With the advent of digital media, it has been effortless for companies to make collect customer feedback. Earlier, there were things like customer cards, but now everything is paperless and so convenient. If your company has a product and you want to know what your customers think about it. You can always email them and ask them to fill up a feedback form. If that appears a little tedious, you can always approach them over social media. Isn’t that easy? But the real question is- what happens next? How to convert the feedback into an action plan to improve customer satisfaction.
Imagine your company managed to conduct a successful survey, but what now? You gathered a ton of data, but what are you going to do? Of course, you need a data scientist to sort through the massive pool of data. But even after that, there is barely anyway that you will be able to compile an effective plan. What most companies struggle with is- interpreting survey results and action planning.
The main idea of conducting a survey is to gather information from the customers and use this knowledge to introduce improvements in your products. That is where most companies struggle. And the bigger problem us, this lack of implementation does not have a neutral impact on your business. It has a negative impact. Can you let that happen? Are you willing to take that risk?
If you want to make the best use of the information gathered via a customer survey, this article is for you. Here are some solutions regarding how to improve customer satisfaction survey results:
• Make the best use of customer satisfaction.
It is the first and, by far, the most important element of your foolproof action plan to improve customer satisfaction. The thing to understand here is that if you need to optimize your output.
Imagine a customer gave your product or service a five-star rating, what would be your first reaction? You would be happy, wouldn’t you? But would you think about implementing this knowledge into a feedback action plan?
He is already satisfied, what more can be done here? This lack of vision will get you nowhere. You should seize this opportunity and build a feedback action plan template. You can use this happy customer to improve the sales of your product or service. Happy customers equal more money.
You can use this information in two ways. The first thing to do is to ask you’re satisfied customers to write a testimonial for your website. It is a common approach, and most companies do this. But what they fail to do is successful self-promotion.
If a major proportion of your customers are satisfied with your services, wouldn’t they recommend it to their friends? You can use this information to promote your company. It is a lesser, implemented and highly productive way to make an action plan to improve customer satisfaction.
• Solving issues for unsatisfied customers
Everyone knows that unsatisfied customers are a treasure on which you can build fortresses. But you should know to do that. You need a solid action plan to improve customer satisfaction.
Most companies easily gather information from unsatisfied customers. But they fail at interpreting survey results and action planning. Before you start working on the problems stated by the customer, it is best if you send them an apology note.
It is a fail-safe plan and shows that your company takes customer complaints and suggestions seriously. Wonder what that would do to your rating?
Take things one step further and ask for some suggestions. It is highly unlikely that they would lie to you. And it can prove to be a real building moment for your company.
• Relevant modifications in your product
As a company, what is the best thing you can do for your customers? Give them what they want! It has been the idea behind some of the unique and most innovative products. It might seem a little far for now, but you can definitely take your customer’s suggestions. And try to introduce relevant modifications to your product.
It will automatically draw in more customer-both old ones and new ones. The thing to keep in mind is that you don’t need to restrict yourself. Learn what your customers are expecting of you and get a step further. This the best feedback action plan.
These are some ways that will definitely help you with your struggles. These are the major component of a robust action plan to improve customer satisfaction. The fact is this is a long term process, and most people fail to take a practical approach. Your company needs to take a strategic approach and then will you see any positive results. Remember- Learn, Improve, and Optimize! So what are you waiting for? Implement these steps in your customer survey analysis and see the results for yourself! You will be amazed at the progress.