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Why do my clients do not fill out our customer satisfaction surveys?

A key aspect to consider when using customer satisfaction surveys is the way they are designed. To achieve a high response rate is very important the comfort of the person completing it and the ease with which it can be completed. This is almost as important as the questions that are being asked and will allow the clients to feel part of the continuous improvement process of the business.We must take advantage of the contact time with a client and use it efficiently in order to obtain the maximum benefits the information can offer.

The more pleasant the circumstances, the greater the willingness of the client to give information.To respond to these needs, Quick Audits designed a solution, which transcended the already obsolete paper evaluations and spreadsheets systems, resulting in a versatile survey tool that can be access from any device and geographical location.

The most appropriate platform for our Customer Satisfaction Survey

With so many several tools available to conduct the survey, how can you define the most appropriate platform? The most effective option will depend on the characteristics of the business and the type of information you are looking for. It is important to have several aspects in mind, such as the amount of time it will take to do the survey, the place where the clients will respond and the benefits that they will obtain from doing so. All these aspects can make a difference in achieving greater participation.

In order to maximize the results, you can offer an array of options that go from what outlet or tool to use in order to fill out satisfaction surveys, what types of gifts or discounts the customer will receive once completed, to given the clients the choice to complete the surveys at the time that is more convenient to them. In this sense, Quick Audits allows you to create surveys that can be answered from different platforms: via email, tablet or by scanning a QR code from a mobile device. Here are some advantages of each medium:

• Tablet:

o It is easily accessible, facilitating the customer to answer the survey during their waiting time, for example in a hotel while checking out.

o It is ideal for short surveys, and easy to answer in a short time.o The client completes the survey in the establishment, where the experience is well present (as opposed to the subsequent survey) and does not interrupt them while performing other activity.

o Shorten waiting times in certain situations and entertain. For example in a restaurant the waiter can approach the customer with the Tablet asking to complete the survey while waiting for the check.

• E-mail:

o Very effective to create customer loyalty programs, promotions, or contests, offering a benefit in exchange for requesting the data to the client.

o It can be sent to a larger number of clients and thus have a larger sample for the results of the surveys.

o Surveys can be a bit more specific or extensive as the client completes it in their home or in their free time.

• QR code:

o It is more versatile, it can be placed in the tables in the case of restaurants, in the rooms of the hotels, in waiting rooms.

o It allows to offer discounts for completing it in the moment, for example 2x1 drinks.

o It's fast. You do not need to open a web page or download a specific application. Just scan the code to complete the survey, allowing you to save steps to the customer where they could lose interest.

o Agile and practical. It is accessed through the mobile phone, an item that we have constantly at hand.

By creating a survey tailored to each need, it is possible to give clients the ability to express themselves with total peace of mind, thus providing the company with useful and interesting information for instant analysis.

If you would like to request a free demonstration, Contact us!

Posted in Quick Audits Blog on May 31, 2017

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