Are Your Customers Happy? How to Know
Posted by Meredith Estep on Thu, Jun 30, 2011 @ 07:53 AM
A happy customer is one that returns to your business again and again. They might even refer friends and family members to your company. These loyal patrons are the driving force behind most successful businesses today, but how do you know if your customers are truly happy with your business and your service? We have a few tips to tell what the current state of your customer satisfaction might be.
Ask Questions
The easiest way to find out if your customers are satisfied with your service is to simply ask them. The next time a regular customer walks through your door, take the time to ask what they think of your service staff. Find out if there is anything they think you can do better in the service area.
A simple conversation with a customer in this realm may reveal a host of positives about the state of your service and specific areas where you could stand to improve.
Use Surveys
If you would like a more formal method for evaluating what your customers think of your service, you can hand out a survey when they come in for business. These surveys can be as long or short as you like, although shorter surveys tend to reap better returns.
You can also increase your return rate by offering an incentive to customers who complete the survey and bring it back to you. A coupon for a subsequent visit, a grand prize drawing or free samples can be effective ways to entice customers to provide their feedback.
Track Referrals
There is no greater compliment from a current customer than a referral to a new customer. When new clients come into your business, find out how they learned about your company. Keep track of those that say a current customer referred them. In addition to finding out whether your current customers are happy with your service, you can reward them for their referrals to encourage them to offer more.
Track Complaints
While referrals are a positive way to track the state of your service, complaint tracking is equally effective on the other end of the scale. When a customer comes in with a specific complaint, log the issue and how it is handled. You can also track customers that stay with you after a complaint to determine your effectiveness in resolution.
Keep in mind that complaints give you the chance to win over customers once again, while other unhappy customers may simply leave your business without a word.
Hire Mystery Shoppers
Professional shoppers can be hired to come in and evaluate your customer service on a more comprehensive level. These shoppers are trained to assess the current state of a customer service department and even make recommendations for areas to improve.
When you hire a mystery shopper service, give the company specific benchmarks so your feedback is constructive and precise.
Sometimes it is easy to know whether your customers are happy with your business, and other times, it takes some digging to see where they stand. With these tips, you can get a solid understanding of your current level of satisfaction and determine specific areas where you can improve.
-Meredith Estep