We launched a customer satisfaction survey on the website about a month ago and to date we have had seven replies. Considering there were 14,000 visitors to the website during September this is a very, very poor return rate indeed (0.05%). And this got me thinking?
I thought about why the response has been so poor, indeed massively lower than any postal or telephone customer satisfaction surveys I have previously been involved with.
Perhaps we didn't promote the survey well enough, maybe website surveys generate much lower return rates compared to other methods or is it that we are all just completely Surveyed Out? By 'surveyed out' I mean totally fed up with receiving survey after survey, which has been exacerbated in recent times because of the requirement to monitor customer satisfaction contained in ISO 9000:2000.
I'd be very interested to hear any comments you may have, what is your position on customer satisfaction surveys - do you complete them? Personally I only complete them when I'm either very happy or unhappy which is not very helpful I know. Also what methods do your organisations use to monitor customer satisfaction, and how successful are they?
By the way if you have the time please take our One minute survey.
Regards,
Simon
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