Allegiance » preventing customer losses http://www.allegiance.com Voice of Customer Intelligence Mon, 06 Feb 2012 19:49:06 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 The Basics: Customer Survey’s http://www.allegiance.com/blog/the-basics-customer-surveys/14 http://www.allegiance.com/blog/the-basics-customer-surveys/14#comments Wed, 15 Aug 2007 21:55:55 +0000 admin http://www.managedfeedback.com/customer-feedback/the-basics-customer-surveys It is interesting to sometimes eavesdrop on shoppers and listen to their candid comments about an establishment they have visited. You will definitely hear different comments and points of view. If a company would like to know the needs and desires of its customers, then conducting a customer survey is one of the best tools to use.

There are 3 areas of customer survey which are all essential for the company to know.

Customer Service Survey

The objective here is to provide the company with valuable data from customer feedback. Management could then improve the service of the company to become more competitive in its field. It could also provide the management team with guidelines for strategic planning and decision-making.

Customer Satisfaction Survey

This area concerns the products, services, pricing, and satisfaction with the business relationship. The details in this survey directly give vital feedback from customers regarding their desires, wants and needs. These data are essential for the growth of the company. Here, the behavior of the customers is revealed through the answers they give. With it, management could make adjustments to suit the satisfaction of customers.

Customer Loss Review Results

Being able to win back one customer is like winning back a thousand or more. It is therefore important to know the reasons why the customer has stopped doing business with the company. There is a need to identify the root cause of the problem. If winning back the customer is no longer possible, it is imperative to take corrective measures so as to prevent the future loss of customers.

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