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Survey Design, Processing, and Reporting
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Double Your Sales - Send Out A Customer Survey
Another unexpected consequence of customer surveys!
A recent study in Harvard Business Review
concluded that the simple fact of asking customers how a company was
performing proved to be a great customer retention strategy by itself. The study offered multiple rationales:
- 1. Satisfaction surveys reinforce the customers desire to be coddled and reinforce positive feelings.
- 2. Surveys may increase awareness of auxiliary products and services.
- 3. Surveys induce judgments.
Presenting the right questions, customers form opinions on things they
otherwise might not have considered.
- Article by Vivek Bhaskaran, WebProNews 2/1/2004; study by Dr. Paul Dholakia, Dr. Vicki Morwitz; HBR
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