Good news: Customers don’t just want to b!*ch when they do your surveys. Here are the real reasons.
Most customers (57%) want to share good experiences when they respond on paper, in person, online or over the phone, a Chadwick Martin Bailey study just found. The other top reasons:
- 50% to improve the company
- 45% for discounts
- 40% for entrance into a contest
- 39% to praise a specific employee
- 37% to upgrade to better products or services
- 35% to file a complaint, and
- 28% to get a free gift.
Any survey – whether you use incentives such as free gifts or upgrades – should aim to gather candid feedback.
The key to continuing to get survey responses: Use the feedback to improve service and the contact center based on what customers like or don’t like – and let customers know what you’ve done with their responses.
