If our ears are open and our attitude is right, feedback is helping us every day of the year - and not just after the latest survey results are in! Feedback provides us with the opportunity to learn, to grow, to improve. It's a fundamental in business and life, and those who cannot or will not embrace it, miss out on developing themselves, others and their businesses.
Great customer surveys enable brands and organisations to get close to their customers. We all love to be listened to and understood - it's human nature! When I feel listened to I engage more, and when I engage more I'm in a better place to transact.
When did you last enjoy completing a customer survey? Sometimes I don't enjoy giving my feedback. This is problematic for a number of reasons, a few of which I discuss below, but my biggest concern is that I work in the 'survey business' - so the question is: what am I doing about changing this!?
We've been providing insights to corporates, local government the NHS and many smaller organisations for 15 years. We use multiple different ways to capture the feedback - often called multi-channel, but fundamentally that means we try to find the best technology for the survey recipient to respond easily.
The success of open day events may be realised in the applications received, but why wait until then to find out how the visitors felt? A simple survey during the event can deliver you key information that can shape subsequent marketing campaigns and open events.
CRT have used their experience to create a survey specific to the needs of the university open day.
Deciding to invest time and resources in gathering feedback is an important step in the development of the customer experience. Making sure this investment brings positive results is critical. Here we introduce 4 tips for making the most from feedback.
Visitor or customer surveys are so common place, and rightly so, as the information gained can greatly assist an organisation to make informed decisions on service improvement, marketing, products, services, staffing levels and training. But many surveys only capture the visitor who pays, or the customer who transacts. What about the rest of the party, the browser or the non buying customer - where there was an intention to buy but they either couldn’t or wouldn’t complete the transaction?
A poorly designed questionnaire will affect the quality of data gathered and therefore the resulting reports will lack accuracy. However, if you get it right, not only will you get improved response rates, but the information will be actionable
They're everywhere. Emails after a purchase or service has been received. Online forms after online chat or placing an order. A 'friends and family' question on a touch screen tablet during discharge from hospital. Surveys. They're everywhere. And there's a reason for that. The information - used correctly - can enable organisations and brands to refine their offering and provide an ever-improving experience which translates to more sales, less complaints and better outcomes.
As the THE survey suggests, student experience is a mixture of a number of elements many of which reach beyond the lecture theatre. The key to improving the experience is to focus on all of the touchpoints affecting the day to day lives of the students on campus and finding ways to make their lives better.