| Did you ever have customers who seemed | | | | ? How would you rate us against our |
| happy but suddenly stopped doing business with | | | | competitors? |
| you? Did you ever wonder why? Obviously, | | | | Excellent - Good - Satisfactory - Average - Poor |
| something displeased them – your customer | | | | ? Are you satisfied with the product you have |
| service, your product or your attitude, perhaps? | | | | purchased? |
| A majority of unsatisfied customers (almost | | | | Excellent - Good - Satisfactory - Average - Poor |
| 95%) never complain. It takes effort on the part | | | | ? Would you consider purchasing from us again? |
| of the customer to draft a letter of complaint or | | | | Yes - No |
| to phone in to voice displeasure. The easiest and | | | | If not, please tell us why: |
| most effortless option is to move on and never | | | | ? Please gives us your suggestions on how we |
| do business with your company again. | | | | can improve our services: |
| So, how can you know if your customers are | | | | You could also ask them to rate you on a scale |
| happy or not and use that information to make | | | | of 1 to 10 with 10 being outstanding and 1 being |
| improvements? The one easy way to do it is by | | | | very poor. If all that seems like too much hard |
| seeking customer feedback. Even customers who | | | | work, dispense with the questionnaire. Simply |
| are reluctant to make complaints will fill in forms | | | | include a note on your website stating that you |
| anonymously. | | | | welcome any comments or feedback, along with |
| Send out a feedback survey asking customers | | | | an email address where they can send it. |
| questions that could reflect both positively and | | | | Once you have asked these questions and |
| negatively on your company. You should always | | | | received the answers, be prepared to take action. |
| include an open-ended question at the end, asking | | | | Use the feedback forms to improve your |
| them if they have any additional comments or | | | | business. The customers are the only reason why |
| suggestions to make. This will give them a chance | | | | you are in business, so satisfying them will |
| to voice any displeasure or come forward with | | | | ultimately make your business more profitable. |
| truly constructive suggestions that could help your | | | | Most important: send a response to every person |
| business. | | | | who has given you his or her feedback, |
| Here are some typical questions that you can ask | | | | acknowledging their views. If you are able to take |
| on a feedback form: | | | | action based on customer feedback, let the |
| ? How would you rate our customer service? | | | | concerned people know about it. The worst thing |
| Excellent - Good - Satisfactory - Average - Poor | | | | to do is to ask for feedback and let it go at that. |
| ? Was your product delivered on time? | | | | You can be sure that the customer won’t |
| Excellent - Good - Satisfactory - Average - Poor | | | | waste his or her time next time around. |