Having owned and run a boutique consulting business for more than 10 years I know that we small businesses need to do all the things that big businesses need to do, just with fewer people. The result is that there is never enough time to do everything; even the things we know should be done.
Top of the action list is always: Finding and keeping new customers. So, along with marketing, continually improving the business to align with what customers really want is critical. That means collecting customer feedback and acting on it.
The problem is how to do that effectively with limited time and budget?
In my case, I’m lucky because a large part of my business is customer feedback consulting. That means writing surveys; collecting feedback, analyzing data and acting on the feedback are second nature.
Not everyone is so lucky. That changes now!
You Don’t Have Time to Become an Expert in Yet Another Skill
Customer feedback is important but, like many other small businesses, you don’t have the time to learn how to do it well, or at all. You’re flat out just keeping up with customer demands.
But what if you could get a professionally developed survey, for your industry, with analysis charts, preloaded and ready to go? That would make things a lot easier.
Enter The Complete Small Business Customer Feedback Kit. It gives you a best practice, industry specific, pre-loaded, customer survey, analysis spread sheet and action planning tools in one easy step.
You just need to change the company name in the template, add the provided link to an email and hit send. Everything else happens automatically.
Why wouldn’t you just use SurveyMonkey. It’s Free for goodness sake.
Let’s leave aside that the only version of SurveyMonkey that’s free has a limit of 100 responses. Do you want want to gather more than 100 responses? Of course you do.
The real reason you don’t want to use SurveyMonkey or the other “free” survey tools, is for just that reason. They are tools not solutions.
You need a Feedback Solution not another tool
SurveyMonkey is a general purpose survey tool that can be used to run almost any kind of survey. But first you have to know how to use and configure it.
If you decide to use SurveyMonkey for customer feedback here are the steps you must take:
- Decide what questions you need to ask. (Do you know what you need to ask?)
- Write the questions, select the correct question types and response scales (How should you word them and should it be 1 to 5 or o to 4?).
- Learn how to use SurveyMonkey. (Excellent another tool to learn!)
- Load the questions into SurveyMonkey (Which screen do you use to add a question?)
- Send the invites
- Download the data (Do you want CSV or SPSS data format?)
- Create some charts and do the analysis. (What are the right charts? How should you analyze customer feedback data anyway?)
- Go back and change the questions that customers didn’t really understand. (Fine tuning shouldn’t take more than 4 or 5 revisions of the survey and report.)
- Review the data for changes you need to make in your business
On the other hand here are the steps with the Complete Small Business Customer Feedback Kit;
- Download your industry specific, fully configured survey and analysis report
- Send invites
- Review the data for changes you need to make in your business
That’s it. Everything else is done for you.
SurveyMonkey may be free in terms of dollars (well if you only have 100 responses) but it’s very expensive in terms of time. Would you like to save time?
5 Minutes from Purchase to Sending Your First Professional Quality Survey
From the time you download the kit to sending your first survey invite should be under 5 minutes. When the responses come in they will auto-populate into the analysis charts ready to be actioned. Easy.
This Kit gets you up and running with a best practice survey and analysis process in just a few minutes. It allows you to focus on how to use the feedback to improve your business to increase customer retention and drive customer referrals.
Here’s How We Get You the Right Questions For Your Business
After 10 years designing and analyzing customer feedback for a range of customers and industries, we have a very good insight into what is important to customers in different industries.
The surveys in this kit are focused by industry, so just pick your industry and you know it will be right.
Your Complete Small Business Customer Feedback Kit Includes…
1. Professionally Designed Survey Questions for your Industry
We have created a range of best practice, industry specific surveys. Just pick the one for your industry and you’re ready to go.
The questions are worded properly; the order, number of questions and response scales all use industry best practices. This survey would cost you hundreds or even thousands of dollars if you had a consultant design it for you.
The survey also include the well respected Net Promoter Score® question and the analytics calculate your live Net Promoter Score.
2. Preloaded into On-Line Survey Tool
Google Forms is a sophisticated survey tool that is also free to use. So the price/functionality mix is perfect.
We have preloaded your industry specific survey questions into Google Forms. So you don’t even need to learn how to do that.
3. Reports with Analysis Built In
The best part is that we have built great charts and other features into the Google Form and automatically linked them to your survey results.
No need to export data out of the web survey tool and copy it into your spreadsheet. Plus you have a set of best practice analysis charts to track your progress.
Learning a new piece of software is gone, hours of spreadsheet jockeying are gone, the hassle is gone.
4. Templates for Subject Lines and Invite Emails
We have sent thousands of survey invites and we know how to get the best response rates using the invite wording and subject line.
Included in The Kit is an email template and recommendations for the subject line of the email. Just copy them into your own email and hit send. You can send individual emails or use your CRM, e-commerce or newsletter system.
You can also use QR codes (great for restaurants and retailers) and links on your web pages for online retailers. There are simple, specific instructions on how to do all of this in The Kit.
5. Tools and Training to Act on the Data
When the feedback starts rolling in you need a plan to use it. There are some simple ways of analyzing the data to significantly improve the actions you can take.
Included in The Kit is a training video and template to help you use the 5 Why’s Process: A simple to use but very effective approach to uncovering the root cause of customer problems.
This technique is used by big businesses to drive change but has been adapted here for small business users.
Need more help to drive action in your business just ask in the Members Only Customer Feedback forums. Your questions are answered by experienced customer feedback professionals.
You Will Receive
When you purchase the Kit it includes all of this:
- Your industry specific survey
- Loaded onto the Google survey platform
- Pre-built with analysis charts
- Your own copy of the questions and the Google Survey configuration.
- Best practice email invite templates and subject line suggestions
- Support forums staffed by customer feedback specialists to answer all of your questions about the kit or customer feedback in general
- Training and support tools to help you make use of the customer feedback.
To do this yourself would take hours or cost thousands
Let’s compare the cost in time and money of your three main options for establishing your customer survey.
|Do it yourself||Hire a Professional||RunOurSurvey|
|Total||9 hour and 30 mins||5 hours 15 min and $2,050||15mins and $99|
|Find and hire a supplier||0 hours||4 hours||0 hours, $99|
|Brief supplier on your business||0 hours||1 hour||0 hours, $0|
|Decide what to ask||1hour||$250||0 hours, $0|
|Write the questions||1hour||$250||0 hours, $0|
|Create account and learn how to use on-line survey tool||1 hour||n/a||0 hours, $0|
|Load questions into survey tool, spell check, test how it looks||1 hour||$250||0 hours, $0|
|Send invite||15mins||$50 and 15mins to provide data||15mins|
|Download data||15mins||n/a||0 hours, $0|
|Create analysis charts and reports||4 hours||$1000||0 hours, $0|
|Refine and reword questions||1 hour||$250||0 hours, $0|
So how much per month does it cost: nothing!
Nothing. That’s right there are no on-going monthly fees or per survey invite costs.
The price you see is the one-off cost to buy and use the customer feedback kit for your business.
If It Doesn’t Work For You We’ll Give You Your Money Back
90 day No Questions Asked Guarantee.
If you’re not 100% happy with your Kit just ask and we’ll refund 100% of of your payment for up to 90days after your purchase.
Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld