“Day 1 and not one customer had taken a survey, yet my employees were noticeably more customer aware – everyone knew that their performance was subject to a survey. Positive results were immediate” – ReallySimpleSurvey Client

Most companies when asked overestimate the actual level of customer service they provide. When RSS dives in we give real time feed back of your actual customer service level. A recent study by Bain and Company found:

“Ninety percent of clients say they were ‘focused’ on the customer. Eighty percent believed they delivered a ‘superior experience’ to their customers… when we asked those same customers in another survey to rate the providers of goods and services they bought from, they only gave 8 percent of those companies a superior rating.”

WHY A REALLY SIMPLE SURVEY WORKS:

  • Informing your employees that you will be measuring customer service has been proven to generate better overall employee performance.
  • A real time survey gives an unhappy customer an independent forum to voice their displeasure. Immediate action by RSS and our client can convert dissatisfied customers into neutral or happy customers. Immediate resolution of a problem is crucial in order to prevent negative recommendations via word of mouth, online reviews or blogs.
  • A well written simple survey optimizes participation and gathers quantitative data that can be utilized enterprise wide.
  • Referrals are more likely once someone has taken the survey as they are now aware that you are seeking referrals and it is on the tip of their tongue.
  • Marketing. RSS’ as Simple Business Builder will organically grow your permission based email list. You will be able to see who has opened emails, forwarded email to friends and clicked through to your website. RSS saves each of your client’s email addresses in a file ready for you to use if you would like to connect electronically by delivering coupons or newsletters to these customers.
  • Having an RSS survey generates referrals. Studies have shown that in order to gain a personal referral someone must believe they have a good relationship with the company and the company understands them, listens to them and shares their principles.
  • Surveys signal to the customer that customer service is important to you and that their input is important to you and yet you are also respectful of their time.
  • Low survey participation indicates a lack of interest in improving your product and a customer base that is indifferent to your product. RSS research experts will assist you to find a way to reach and convert these customers to supporters will be crucial to long term growth.
  • RSS encourages our client companies to offer a reward in the form of a meaningful coupon. This coupon rewards the person for taking the survey. Once the survey is completed, your client feels a vested interest in bettering the company and will be likely to redeem the coupon and bring referrals. Upon presenting the coupon your client will be identified as a fan of your company and your staff will be given an opportunity to further cement the relationship between the company and your customer. Upon leaving completely satisfied your client and the referral they brought are likely to spread the word about the superior service they were given.

RSS believes the quality of customer relationships is as important an indicator for future business as is past financial performance. Businesses spend large amounts of money on auditing past financial performance in order to predict future numbers yet have no way of monitoring customer satisfaction. RSS Surveys are the operational tools that allow owners and managers of companies who value customer service to assign accountability and measure progress. Without an independent tool to measure consumer loyalty, companies will simply spend money trying to buy market share via costly marketing efforts such as mailers, coupons and online media campaigns.