Member Since: 31st Jan 2013
Business Director Bulletpoints Ltd.
31st Jan 2013
I completely agree that custoemrs are becoming very weary with having to fill out survey after survey, I suspct this comes from a belief that it might just be a tick-box exercise and are doubtful that their feedback really changes anything.
In my time as a Customer Experience and Comms Manager, we went to great lengths to show the changes that we had made as a direct result of customer feedback, which did seem to help.
However, I think that there's more that we can do to improve the experience of people that we want to fill in surveys, simply things like:
- Asking very specific questions
- Providing a clear strcuture for feedback
- Keeping surveys short
- Incentivizing people to complete them
I've been thnking about this quite a bit and recently wrote an article on how small businesses can get better feedback from their customers. If you're interested, you can read the article here.
I hope you find it helpful.