Secret to Having Customers Complete Your Survey
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- Опубліковано 10 січ 2018
- Go to www.TheCustomerFocus.com or call 314-692-2200 to learn more about Shep Hyken or to learn about customer service training.
There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done.
The head of the service department mentioned I would be getting a survey emailed to me and asked if I would take a few minutes to complete it. Sure enough, a day later the email survey showed up in my inbox. I will always remember the first survey. With that great experience, I was happy to show them a little love and give them positive feedback about how well they took care of me. So, I started the survey. There were some pretty good questions on that first page. And, more on the second page. By the time I got to the third page of the survey, I was experiencing Survey Fatigue. I was tired with this survey. I was already almost six or seven minutes into it, and it looked like I wasn’t even halfway to the end. This wasn’t a survey. It was a major homework assignment!
About a year later, it was time to go back for another oil change and routine maintenance. Once again, they provided stellar customer service. And, then a day later came that dreaded customer service survey - the same survey! I would have thought that maybe it might be different for a repeat customer. I told my friends about the ridiculously long survey and joked that it took longer to fill out the darn survey than to get the oil changed. By the way, I didn’t fill the survey out - and haven’t since the first one I filled out years ago.
What made me think about that story was that in the past few weeks several subscribers to our newsletter emailed me about how to get more responses to their customer surveys. That’s a great question, and here are two of my favorite ways to do so:
First, don’t wait two weeks - or even two days - to send a survey. Consider getting the survey to customers within 24 hours while the experience is still fresh on their minds. Maybe even get it to them within just minutes. When I take an Uber, as soon as the ride is over I receive an email asking me to rate the driver and leave a tip, if appropriate. I respond every time.
Second, don’t make the survey too long. You don’t want to frustrate the customer with Survey Fatigue. Consider short surveys that take one or two minutes to complete. A short NPS (Net Promotor Score) survey question with one or two follow-up questions that take a minute or so to complete will boost response numbers. If you want answers to more questions, create different surveys and rotate them as you send them to customers. Shorter is better. That same Uber survey just mentioned asks me to click on one through five stars, click on a few boxes, and if interested, I can leave a comment. Without the comment, the survey takes 15 seconds or less.
So, the next time you want customer feedback in the form of a survey, send it quickly and make it short. Then, watch for an increase in the number of customers who respond.
In this video Shep will answer the following:
How do I create a better customer survey?
How to create surveys your customers will take.
How to get customers to complete your survey.
How can I gain better customer feedback?
Shep Hyken is a customer service & experience expert, award-winning keynote speaker and New York Times bestselling business author. For information go to www.hyken.com. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.
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When you solve all the issues and the customer is happy they won't bother to give survey but when a customer is angry sure they will give you survey
True, not everyone is going to fill out a survey, but I don’t agree that the only ones that bother to do so are unhappy. Yes, people who complain are more vocal. If you’re lucky they fill out a survey and you can learn from it. But, when they are happy, they will let you know, too. Especially if you ask them the right way.
@@ShepHykenSpeaker oah my Thank you for replying, wasn't expecting you will reply. I learn alot from you because of you I could secure my jop at the first place.
@@ShepHykenSpeaker 100% agree with your response. and keep the survey short and sweet you lose me after about 6 questions. To me 3 or 4 important questions are best.
Big facts omg that ain't nothing but the TRUTH
Outstanding!!
Thank you for this help I work at ibex
Thank you so much for your help!!
Thanks for watching!
Great thank you Shep!
90 % of surveys are 'check the box that applies'
20 30 40 boxes,, seldom to never is there a space at the bottom for suggestions complaints
every box to check carries what the surveyer THINKS what the customer desires,,the real stuff appears when you are told NO DONT BOTHER ME WITH SURVEYS,because of no suggestion box at the bottom,,like in your company maybe?
What if you have no control over the content of the survey or when it is sent but you are tasked with increasing survey response numbers? How can I train my store level staff to increase our numbers?
Make it easy for customers to take the survey. Is it in-store, online, accessed via email, opened with a QR code, etc.? Find the ways that are most convenient for the customer to access the survey. Train employees on the process and words that get customers to take the survey. Promise it will be short (respecting the customer’s time). If you don’t have control over the survey content, and the survey is creating a problem, then it’s incumbent to share that information with whoever is in charge of the survey. With enough customers, the length of the survey and the questions can be an experiment. Test and test some more. Find out what survey gets the most response. Then, as mentioned, make it easy for the customers to take it.
@@ShepHykenSpeaker it is emailed and I’m not allowed to know who will get it but am told it will be randomly sent to customers who are part of our rewards program. What are some good buzz words to teach my employees to entice customers to look for the survey in their email?
What if you dont write the surveys?
Exactly
Fuck these surveys. I am burned out.