Customer surveys allow tow truck businesses to collect large amounts of customer feedback within a short period with minimal efforts required of the customer. Getting such insights helps businesses quickly and easily adapt to customer feedback and request, as well as looking for potential advocates for business testimonials. With all the focus on customer acquisition, it can be easy to overlook one of the biggest potential sources of new revenue out there, and that is from your existing customer base. Data has shown that it is five times more expensive to attract a new customer than it is to sell again to an existing one. Customers you currently have may be key to your company’s massive growth. One of the best ways to achieve this growth is through surveys.
Why use survey
The development of digital survey technology has made it easier than ever to poll your customers. However, with great power comes a great responsibility. When you send few surveys, you will miss valuable feedback. When you send too often, you risk alienating your customers whom you need for your future. Developing a survey strategy that is informative requires having a good understanding of what you are hoping to achieve with your customer surveys. There are three important types of surveys you need to collect data about. Post purchase survey, net promoter score and product or service development survey.
Post Purchase Surveys
A post purchase survey is sent to ask for feedback on a transaction that has already occurred. It doesn’t necessarily drive growth by stimulating additional purchases. Instead, such a survey allows for improved brand sentiment through positioning your company as one that cares about customer outcomes. It helps identify problems with the ordering process and things that can be corrected about your products and services. You also use the survey to gather additional information about your customers so as to send more targeted promotions in the future. It also helps to deepen relationship you have with your customers.
Net promoter score survey
Adding a post purchase survey to your checkout is a good way to capture business building feedback from new buyers. The goal of this survey is to determine which of your past customers like your brand enough to refer others. In an actual survey, those who score 9 or 10 are true promoters. Those who give you a 7 or 8 can be considered as passive customers while those who give you 6 and below are detractors. In case you receive a detractor score from a customer, you need to investigate to determine what went wrong. During the process, you might gain vital information that is needed to grow your business.
The last type of survey is product or service development survey. The potential of customer surveys to drive future sales is limitless. This survey is aimed at collecting information in advance on what they would like to see and how they will respond to future offerings with the aim of reducing product or service failure upon launch. You can also get vital information on how to allocate your limited resources.