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The importance of knowing what you’ll do with customer feedback – so you ask the right questions
Keep it short – people are busy
You’re better off running a quick survey often, instead of a long survey once a year. If you’re willing to pay people to respond to your survey then you can make it longer.
Ask the right person
The person who decides which services to purchase with what organisation may not be the service user. For example if your organisation provides support to children, the child may be able to tell you what would make their experience more enjoyable. But they will not be able to help you define the key drivers that makes a parent allow you to support their child.
Focus on one thing at a time
Before you start to write questions make sure you understand why you are doing this survey. Focus on what it is you need to know. Make sure you write the answer down so you keep referring to it. It’s easy to get side tracked as different ideas pop into your head.
Know what you are going to do with the answer
Sense check the questions you’ve written, by asking yourself if the answers will help you improve your organisation/service/customer experience.
If you want to find out more about how you can connect with your existing customers and / or potential customers, you can book a free consult.