Improving loyalty is a big reason companies survey customers.
The challenge is finding ways to actually accomplish that goal. Customer service leaders tell me confidentially that analyzing survey data is a struggle. Getting leaders to take meaningful action is another tough task.
There's one survey feature that can immediately improve your results. Seriously, you could implement it today and start reducing customer defections.
What is it?
It's the contact opt-in. Here's a run-down on what it is, why it's essential, and how to implement it immediately.
What is a Contact Opt-In?
A contact opt-in is a feature at the end of your customer service survey that allows customers to opt-in for a follow-up contact.
The opt-in does three important things:
- It allows you to follow-up with an upset customer and save their business.
- The survey itself remains anonymous, which is important to some customers.
- The opt-in doesn't promise a contact, it just gives you the option.
Best of all, it's really simple. Here's a sample opt-in:
May we contact you if we have additional questions?
Just make sure you add fields to capture a customer's name and contact information if they say yes!
Why are Follow-ups Essential?
There's a widely held perception among customers that surveys are meaningless.
That's because we're inundated with survey requests, but we rarely see any meaningful changes as a result of our feedback. Many customers are convinced their feedback is routinely ignored. (Spoiler alert: they're right.)
A follow-up tells customers you're listening. It demonstrates caring and empathy. Some customers have told me they were surprised and amazed to get a follow-up contact!
Now here's the best part: you might even be able to solve the problem and save the customer!
Data provided by the customer feedback analysis company, Thematic, shows that customers who give a "0" rating on Net Promoter Surveys have a lot more to say in the comment section than customers who give other ratings:
“Detractors across dozens of companies we’ve worked with complain about the inability to contact the company about an issue they have, lack of communication, or difficulty finding information on how to fix an issue themselves”, says Alyona Medelyan, CEO at Thematic. “We have also observed that many customers leave their full name, phone number or reference number in a free-text comment. Detractors are three times more likely to leave contact details than others.”
This presents customer service leaders with two choices:
You can ignore all that anger and wait for the customer to tell family, friends, and colleagues or you can contact the customer and try to iron things out.
How to Implement a Contact Opt-In
The process is very straight forward.
- Add a contact opt-in to the end of your survey.
- Review your survey for opt-ins (I recommend daily).
- Contact as many customers as possible, especially angry ones.
Through trial and error, I've found that a phone call often works better than email or other channels for following up. It's easier to have a dialogue if you catch them on the phone and a surprising number of customers will call you back if you leave a message and a phone number where they can call you directly.
Here are a few other tips:
- Empower your follow-up person (or team) to resolve as many issues as possible.
- Use customer conversations to learn more about their situation.
- Summarize feedback from customer follow-ups to identify broad trends.
Some leaders worry about the time required. If that's your focus, your head's probably not in the right place.
Here are three compelling reasons why you definitely have the time:
- Follow-up is optional. You don't have to contact every single customer.
- Saving customers can directly generate revenue and reduce servicing costs.
- Fixing chronic problems leads to fewer customer complaints in the long run.
Here are some additional resources to help you turn your survey into a feedback-generating, customer-saving, money-making machine: