Your customers are the reason for your business.  Even with the best products and services, if you can’t gain and retain customers you may as well shut your doors.

So, how do you know what is drawing your customers to you, and what is making them return (or not!)?  You just need to ask.

A simple survey is a great way to find out what is going right in your business, what is going wrong, how to best proceed in the future, and much more.  It allows a customer to share their feedback with you in an environment where they feel they can be more honest than face to face.

What can a survey do for your business?:

  • Provide important insight into what is going right (and what’s not!).
    • A customer’s perspective is often very different than that of you or your employees. And often, you are so familiar with something that you can sometimes overlook its flaws.
      • Think of your home. You are in it every day. There might be a crack in a wall, or some peeling paint, or a stain on the kitchen island, but you barely notice them anymore. Someone visiting your home might.
  • Insight/Themes
    • You will start to see common themes in your surveys. Things that most customers rave about, and things that customers point to as needing improvement. Discovering those themes will only help you stick with what works, and fix the things that need to be corrected.
  • Unhappy Customers
    • This is an opportunity to turn a negative experience into a positive one. Reach out directly to any customer who gives negative feedback on their survey. Let them know that they were heard, and what you are doing in the future to make sure that the issues are resolved.
  • Reviews!
    • Surveys allow you to identify which customers are extremely happy with your business. You can then contact them directly to ask them to leave you a review. You can also create a survey with logic involved that, when a customer indicates a good experience, automatically asks them to leave a review and provides links.
  • Test out new ideas
    • Are you thinking about changing your logo? Are you considering adding an item to the menu, or retiring a current dish? Are you thinking about changing your hours? Find out what your customers really think. It may surprise you, and will save you time and money by ensuring that the changes will be supported by your customers.

What makes a great survey?:

  • Keep it brief. Most people do not want to spend more than a few minutes on a survey.  Make sure that your survey takes 5 minutes or less to complete.
  • Ask specific questions.
  • Include space for the customer to enter additional comments or thoughts. It is amazing the insights that you will get by doing this.
  • Offer an incentive. Some people will complete a survey just to be helpful, or to share a particular experience, but many people are motivated by possible reward.  It can be as simple as pulling the name of one survey winner a month and giving them a small gift certificate to your business, or a popular local location.  

How do I get my survey to my customers?

  • Email
    • Do you collect email addresses? Great!! Send an email with the survey link. It’s that easy.
  • Social Media
    • Put the survey on your Facebook page, and on your website.
  • Pass along the information
    • If you don’t have email addresses, share the link on a register receipt, a business card sized paper with your customers’ purchases, or by directing them to the link on the site. Don’t be afraid to ask!
  • Call
    • If you have phone numbers for your customers, take some time to call and ask. For example: “Thank you for being a customer! We are looking for honest feedback from our customers so that we can continue to serve them the best possible way. We have a survey link on our Facebook/website and would really appreciate it if you would take a minute to complete it. Thank you so much!”

Surveys can really make a difference to your business!  Start collecting information today to make your business even better.  Need some help?  We create and send surveys too!  Contact Canary Office at 872-222-6279 or info@canaryoffice.com