Asking customers for feedback is an essential part of the improvement process for any business and, I’m pleased to say that, many companies now do ask their customers for feedback whether it is using methods like customer satisfaction surveys, Net Promoter Score (NPS) or Customer Effort Score (CES).
But, many of them, despite working hard to deliver great service and build up trust with their customers, undo a lot of their great work through the way that they go about their surveys and feedback process.
That probably explains why many firms only achieve around a 2% response rate on their surveys.
But, all is not lost as other firms have been known to achieve response rates in the 50-75% range.
Here’s five things that leading companies are doing that is helping them achieve higher response rates and, therefore, a much richer source of feedback from their customers:
Thanks to George Hodan for the image.