At Aardvark Consulting, we are very enthusiastic about customer feedback. Every business gets feedback from its customers, but it can be very difficult to draw any meaningful conclusions from the collective feedback which may be given verbally; may be given to different people in the company or may be specific to a particular transaction.
However, knowing what your customers think about you is vital to success in business:
- Retaining customers cost on average only one sixth of the cost of winning a new customer
- If a customer is disappointed, finding out gives you a second chance to delight them
- Customer feedback will confirm that you still have an advantage over your competitors
- The reasons your existing customers buy from you is the same reason your future customers will buy
- Tracking feedback over time will show if your business performance is improving
In addition, structured customer feedback can provide many other benefits:
- Marketing your business – telling prospective customers what your existing customers think is like running your own ‘word of mouth’ marketing campaign
- Product and pricing – where do you need to make changes
- Customer relationship management (CRM) – asking for feedback makes your customer feel important and reminds them what your business is good at
- Sales – contacting customers for feedback can remind them to make a purchase
- Testimonials – requesting feedback makes it easy for customers to give testimonials
The best way to get customer feedback is through a customer satisfaction survey. At Aardvark Consulting, we have conducted many such surveys for our clients and developed a proven technique that can be adapted to any business.
Our basic product is an on-line survey, sent by e-mail, which typically takes a customer only 2-3 minutes to complete, and consequently, we generally get a high level of responses. We have also run surveys by post and telephone.
Our standard package includes
- Questionnaire drafting (up to 20 questions)
- Choice of question types
- Choice of design templates
- E-mail drafting
- Automated reporting
- Fully confidential & secure
All questions and e-mails are approved by our client before the survey goes live. Clients provide e-mail addresses for their contacts and can add additional contacts through the year. Prices start from as little as £1 per customer contact.
In addition to this standard package, we can provide a wide variety of alternative options; contact us to discuss your requirements.
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