Reaching new customers can be challenging, which is why it’s so important to retain existing customers. One way to do this is to conduct post-sales surveys to gauge whether customers are satisfied with your products and services.
When you ask customers for feedback and take action to improve your brand, customers feel heard and appreciated. As a result, they’re more likely to stay on with your brand. This also makes the overall customer experience better for the next customer that comes around.
Here are some tips to conduct an effective post-sales survey:
- Keep your survey short and simple. Long surveys discourage people from responding. A mix of a few multiple choice questions and 1 or 2 open-ended questions should do the trick. Also, keep the wording of your survey simple and to the point.
- Be prompt. If you send a survey via email a week or two after your customer purchases a product from you, they may have turned their attention elsewhere and will be less likely to respond. Surveying your customers in real-time, either at the checkout page or via an email immediately after their purchase, may lead to better response rates. Plus, customers will also remember the interaction better and provide more accurate feedback this way.
- Automate your survey. Sending survey forms to customers manually via email is an impossible task, especially when you’re dealing with a large amount of sales. Technical things like this can be daunting, but don’t worry. You can hire freelancers on sites such as Fiverr or Upwork to help you set up this automation on your website or via email.
Like they say, if you don’t ask, you don’t know. So always ask for feedback!