Thursday, December 22, 2011

Tips for Gathering Customer Feedback for Your Staffing Company Blog post by Staffing Robot Founder, Jason Lander. This post originally appeared on Ruby Receptionist's blog - The Watercooler. How many times a week do you get this email? “Will you please take a few minutes to fill out our survey?” My personal email inbox currently holds requests for survey feedback from more than 10 companies. Apple’s in there, a hotel, two retailers, a car company, etc. The key to success for any business is to keep your customers happy. Yet, measuring customer happiness can be a challenge. For over a decade I’ve worked with various methods for measuring customer happiness including surveys, public support forums, phone calls, the Net Promoter Score, etc. Over time, I watched my customer engagement rates decrease dramatically and the feedback become less and less relevant. They main issue I’ve discovered is that customer satisfaction surveys rarely provide you the data you need to improve your business. Surveys are time consuming to administer and time consuming for customers to complete. Furthermore, the data gathered isn’t actionable because it’s often aggregated and the responses come in too far after the touch point with the customer. So what’s a company to do? Our suggestion? Ask the right question at the right time. Here are some tips for effectively gathering customer feedback. The first tip – ask one question and one question only. It’s always tempting to ask more, but why ask more when one will do? Ask one question with a simple answer choice and allow your...

Jason Lander

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