Can you do a good job if you only have a third of the information you need to get the job done? Probably not – yet that’s what most companies do every day.
The average response rate to a customer survey is 33%, according to recent research from SurveyAnyplace.
So what do the other two-thirds think?
What if it’s only your fans responding? You might mistakenly think you’re awesome. Meanwhile you have a lot of haters out there, and you aren’t changing anything.
Or what if it’s only your dissatisfied customers responding? You might conclude your experience is awful, and waste resources trying to fix it when, all along, two-thirds of your customers really like you.
The cure? Get more feedback from more customers more often.
The problem is how.
This can help – five research-proven tips on improving survey responses.
https://www.customerexperienceinsight.com/how-to-get-more-customer-feedback/
"We put the customer first!"
You've definitely heard this phrase before -- and probably from more than one company. This statement is a foundational promise in countless mission statements, website headlines, and choruses of customer service teams everywhere. Today, it's hard to find a company that doesn't say, "we put the customer first" in some part of their messaging.
But here's a tough question: how many of these companies go beyond a marketing message and actually take the necessary steps to put their customers first?
According to new HubSpot research -- not nearly enough of them. We found that an astonishing 42% of companies don't survey their customers or collect feedback.
How can your company claim to put the customer first if you aren't making the effort to listen to what your customers have to say?
https://blog.hubspot.com/service/state-of-service-2019-customer-first/
