are the ones where customers can rate their experience on a scale of 1-10. They are able to provide an explanation for why they chose the number they did, and how they think improvements would be beneficial in this particular area. This feedback is so valuable to us because we take their experience, analyze it, and rework it in a way that we think will be more seamless for customers.

get the most out of customer surveys:

  • Ask questions that center around your customer support team, products/ services, communication, day to day use 
  • Ask what the customer would do differently if it were up to them
  • Keep the questions concise and easy to understand

Survey To-Do's

  • Thank them for taking the time to complete the survey.
  • Give them opportunity to explain where there are growing pains, or where your team can improve their experience.
  • Don't get discouraged if they rate  poorly on something you feel you're great at. This simply means you have a new challenge to tackle, and it's not a blow at you personally, or your abilities.

Sample Questions:

  • On a scale of 1-10, how likely are you to recommend *business or product* to a friend or colleague?
  • How can we improve upon your experience as a customer?
  • How often do you contact Support? Are your interactions with Support positive?
  • What has been your greatest success while doing business with us?

Keep in mind that you won't always get great responses; it's impossible to please everyone! The best thing you can do with customer feedback is take it, learn from it, implement changes where your business sees fit, and move forward. 

Surveys are one of many ways to gain valuable insight into your customers' experience. Click here for tips on different ways to prioritize customer experience through small but impactful changes. 

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About The Author

Patrick Kennedy, Ytel

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Patrick thrives around customer service challenges and faces them head on with his team. His unique goal is to optimize the customer support team at Ytel through and through, because happy customers are what keeps us thriving in business.


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