How can you be certain what your customers think without asking them or conducting customer surveys? Customer surveys give insights about what your organization is doing well and also what it may need to improve or where it may need to better manage customer perceptions. Feedback is central to everything we do in life and the same applies to organizations and their customers.
Customer surveys and feedback should be an imperative
Take the time to capture a clear view of your customer’s experience and their views about your organization.
Customers often tell many other people, and don’t tell you, that they are unhappy with the service or products you are providing. They may have tried to tell someone or they did not have a process or mechanism to give their feedback.