Making small business customer feedback easy
Every business, and I mean every business, needs to collect and use customer feedback.
For a number of reasons small businesses mistakenly think they don’t need to run customer surveys. But when you do decide to get serious about really understanding what your customers think, which customer survey tool should you use?
Let’s look at the options and the secret gotcha they all have so you can make an informed decision. [Read more…]
Customer service is important for every business and I want to make sure that here at RunOurSurvey we’re delivering great service. But what is great customer service?
Having owned small business for 15 years I already had some of the answers but I wanted to find out what the experts knew; so I asked them.
I asked people who were either small business experts or customer service experts one simple question to really get to the heart of what they believe is important for small business customer service:
What’s your personal, number one, customer service must do?
The responses were great. Insightful of course, but also inspirational, challenging and actionable.
Take a look for yourself. [Read more…]
It’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.
What 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:
SurveyMonkey 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.
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.
Just 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:
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.
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.
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.
It’s been around since 2003 and it just keeps getting more traction. Net Promoter Score has been a revolution in the customer feedback industry and it is just as applicable to small business as it is to global corporates.
Like most revolutions some people support it and some are against it. In my experience however, it works well and you should use it. [Read more…]
You’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…]
