Do You Survey Your Customers Or Your Clients Customers?

4 replies
Just looking for feedback to see if you survey customers?

And if you do, is it every time on a new project?

Not looking for merits or pitfulls of surveying, just gathering yes and no.

Thanks for your help guys.

All the best,
Ewen

P.S. You will get a thanks for your answer.
#clients #customers #survey
  • Profile picture of the author RickDuris
    Yes, and always. It's amazing what you'll learn. Good and bad. - Rick Duris
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    • Profile picture of the author ewenmack
      Thanks Rick.

      Are you referring to surveying your clients or surveying your clients customers?

      All the best,
      Ewen


      Originally Posted by RickDuris View Post

      Yes, and always. It's amazing what you'll learn. Good and bad. - Rick Duris
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  • Profile picture of the author Bryan O'Neil
    Yep, customer surveys give so so much good feedback it's ridiculous.

    A quick tip, by the way.

    What I've done from time to time is I've split the surveyees into two groups:

    - 50% of them get an invite to an anonymous survey.

    - 50% of them get an invite to a non-anonymous survey but will be entered into a prize draw of some kind.

    I'm doing this because when comparing anonymous and non-anonymous surveys, the difference in results is typically enormous. People won't tell you how bad you are if they are required to put their name under it - but it's essential to know if people do think that your service is rubbish, you suck at customer support etc.

    The typical approach is to announce a prize draw and make the "name" box optional - meaning that you can remain anonoymous if you want but (obviously) you won't get the prize. This DOES NOT work!

    Reason is simple - people are greedy and if they're given a choice whether to participate in the draw or not, they always choose to participate. This, in turn, brings us back to the fact that when the survey isn't anonymous you can't expect to get honest answers.

    Just my 2p
    Bryan
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    • Profile picture of the author Kevin Rogers
      Awesome tip, Bryan.

      If I take on a client who hasn't surveyed, it's the first thing we do. Absolutely critical!
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