This FAQ is for The Complete Small Business Customer Feedback Kit.
How is it Priced?
You purchase the Kit for a once off price. No on-going fees required.
With your purchase you get access to the pre-built templates that you copy to your own Google account for ongoing use.
You will also receive access to the Members Only Portal containing how-to content (videos and step by step instructions) and forums where you can ask questions and get answers to your customer feedback questions.
What Does it Cost?
Why Not Just Use SurveyMonkey?
Of course you can use SurveyMonkey, or any one of the other low cost and free survey tools. The trouble is that they each come with some limitations.
For instance the free version of SurveyMonkey is limited in the number of questions you can ask in your survey and what you can do.
Alternatively you could set up your own free Google Forms questionnaire. The problem then is that you still have to learn how to use it, write the questions, load them into the system, build the charts, create the reports, etc.
With the Kit you’ll have all of that done for you. It saves you hours of time and gives you a professional quality set of survey questions plus all the analysis and support information you need in minutes.
Where Will I Get the Time to Run the Surveys?
Sending the surveys is quick and easy. There are lots of ways you can automate the process and start collecting real customer feedback. For example:
- Put a link on your invoices.
- Put a link in your automated delivery email
- Send a simple invite to clients at the end of a project (we even give you the email template to use)
- Put the link to the survey in the signature of your emails
It doesn’t have to be hard and with a little thought you can easily collect feedback if you already have the questions written and analysis programmed.
How Can You Know What Questions to Ask?
After 10 years of 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 are focused by industry. If you don’t see an industry that is related to you, let us know and we will create a survey for you.
What are the Questions?
We have developed a set of questions that is relevant to your specific industry. Typically there are 8-10 questions per survey. The number of questions is targeted to be enough to gather valuable feedback without tiring out the clients. It is a delicate balance.
The questions includes outcome questions (The Net Promoter Score) and attribute questions relevant to you business that we know will be important to your customers. For example:
- How easy to understand was the documentation provided to you?
- How responsive were we to your needs?
- How much do you trust our staff?
If you want to add more questions, or delete some you can, but you should be able to use the survey without having to make any question changes.
Can I Customize the Survey You Provide?
Yes – you can add new questions and even delete questions from the survey. Note that if you add new questions they will not be automatically added to the Customer Feedback Report, although you can easily add new charts if you desire.
If you delete questions it will not affect the charts in the report but, of course, new responses will not be collected and the data will not update.
What Happens After I Order?
After you order you will be sent the login details for our Member Portal, a members only site where you can ask questions and receive advice on all things customer feedback.
You will also be sent a link for your industry survey along with instructions on how to access and copy the survey for your own use.
What are the Delivery Methods for My Survey?
Most often surveys are delivered via email because it is simple, low cost and easy for the recipient. You can also post a link to your survey on social media site. Also, you can use the survey form to collect responses but have someone call the respondent and conduct the survey over the phone.
Lastly, you can print and send your survey via the post or leave hard copies in a prominent place in your business. This means that you will have to have someone enter the information manually.
What is the Member Portal?
Running a survey is pretty straightforward, when you have the right information. The Member Portal is where we show you the right information!
Included with your purchase is 12 months access to the member portal. It includes a range of how-to videos, articles on the best subject lines to use, templates for email invite text, etc. It is the short cuts that you need to create a best practice customer feedback survey quickly and easily, without having to spend hours researching and fine tuning your survey.
If you do have a question that is not answered in the information already there just ask in the Member Forums and a customer feedback expert will help you get the best out of your survey.
Do You Have a Question?
If you have another question about this service. Please just ask below or email us at: firstname.lastname@example.org