16 most common mistakes. When surveying customer satisfaction, companies make numerous mistakes.
As a result, there is no improvement in activities, only discouragement from surveys.
And instead of increasing revenue and profit, the company incurs losses.
Common mistakes in Customer Satisfaction Surveys include:
Conducting the research with your own resources
Companies that conduct their own research should be aware that in-house research is usually:
- less objective
- less prepared
- lasts longer
- more expensive
2. Incorrectly prepared study.
16 most common mistakes. Good study preparation is the india car owner phone number list most important part of the Customer Satisfaction study.
Even the best conducted study, but poorly prepared, will be a loss for the company.
3. Preparation of survey questions and weights
This is one of the most important aspects of the study. The most important questions for the company must be included in the study. The questions are of different weights. To what extent will the information obtained affect the key results of the company?
4. Length of the study.
16 most common mistakes A common opinion is that the more we learn from customers, the better.
That is why subsequent studies contain more and more questions.
The effect: the company discourages its customers from providing information and from cooperating with the company.
5. Skipping the most important issues
Dilemmas: What to ask? What is not worth asking? Which question will affect the strategic development of the company? How to ask it? Among the key steps and advantages of wechat many questions, information of the greatest importance will be missed.
6. Less important aspects.
Less important issues should be skipped so as not to waste time and money.
7. Preparing the answer.
This is also a very important aspect that facilitates the analysis of the research results.
8. Target group.
The most common mistake is to ignore important customer groups. The company has potential, but does not use it.
9. Customer touchpoints.
A common mistake is satisfaction surveys that do not cover all customer touchpoints.
10. Cyclicity of research
Conducting cyclic, professional research ensures ongoing monitoring of the company’s activities and market trends. It guarantees constant improvement or maintaining high results.
11. Research method
The selected method is the basis for reliable results. It is worth remembering that the results of the most well-known NPS method in corporations are not very precise and do not provide reliable results.
12. Research form.
Wanting to save on costs, many companies choose the bulk lead cheapest form of communication and obtain little important information.
13. Analysis of research results.
A good analysis is a key point of the research.
14. Feedback from the study
Without feedback there is no point in conducting the study.
15. Poor communication of the study.
90% of companies focus on aspects that discourage employees from research.
16. Incorrect timing of informing about the study.
Over 80% of companies inform employees about the study at the wrong time.
As a result, the effects are different from expectations.