Improve your service by completing client surveys and research

Instructions

  1. Appoint an independent, third-party company to manage your client surveys.
    Clients will be more honest if they know they can provide feedback anonymously. Create a survey where customers can score you in different areas. Then you can publish your high scores in marketing materials.
  2. Conduct oral surveys rather than written surveys,
    Oral surveys show more accurately what the client being interviewed thinks/feels, and they have a better response rate than written surveys.
  3. Never ask, ‘What don’t you like about the company or service?
  4. Talk to individuals rather than focus groups.
    If you’re selling to individuals, talk to them directly.

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