How to Convert a Customer Mean Report Satisfaction Survey

Keep your customers happy and respond to their negative surveys.

Not every customer will be a fan of yours. There are a number of reasons why when a customer is asked to complete a satisfaction survey, based on an experience with your company, you get less than rave reviews. However, getting the feedback, no matter how good or bad it is, can be useful in how you move forward with the products and services your provide. The key is to take their survey results and convert into a worthwhile plan to improve your service and/or the way your customers view you.

Instructions

1. Analyze the results. Take the report seriously by sifting through the customer's personal opinions and deciding what the actual issue is. Look at how many times you've received similar unsatisfactory reports before you consider it as one bad apple spoiling the bunch. Look at the details of the complaint, such as lack of employee follow-up or a faulty product, to get to the bottom of the issue.

2. Communicate with your customer. Use contact information provided in your survey to reach out to the customer. Ask questions that lead to finding out in what ways was she was dissatisfied and identify ways you could have improved the situation. Let the customer know that her voice has been heard and allow her an opportunity to vent if still upset.

3. Ask for another chance to satisfy him. Keep the customer from spreading bad news like wildfire especially if it's inaccurate or unjust. Remain calm and keep your focus on getting to the root of the problem; the best way to make the situation better is by showing your customer you're committed to making things right.

4. Respond promptly; the last thing you want to do is delay your response to a disgruntled customer. Gather your team together to commit to finding a fix. Create an area on your company website for news and updates so that if it's something major, like a recall, more customers will benefit from the knowledge that you are aware of the issue and plan on fixing it.

5. Ask for another review. See if your customer's issue has been resolved and ask if another survey can be completed. Offer the customer a special concession for her trouble such as a discount or additional features with your compliments. Promise only things you are able to and communicate that clearly with your customer. Monitor her issue closely so that the likeliness of her being angry is lessened.

6. Encourage more customers to complete the surveys, making sure that your entire team is producing quality service. This will increase your rating and help everyone remained focused on keeping customers happy.

References

• Intuit: Responding to Customer Complaints
• Mark Collier: New research Proves That RESPONDING to Negative Feedback Online Benefits Companies