Reader Questions Answered! How to Survey Customer Satisfaction

"You talked a lot in Las Vegas about surveying our customer satisfaction. Do you have some sample formats to use? Specific questions to ask? About the store in general and specific classes?"

This one is easy! The best way we have ever found to find out what your customers think about anything is to ask what we call The BIG Question. The BIG Question is this:

"What ONE thing could we do to __________________________________ ?"

You know what's going on in your market -- you fill in the blank. You might ask, "What ONE thing could we do in 2006 to improve our customer service?" or "What ONE service could we add?", or "What ONE thing could we do to make it more convenient for you to shop in our store?" You can change your BIG Question as often as you like!

When you ask for one thing customers are generally more than happy to share their ideas. We're willing to bet that you will start to hear some of the same things over and over and over. Make a list of customer responses and add or fix as many suggestions that you can.

You can ask this question in person or over the telephone just before you end the call. And your store associates can ask as well.

Georganne & Rich


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