Sending out a post-sale rating survey is super important if you want to make sure your customers are happy.
It’s also a great way to figure out what you can improve on and the best way to follow up with each customer.
What Is A Post-Sale Survey?
If you've ever purchased from an online business, you will have most likely received some form of customer satisfaction survey a little while after.
Most businesses send out this type of survey to find out how they did on products and services. They then keep this feedback and use it to make future changes to the way they sell.
We want to propose that you take this one step further.
Rather than just sending out a standard customer satisfaction survey, why not create an intelligent post-sale survey that really drills down into what your customers are thinking and what you can do to improve instantly?
We're going to help you out a bit here and share our post-sale survey strategy…
The Best Time To Send The Survey
It's always best to send out the post-sale survey a couple of days after your product or service will have been delivered.
This could be 1-2 days after your live webinar, or after they downloaded your training course.
You want to make sure that your customers have had enough time to try out what you are offering and figure out what they think of it.
Make sure you don't leave it too long though. You want to be fresh in peoples minds when they complete your survey.
This way you'll get the most accurate and insightful answers.
What Should You Ask?
You certainly don't have to use all of these question ideas in your survey. In fact, if you do people will probably get bored before they hit complete.
We recommend you ask 3-5 questions in your post-sale survey to find information specific to your business.
Here are some examples of questions you can pop straight into your survey.
Products and Services[bullet_block upload_icon=”https://blog.responsesuite.com/wp-content/uploads/2018/02/Response_Suite_Icon_Blue-01.jpg” style=”size-16″ small_icon=”1.png” width=”” alignment=”center”]
- Ask them to rate their purchase.
- Is it what they expected?
- Did they find it useful?
- Would they recommend it to a friend?
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- How would they rate the customer service?
- How would they rate the communication?
- Did they receive enough updates from you?
- Was it made clear who to contact if there was a problem?
Delivery of Purchases[bullet_block upload_icon=”https://blog.responsesuite.com/wp-content/uploads/2018/02/Response_Suite_Icon_Blue-011.jpg” style=”size-16″ small_icon=”1.png” width=”” alignment=”center”]
- Did they receive the product or service on time?
- Were there any technical issues?
- Did they receive their confirmation link within 1 hour?
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- Did they find everything they needed on your site?
- Did they find your site easy to navigate?
- Ask them to rate your site on how easy it is to use.
What You Should Do With The Results
Now, this is where it gets interesting.
What you choose to do with the results of your survey can really make you stand out from the crowd and keep your customers coming back for more!
This is where you can show off your sales and customer services skills…
If you receive a 5 star rating (round of applause), you can ask for an official review or testimonial.
This means that your customers love what you're doing and probably want more. Why not direct them straight to more products that you think they will love?
If you receive a 1 star review (uh-oh), you can follow up with an email or call from your customer services department.
Research from Bain and Co. shows that just a 5% increase in customer retention can increase profits by up to 95%.
Now that you know your customer isn't very happy, don't just leave it there. Get in touch and find out exactly what you could have done differently.
You might even be able to convert them back into a loyal customer just by showing that you're willing to go the extra mile for them!
For more unconventional ways to use surveys to grow your business and make more money, take a look at the full article by clicking here.
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