3 Ways Customer Surveys Can Improve Your Business

Due to polling companies, the flexibility to achieve out to present or potential prospects is just some clicks away, permitting companies to work together instantly with the market. Buyer surveys, specifically, may be an data goldmine. Tapping into the minds of those that are prepared to pay for the service or product you present is a certain approach to purchase extra like-minded prospects.

Buyer survey knowledge is a useful device for making enterprise selections, higher understanding buyer ache factors, and reaching product or service innovation. At TSheets, we thrive on buyer surveys and have discovered a couple of key methods they enhance our enterprise.

1. Surveys might help you customise your product

For TSheets, GPS tracking in the workplace is a sizzling potato. What higher approach to discover out what staff suppose than asking them instantly, proper? We anticipated them to lift privateness considerations and even push again altogether on the know-how. However to make data-driven selections means being goal, even when the information doesn’t agree with us.

However to our shock, greater than half of the staff who’ve used GPS at work described the expertise as constructive, with simply 4 p.c giving the tech a thumbs-down. Respondents additionally instructed us how they typically don’t suppose twice about sharing location knowledge so long as they belief the app or know precisely how the collected data can be used. So what did we stroll away with? Transparency and clear messaging are key.

2. Surveys might help you customise your service

Harvard Enterprise Faculty discovered that 95 percent of new products fail, so it’s all of a sudden clear how 1 in 5 companies fail within the first yr. The TSheets customer service workforce is world-class for a lot of causes. Amongst these causes, in December 2018, the service workforce up to date their chat characteristic as a result of our prospects stated they’re typically multitaskers who don’t have the luxurious of calling in. However they will all the time open one other browser window whereas doing every thing else. Some may even sort sooner than they will converse! Along with a brand new chat system, prospects can now share screenshots with the service workforce to higher illustrate the hurdle they’re making an attempt to beat.

In 2018 alone, TSheets tackled over 182,000 chats. That’s nearly 500 conversations each day. With a typical 12-second response time, we have now saved prospects greater than 36,000 hours in administrative work. The lesson right here is easy: While you hearken to your prospects, issues can solely get higher, all the time.

3. Surveys might help you perceive your prospects past their companies

On the finish of the day, our prospects are greater than an account quantity or a reputation on the display screen. They love us as a result of we genuinely care, particularly after they inform us employee retention retains them up at evening, they work a minimum of 50 hours a week, vacation and sick days are a rarity, and household time is a common casualty.

By realizing ache factors past their companies, we have now the chance to tweak our choices utilizing knowledge that’s distinctive to our prospects. From content material to deal with their considerations to suggestions and tips to greatest use our product based mostly on personalized wants, we amplify their religion in what we do, as properly our credibility as a high enterprise useful resource.

An unmatched buyer expertise

Only a decade in the past, many small companies nonetheless needed to resort to junk mail or electronic mail to survey prospects. At the moment, the identical know-how beforehand reserved for the massive gamers is available for companies of all sizes. And simply as know-how has advanced, so should companies, to make sure the very best buyer expertise from begin to end.

Buyer expertise is the fruits of all of the factors we’ve lined to date, from in-product messaging to product innovation and buyer profiling. It’s, in essence, how your prospects see your small business treating them, and it’s essential to the success of your small business.

It has been discovered that prospects are prepared to pay between 13 and 18 p.c extra for what they understand to be luxurious or indulgent service, based mostly on the client expertise. In truth, buyer expertise is expected to overtake price and product. So earlier than making your subsequent enterprise choice, you should definitely contain your prospects and hearken to what they should say.

Previous to becoming a member of the copywriting workforce at TSheets by QuickBooks, Dottie Chong spent 15 years in advertising and marketing communications and content material administration centered on driving engagement and model affinity. When nobody is watching, she indulges in Ok-pop, knitting, and karaoke, all on the identical time.

Writer Bio

Previous to becoming a member of the copywriting workforce at TSheets by QuickBooks, Dottie Chong spent 15 years in advertising and marketing communications and content material administration centered on driving engagement and model affinity. When nobody is watching, she indulges in Ok-pop, knitting, and karaoke, all on the identical time.