SURVEY SAYS...

In today’s fast paced and quickly changing business environment the key to thriving is QUALITY customer service. Companies face tough competition from rising stars as well as existing players with newer innovations. Client satisfaction has quickly become the deciding factor in whether your company will maintain its share and growth in the marketplace. Successful companies quantify their position in the market by conducting customer satisfaction analysis through the use of tools like surveys. Customer Relationship Management (CRM) is the area of the company that utilizes this tool most. This helps keep the existing client base happy and increase the retention and recommendation rate within the target market.

Companies like yours conduct surveys to discover answers to a variety of questions. These questions are diverse, and vary widely depending on the plan and the desired results from the survey. Below are four essential reasons for businesses to quantify customer data in conducting a survey:

What's Going On With Your Client Base

Surveys are a non-threatening way for your business organization to learn about what motivates your client base and then what's important to them when utilizing your products and services.

Opportunity To Discuss Key Areas Of Interest

Having an open discussion with your client base is often difficult so being able to communicate with respondents about your strategic survey topics allow for a better insight into the questions your survey is setting out to answer. The feedback will also allow you to ask even deeper more probing questions at a later date that can shed light on topics related to your questions within a larger context.

Create A Plan Of Action To Address The Important Issues

Some business owners often rely on intuition and feelings about a target market or trends in the marketplace. Through the utilization of survey data, a business can gather objective information to make sound data-driven decisions. This is the best way then to immediately address issues that are important, rather than wasting time and resources on irrelevant concerns.

Set A Company Benchmark

Conducting a survey provides a quick look or snapshot of your target market and their attitudes about the information your survey is trying to gather. This helps a business establish a baseline to compare the target market attitudes and perceptions relative to the survey questions and establish whether these trends in information are getting better or worse over time.

An effective customer satisfaction survey should focus on measuring the client base’s view of how well the company delivers on their needs. The most common factors include ideas like service promptness, staff responsiveness, and understanding of the customer's problem in general.  A business owner can then take this data and learn from it. Here are a few compelling reasons to incorporate customer satisfaction surveys into your current business plan:

•Enhance profits.

•Increase market share.

•Increase repeat business.

•Improve quality of service.

•Gain insight on products or services.

•Improve customer satisfaction and retention.

•Provide a way for unsatisfied customers to vent.

•Measure and compensate the entire organization.

•Demonstrate commitment to listening to customers.

•Learn where the company stands in the market against the competitors.

Your business and customers have a wealth of information and insight about what it is like to be a customer of your company. Many of your customers also buy from your competitors. They know what can be done to improve your company's products and services, customer service, communications and other criteria important to achieving total customer satisfaction and loyalty.

While most companies are aware of the need to take action and make improvements to become more competitive, they often miss the hidden opportunities that can really make a difference for customers. That's where JAX Designs customer surveys come into play. We can help you uncover the hidden data you need to compete more effectively gathering the information and insight you need to keep existing customers and attract new ones as well.

By creating and effective survey and administering it we have uncovered that in general it will costs 5 to 10 times more to attract new customers than it costs to keep existing customers. That is a telling statement! Most of your customers won't complain directly to you or your staff but they will definitely complain to friends and business associates. They may remain loyal as a customer, but buy less of your products and services. The worst thing that can happen though is that they become customers of your competitors. Uncover the facts and perceptions of your products and services and your clients can be the greatest piece of your marketing plan; recommending your company, products and services to your immediate market and then through social media, like Facebook, Twitter, MySpace and LinkedIn…the world!!

Your target market and your clients will behave, act, purchase and recommend based on their business experiences, what they hear, how they feel and what they believe about your business, your products, your staff and your service. JAX Designs takes the time to understand YOUR business, YOUR products and services, the psychology of the sale as well as the underlying factors that drive customer satisfaction and behavior. You can develop a quality survey on your own or you can contact JAX at http://www.JAXDzign.com/contact.html, check out our group on Facebook or send an email and we would be happy to create a perfect survey tool for you!