Customer Survey Best Practices

Last week, I asked several printer owners the question, “How are you using customer surveys to coach your team, drive performance and engage your customers?” I hope you appreciate the following unedited, in-the-trenches, e-mail responses shared by these owners.

Dallas—“As I receive each reply to a survey, I respond to the client, thanking them for taking the time to complete the survey. If they’ve responded with any feedback other than checking the appropriate buttons, then I’ll address that also. In the survey, we’ve listed other products and services we offer that they may or may not purchase from us. In the response e-mail I ask for an appointment to meet and discuss these areas with them.