What Do Your Customers REALLY Think?

One of the big issues for many businesses (particulary with the economy going abit pear-shaped) is retaining their customers.

I speak to many business owners and when I ask them what their customer feedback is like, I get the typical response - "They're all happy". The next question is how do you know? "I ask them".

Unfortunately the typical kiwi response when asked "how do you find our service?" is that everything is fine. Most people just want to avoid conflict and will tell you what you want to hear, not what they really think.

On the other hand, if it's a third party asking them, and they know it's anonymous, then they'll be frank and open. That's how market research companies have forged a market fior themselves.

You don't have to pay a fortune to market researchers for this sort of feedback. For example, RockSalt provides a service whereby we can launch a small but effective customer survey at a very reasonable price (just contact me for further details).

Just remember, if you let a client stew on an issue you're likely to lose them. If you have a chance to remedy it, and you actually follow through, you can turn a problem into an opportunity.