Surveys & Feedback

Surveys are very much part of the Customer Service Review that you periodically complete, although ideally you should look to encourage feedback on a more regular basis.  There is no better source of ideas for business growth than your customers – they are the ones who will tell you what you are doing right, and just as importantly, where you could improve.  Ask specific questions in your surveys to garner useful feedback.  Generic questions just lead to generic, unhelpful answers.  Keep the surveys short and focussed.  If, for example, you are considering an eCommerce system to develop your business, do your research before investing and ask your customers whether they would find this helpful.  Your customers (along with your employees) are one of the best assets your business has – ensure you obtain full value from them.