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Making small business customer feedback easy

Small Businesses Need Customer Feedback Surveys Too

Crying_babyFor me every Monday is like a fresh beginning. I start out full of energy and a big list of things that needs to get done. But when rolling over my to-do list there is always a small number of items that just never seem to get completed because I’ve simply gotten caught up in the day to day.

As small businesses owners we are often so busy finding customers, getting orders, delivering services or products and collecting payments that we barely find time to stop and look around.

Maybe your customer feedback survey is one of those items that keeps getting rolled over; maybe you think it’s a luxury. Believe me it’s not.

Keeping more customers makes it easier to get orders and customer feedback helps you to keep customers.

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The 3 Important Differences: Qualitative vs. Quantitative Analysis

bigstock-Brawl-2670840It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to go through and analyze before Friday. You look at the forms; there are numbers, scales, and paragraphs upon paragraphs of commentary.

You pause for a moment and breathe. Where do you begin? What can you even do with all that information?

You want to get the best analysis possible – so the question is – Qualitative Analysis and Quantitative Analysis – which one is better? Which will provide the best results?

In reality there are no clear cut answers to your questions. Qualitative Analysis and Quantitative Analysis are both effective tools in their own right and it really depends on what you’re after.

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What is Statistical Analysis?

message-in-a-bottle-customer-loyaltyWhat is Statistical Analysis? It’s a simple question with a not so simple answer. So if you’ve ever been confused as to what is statistical analysis – not to worry, you’re not the only one.

Statistics is primarily concerned with:

  • Gathering information and data through various methods;
  • Interpreting the information given; and
  • Using the data to draw conclusions and anticipate present or future events.

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What is SurveyMonkey?

SurveySurveyMonkey is an online survey software that helps you to create and run professional online surveys. It is very powerful and a well known online application.

Why Would You Use It?

Surveys are important to collect feedback, opinions, criticism and suggestions from the general public and customers.

In the past surveys were normally printed and passed on to people to complete. With the introduction of online surveys collecting feedback became very easy as the manual element of the collation process was eliminated.

There are a number of competitors in the online survey space but SurveyMonkey is perhaps the best known and most widely used. SurveyMonkey is on par with the industry standards, but adds a lot of other features that makes collection and analysis of data extremely simple.

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You Really Don’t Know What Your Customers are Thinking

bigstock-Confused-Woman-Scratching-Her--44040691Just because you’re on the front lines of your small business talking to customers all day doesn’t mean you really know what they think. In fact, being so close to your customers can cause you to be a bit blinded to what they are really thinking.

Why? There are several good reasons:

They Don’t Think to Tell You

While customers might think occasionally to tell you when you are doing something well they will generally not give you any sort of customer feedback except for the occasional thanks or unprompted referral.

This is not helping your business to grow. In order to really understand how your customers are feeling and how you can improve you need to actively seek out their input in a format as clear and easy for them as possible. Just asking will be an excellent first step.

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1 Step to Embedding Google Form Surveys into Your Website

Google form surveys are a great way to collect customer feedback data. However, if you use them “straight out of the box” the link provided by Google gives you a stand-alone survey that doesn’t look very nice.

g-survey
What would be really nice would be to be able to drop the survey into your website and have it take on the same look and feel. It’s easier than you might think.

There are three different ways you can embed the form on your site. Progressing from simple but still looking like a Google form to more complex but fitting in completely with your website.

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4 Steps to Small Business B2B Customer Feedback Success

selected-tick-boxYou’re a smart business owner. You keep up to date on the latest trends. You really like the whole customer feedback idea and maybe you’ve heard about Net Promoter but you’re just too small for it to be useful, aren’t you?

Maybe you think that as a B2B company you don’t have enough customers to make the data collection useful.

Don’t be so sure. Customer feedback of all types and NPS in particular can be used effectively in businesses of all sizes, including small and medium B2B businesses.

Here are your 4 steps to customer feedback success for small or medium B2B organizations. [Read more…]