Remodeling customer surveys
What the survey never asked: If I'd recommend the company, and what I'd say if I did (or how I would recommend against them). This national company, known for its transportation solutions, squandered a free opportunity to understand word of mouth.Main Street's sophisticated contact management and weblead tools collect online survey data (transaction, showing, CMA, homefinder, relocation, recruiting, mortgage, concierge) and may apply followup rules.Which leads us to what a good survey does to gather valuable customer feedback:
Its first question is: "Based on your recent experience with us, would you recommend us to your friends, family, colleagues, etc.?" Yes, no, or I don't know are the possible answers. (You could use the Net Promotoer methodology here, too.)
For example, based on the survey results, additional information can be sent to the customer (email, text or pdf/print) and internal followup campaigns can be launched at the agent/team, staff or manager level.
Finally, all of this information is stored in one place, your contacts (along with all of your other client activities).