There is not a question in my mind that no one knows what the experience is like working with my company better than my customer. I utilize tools such as online surveys to capture imperative feedback that is essential to running my business in the most effective manner. Using online surveys can get you priceless information that can lead to you better accommodating customer needs with your services in the future. However, what about your internal process? Is your shop running as smooth as possible? How is the quality of your product (in your employee’s opinion)? What are your customers saying to your employees taking calls? How about your drivers, are they as proud of the final product as you are?
You can easily get this information with a simple survey you hand out to your staff. The first step you need to take is to promise you will not hold any negative comments against anyone. Now, with that being understood and agreed upon, you are ready to hear what you really need to hear about your business. It is the best feedback you can ever get.
I started this a few years ago, and today I am not the only one who feels our company operation at Mother’s Day is exceptional, so do my employees. I saw that we listened to comments from the past, and so did they. We improved in many areas and where we struggled was shared with all. For example, they had problems looking up items on the web when we inactivated them (we’ll have a fix for that so next time anyone can have access to items, active or not). Some comments are as simple as that and others could be more serious.
In my opinion, if you truly care about your business, you should care about your employees comments most of all. They know what is and isn’t working. They will be glad to share comments and you will be glad they did, too.
On the survey, keep it simple: What did you notice? Use who, what, where, when types of questions. What could have been better? Did they get any customer feedback, what did they think?
We would be more than happy to share our survey with you if you would like to utilize it with your staff. Trust me, you’ll be happy you did. Contact us at 1-866-768-2420 for a free copy of the survey that we used at Beneva Flowers.
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