18Feb Are You ‘COMPLETELY’ Happy? It’s A Tough Question!
I was asked yesterday about customer feedback questions to get a feel for what they think about your service. Customer feedback is critical to maintaining and improving competitiveness. Unfortunately, I think far too many businesses don’t (or daren’t) ask the ‘tough’ questions.
I think you should avoid the ‘tick boxes’ and ‘score out of 10’ questions and ask:
“Were you COMPLETELY happy with our service?” with a YES / NO answer and a follow up ‘Why / Why Not?’
Here are a few more follow up questions worth considering. My personal view is that they should ‘stretch’ customers to commit to answers, so things like:
- Was there anything / anyone that particularly ‘impressed’ you about our service?
- Was there anything / anyone that particularly ‘disappointed’ you about our service?
- If we could improve just one thing what should it be?
- Please sum up our business / service in just a few words.
The idea is to ‘provoke’ people to give an answer. For example, there is an arguement that if they don’t give an answer for the first or second questions, then things are ‘ok’, but as you know ‘ok’ is not the stuff that people tell others about. It’s not a ‘bad’ rating, but it’s not exceptional or ‘dramatically different’!
They are tough questions, but we are in ‘tough times’!
What questions do you ask?