Customer surveys

If you can use 4 or 5 'Yes/No' questions, such as 'would you recommend us' or 'were you satisfied with the work completed' then a simple survey could work and you could send it out free with something like SurveyMonkey, but might not be so insightful for you.

It tends to mean fewer responses, but you could get quality comments if you ask people just to write a couple of sentences on what they think or how the work was - you could pop the quotes on your website or at the bottom of letters too.

We've tried both and often we don't get a response as people are so busy, but asking for a short quote gives us much more insight into what the customer thinks, as a number system is a lot more subject to opinion and experience of the customer. Some people wouldn't give top marks for anything other than perfect which could affect your results as Colin said.

If you can ask them to do it in person/standing in front of them you are much more likely to get a response - but you can't be pushy! :)

- Acacia Groundcare

Acacia Groundcare Equipment Rental 01273 494939 | www.acaciarental.com

Replies

Colin Hunt April 3, 2014 at 2:06pm

If you are talking about your existing customers, I'd steer clear. If a customer is happy, they will stay with you, pay on time and everyone is happy without actually saying so. So how do you do a survey? Marks 1-5 for various aspects? If I got a 4, which should be good, I'd think hang on Mrs Smith gave me a 5........and we get tea and biscuits! No, opening a can of worms I reckon!
Neil Petrie BSc Landscape Mgt April 3, 2014 at 2:42pm

Thinking about a customer survey is great because it shows that you want to continue to improve.
On the other hand, though, I agree with Colin!
PRO Supplier

Acacia Groundcare Hire April 4, 2014 at 10:00am

If you can use 4 or 5 'Yes/No' questions, such as 'would you recommend us' or 'were you satisfied with the work completed' then a simple survey could work and you could send it out free with something like SurveyMonkey, but might not be so insightful for you.

It tends to mean fewer responses, but you could get quality comments if you ask people just to write a couple of sentences on what they think or how the work was - you could pop the quotes on your website or at the bottom of letters too.

We've tried both and often we don't get a response as people are so busy, but asking for a short quote gives us much more insight into what the customer thinks, as a number system is a lot more subject to opinion and experience of the customer. Some people wouldn't give top marks for anything other than perfect which could affect your results as Colin said.

If you can ask them to do it in person/standing in front of them you are much more likely to get a response - but you can't be pushy! :)

- Acacia Groundcare

Acacia Groundcare Equipment Rental 01273 494939 | www.acaciarental.com