239: Customer Survey Mistakes

Adam and Jeannie share common customer survey mistakes and how to avoid them to get thoughtful responses. Losing our way with customer survey mistakes Customer surveys are great for getting the feedback we need, learning how to improve our experiences, or finding out where we need to invest. Recent studies show that most customers ignore surveys, most of those who do fill them out don’t do so thoughtfully, and many who start surveys never finish them. And the survey feedback we DO get? It’s only from the customers who felt very strongly enough to put in the time, so your average customer may not be represented in the results. We will remember things that are dramatically emotional either way, more than any part of the experience, so if we’re reporting back on something, it’s because we’ve had a dramatic moment of emotion, either good or bad” “...if we’re reporting back on something, it’s because we’ve had a dramatic moment of emotion...”- Jeannie Walters What are we doing wrong? Today, Adam and Jeannie are sharing eye-opening facts and their expert opinions of why customers don’t respond to surveys. They’ve helped clients develop surveys that customers want to respond to, and they’re sharing that wisdom with you. “How representative is our sample? How representative are the surveys we’re getting?” -Adam Toporek You can still use surveys to get powerful feedback that leads to action, but you must approach them carefully. Are you asking too many questions? The wrong questions? Find out today and deliver surveys that matter to your customers. Related Content 360Connext® post and ebook, 10 Ways to Get Actionable Feedback from Customers (part 1) Customers That Stick® post, Your Data Is Only as Good as Your Perspective Episode 228: (Tip) All Customers want These Things Episode 017: Customer Feedback, Mohamed Latib, and Progressive Insurance We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices