Are you ready to hear the good, the bad, and the ugly from your customers? Come on! Be a brave soul and conduct a customer survey!
In our family business, we conduct a big customer survey annually. (It should be noted that we also do follow up calls and ask our customers to fill out a comment card every day after each service.) We drop the survey in the mail to our customers and just wait for them to pour in! So what kind of questions should you use to draw out your customers’ deepest, darkest, and hopefully most delightful opionions about your service?
Sample Customer Service Survey Questions
First of all, BE SPECIFIC. Ask questions that get to the heart of the matter. For example, you might ask, “On a scale of 1 to 10, how would you rate our on-time arrival? the quality of our work? our telephone courtesy? our price? our guarantee?” and so on.
Second, ask VIEWPOINT QUESTIONS. These are not yes/no questions. These are questions that require an explanation or opinion. And there are no wrong answers when you ask your customers for their opinion! So ask them questions like, “What do you like MOST about our service? What do you like LEAST about our service?”
Third, ask them questions about the SERVICES that you provide. In our survey, we always ask, “Did you know we offer the following services?” We then list all of our services. This may be one of the most valuable questions on the survey. It actually is of greater benefit to the customer than it is for us. Why? Because they LEARN what services we provide! It’s really a great selling tactic. In the customer’s mind, he’ll say, “Oh! I didn’t know they offered that service!”
Need a Survey Template? Check out this Form!
“Give us 60 Seconds of Your Time and We’ll Give You $60 in Free Services”
Dear Client,
Please tell us how we’re doing. We really want to know how you feel about our service! Use the following scale to rate different features of our service: Poor/Excellent 1 2 3 4 5
How satisfied are you with our . . .
Arrival Time _____, Courtesy on the Phone _____, Service Quality _____, Schedule Availability _____, Guarantee _____
What do you like the MOST about our service? _____________________________________________________
What do you like the LEAST about our service? _____________________________________________________
Did you know about our other services?
Lawn Care Yes/No; Pest Control Yes/No; Carpet Cleaning Yes/No; Plumbing Service Yes/No; Catering Service Yes/No
Customer Name ____________, Phone ____________, Email ____________
May we please share your comments in our promotional materials? Yes/No
Offer expires on __/__/__
Mail your survey to our office or fax it in. If you would like to schedule your service and take advantage of the offer please call our office at (555) 123-4567. Thanks for filling out this survey!
An Extremely Valuable Tool
I can’t begin to describe to you how valuable a customer service survey really is! It should be part of every business owner’s business plan. It’s a sales tool, it’s a customer service tool, and most importantly, it’s a customer retention tool.
Case in point: One of our long-time customers was dissatisfied with the last service she had received from us. And we had no idea until she filled out the survey. When we read about her disappointment, we called her immediately. We discussed the problem and asked her how we could resolve the matter. We ended up giving her a refund!
I know what your thinking. “This is a money-losing tool also.” Wrong! You know, we happily gave that customer a refund and guess what! We have served her several times since then. But what would have happened if we didn’t send out that survey? Where would that customer be now if we hadn’t followed up? Perhaps we would have lost her to one of our competitors.
The customer service survey is a fabulous way to show your customer that you really care about them and that their opinion matters. And the more you send these surveys out, the better and more profitable your company will become!
Need more customer service tips? Check out our Customer Service Skills article. Click Here!