Small Business

Tapping the Power of Feedback


By Karen E. Klein Q: I own an executive-recruiting agency. I'd like to establish a follow-up program to check in with my clients and ask what they thought of my service, if they would use me again, and if not, why. I want theesponses to be anonymous, because I know people won't be completely honest otherwise.Where do Istart? I can't afford to hire a marketing firm.-- C.J., Whittier, Calif.

A: Surveying your clients is a terrific way to get feedback and keep in touch with people that you want as repeat customers. Your willingness to put out a survey and -- presumably -- heed the constructive criticism that comes back to you shows your clients that you're interested in improving your service.

The good news aboutcustomer-satisfactionsurveys is that technology automates the process, making itcheaper and easierthan ever. And you don't have to hire a marketing agency to conducta survey for you.The bad news: With the ease and cost-effectiveness of surveys, an epidemic of "survey fatigue" is spreading. If your customers are inundated with surveys every time they do a transaction online or over the phone,it may be tough to get them to respond.

Jonathan Goldhill, principal of Los Angeles-based The Growth Coach, says he has conducted a couple of automated surveys andfound good results. "You can get honest responses by the usual method of assuring respondents that their responses will be anonymous and kept confidential," he adds.

THEIR SITE OR YOURS. You don't need any particular technical expertise, because online survey companies typically allow you to open an account, pay via credit card, set up yoursurvey, andsend it outvia their Web site,so you don't have topurchase or install software to do the job.

Most online survey companies allow you to choose whether you want to pay for access to their site for a particular period of time, on a survey-by-survey basis, or based on how many responses you get (this option is typically for a large company sending out many surveys). Goldhill recommends Zoomerang andSurvey Monkey. Prices are reasonable: For $75 a month, or $599 a year, you can buy premium survey package from Zoomerang. It also offers a basic survey package that allows you to set up a short survey and view results online for a limited time, for free.

Tampa-based E Solutions offers a content-management program that enables businesses to conduct real-time surveys on their own Web sites. Depending on the complexity and project size, costs range from around $200 to $2,000.

You can send out a link to the survey, which would be housed on your site but on a concealed page not available to the general public, ina thank-you note after a transaction or service is completed, says Ken Brasch, regional sales director for E Solutions. Such a survey could give clients the option to add their name orsubmit their feedback anonymously.

FREEBIES MAY HELP. A nice feature of the online survey is that you typically get results instantly, so you can takecorrective actionimmediately or use feedback proactively in your sales and management departments.

Once you're up and running, the real challenge is getting your clients to actually complete the survey."I recommend that you give away something of value to them that will encourage them to reply," Goldhill says, "perhaps a discount on their next service, or a related service that they all use. Carefully thinking through this offering can make the difference between a successful survey and one less informative."

If you want to offer a rewardfordoing the survey, but you also want to give participants the option to take it anonymously, you can use a third-party reward-fulfillment center, Brasch suggests. "Once yourclient fills out the survey and clicks the'submit' button, they get taken to a'thank you' page, and they fill out their information for the reward. But that information doesn't go backto you," he says.

GIVE A HEADS-UP. Along with an incentive, consider time constraints. Make sure the survey is brief -- no one has timeto spend more than a couple of minutes -- and to the point. You mightinclude one or two long-answer forms, where your customers can write in their own responses -- but no more than that.It's much less dauntingto check abox than it is to composeparagraphs.

Askan employee, colleague,or trusted customer to help you decidewhich questions will elicit the most helpful, forthright answers about your service. Also, tell clients in person that you'll be sending them a survey after the transaction is completed and that you hope they'll take a moment to fill it out. Explain that you'reinterested in finding ways to deliver extra value to yourcustomers in the future, and you covet their input onhow to do that.

If your clients are expecting a survey and know you're anxious to hear what they think of your company, they're more likely toparticipate than ifthey just get an unwanted e-mail in their inboxes.

Have a question about your business? Ask our small-business experts. Send us an e-mail at Smart Answers, or write to Smart Answers, BW Online, 45th Floor, 1221 Avenue of the Americas, New York, N.Y. 10020. Please include your real name and phone number in case we need more information; only your initials and city will be printed. Because of the volume of mail, we won't be able to respond to all questions personally. Karen E. Klein is a Los Angeles-based writer who covers entrepreneurship and small-business issues


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