On any given day, I have more survey requests in my inbox than I know what to do with. As a consumer, if I can offer my opinion to a company that I do business with, I will. I look at it as a way to improve my future experiences, plus it sends me a clear message — help us help you.
Businesses are interacting with consumers like never before. Software and technology have evolved to the point where businesses can reach out to their consumers in an instant and direct way. Social networking, Twitter, email and text messaging all give your business the unprecedented access of having your finger on the pulse of a target audience.
Unfortunately, as a consumer, I rarely hear about the findings or conclusions from the many surveys I complete. How do I know if the valuable feedback I’m providing is read by anyone or even taken seriously? If I knew that my feedback would lead to a better customer experience, I would be much more motivated to participate in these surveys.
Well, smart companies are beginning to address these concerns. Survey software has advanced so much that we can easily highlight intricate trends and details. No longer do you have to be an Excel or SPSS savant to create a quality report. The hours spent on Excel, or your enterprise system, are not necessary anymore; that onerous work is obsolete, expensive and resource-heavy. Companies can now easily manage their image, message and brand through direct customer feedback.
Survey software has made it possible for companies to demonstrate an appreciation for their most precious asset of all — their consumers. Do you consider your company a good listener? Tell me how you express an appreciation for customers.