customer satisfaction surveys Archives - Shep Hyken

This is the fourth in a series of ten frequently asked questions and answers about customer service. Please feel free to share your answer or comments to these questions.

How do you suggest we get feedback from customers (or clients, guests, patients, etc.)?

I’m not a big fan of customer satisfaction surveys – the ones that are mailed or emailed to customers. My clients who use these tend to get a small percentage of responses. My favorite way is to just ask. Sometimes you can do it on the spot. Or even on the phone. One of my favorite clients is Enterprise Rent-a-Car. Their follow-up surveys are an example of the right way to do it. After renting one of their cars, the customer will usually receive a phone call within 24-48 hours. The survey is promised to last less than a minute and consists of three questions. Customers are usually happy to respond to this very short survey. Enterprise gets excellent feedback and from a high percentage of their surveyed customers. Again, please share with us your answer or comments to the above question. Thank you! Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. (Copyright ©MMXII, Shep Hyken)

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How do you suggest we get feedback from customers (or clients, guests, patients, etc.)?

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