Companies that provide services like plumbing, office cleaning, social media marketing, and tutoring have unique customer service needs that go beyond those of retail shops. Instead of focusing on whether a product fulfilled the customer’s needs, you must focus on a diverse range of interactions and outcomes in order to determine overall satisfaction. One of the best ways to get this all-important feedback is through sending out a business survey. Although these work well through email, landline texting offers a truly convenient way for clients to share their opinion.
How do you get honest opinions of people you provided services for the past? The first step is to get their phone number so you can send them text messages as the main form of communication. Allowing your customers or clients to opt in and out again is an essential part of the entire customer service process and helps you avoid spam complaints and frustration. The second step in the process of getting important data about your service company’s impact involves creating an engaging survey that people are willing to complete.
Although service companies in different industries and niches should ask different types of questions specific to the things they provide, these survey questions will help build a firm foundation of knowledge that helps you improve every aspect of your business. Remember to mix up types of questions – multiple-choice, open-ended, rating scale, etc. – to generate the most interest in survey completion and get the most detailed information possible.
1 – What Were Your Goals for Using Our Service and Did We Meet Them?
Even if your company provides a relatively straightforward service, different clients can express a diverse range of goals that they were looking to accomplish. The first part of this question allows you to figure out if you are marketing effectively to people whose goals you plan to fulfill. In part, this question creates a psychographic profile of your most responsive target audience. It helps answer the question “why did you want to buy our service?”
The second part focuses on whether those people who received your marketing message got what they wanted from you. If you discover a discrepancy between the two parts of this question, you may have to readjust marketing content or how you communicate and results to the public.
2 – Who Are You and How Did You Find Us?
Even though business texting lends itself to short messages, you will not actually ask “who are you?” in a survey. In most cases, the survey itself is hosted on the website or another platform and you would send the link to the opt-in customer list. This question deals with both demographics and marketing reach. It is a great way to identify new avenues for advertising more effectively. You can match personal information like age, gender, income, and location with effective marketing platforms or methods both online and off.
3 – How Has Our Service Improved Your Life or Business?
The specific focus of this question depends on whether you offer services to individuals or businesses specifically. For example, you can ask specifically if your tutoring services improved the grades or test scores of the student, your social media marketing services boosted revenue for an online business, or your housecleaning gave the family more time to enjoy fun activities.
4 – How Would You Rate Our Customer Service?
If you ask for a simple star rating or a yes/no answer to this type of question, you will not receive enough information to make improvements in the service you provide beyond the job itself. Word this open-ended survey question in such a way that the recipient knows you are talking about things like communication, professionalism, friendliness, and promptness of replies to questions and concerns.
If someone hires a plumber, for example, they expect their sink to get unclogged. They should also expect someone who covers dirty boots before coming into their home, a respectful greeting and demeanor, and follow-up in an unobtrusive and caring manner.
5 – What Improvements Would You Like to See?
Never represent your service business as the ultimate perfection to customers or clients. It is much more effective to indicate that you constantly strive to improve. Not only does this demonstrate your fervent desire to bring the best possible services and customer care to your audience, but it also allows them to become a part of those improvements. This is the type of thing that customers want: a voice and influence on the companies they choose to do business with.
When you send the link to your survey through a text message after you complete the service, express how valuable their input is to the overall process. Think people who take the time out of their busy schedules to answer the questions and let them know that their feedback will help you make what you offer even better than before.
6 – How Likely Are You to Recommend Our Service to Others?
The ultimate benchmark for success for any service provider does not have to do with sales or revenue. Instead, it has to do with impressing clients so much that they will eagerly recommend you to their friends, family, and neighbors. If you provide business services, you can specifically ask if they would recommend your service to another professional they respect. If you finish your service business survey sent through a great landline texting platform like ours, follow-up with a message thanking them for their participation and pointing out any loyalty programs or referral rewards they could receive.
Collecting this type of information from past clients will help you transform not only the services you provide but your entire customer care process. Understanding strengths and weaknesses only lead to improvements that can boost revenue, build a stronger reputation, and ultimately spell success. It does not matter if you train bodybuilders, lay tile floors, design marketing graphics, or walk dogs in the neighborhood. Business texting and effective survey questions allow you to grow and change in the most positive ways. Customer feedback makes it possible.
0 Comment