What does a customer survey really say...
1/9/2013
| admin_us649
We recently conducted an online customer satisfaction survey. While I'm very proud of the results (over 98% of those who responded would highly recommend Alphagraphics Westlake), it was what they didn't say that intrigues me.
Like anyone else, I love to read the good things people have to say about us. It's equally important to hear the bad things, as well. In fact, I'd say that it's more important to get the negative feedback.
As an example, I'll use myself. I have plenty of vendors to choose from. I'm pretty loyal, and as long as they are providing a consistent level of service at a fair price, and make me feel that my business is important to them, I have no reason to leave.
Please note the line in bold. That is the number one reason clients leave. And usually, they aren't going to bother letting you know in advance. They just stop buying. They quietly find someone who makes them feel more important then you did.
Someone once said "what if they tell me something bad?". Well, that's a good thing and a terrific opportunity to mend the fence before they get out.
So, ask your customers how you are doing. While you might not like what you hear, you'll be happy you heard it.