Do you remember how we started 2020 full of optimism for the new year and new decade? Although it didn’t happen quite as we imagined, we made it and here we are in the third week of 2021!
At Essential PR & Marketing, we have settled back into the rhythm of work. Meetings are happening via Zoom – a word that no longer conjures up images of a fruity ice lolly – and we are working with clients on plans for new projects which is very encouraging.
This week we’ve been analysing the results of a customer satisfaction survey which is something that one of our clients conducts every two years.
You might think now is an odd time to ask customers about their satisfaction levels, but having already postponed the survey from the spring, we didn’t want to delay further as we benchmark the results against previous surveys.
The response rate was better than expected and respondents were appreciative of the efforts which have been made by this client over the past ten months.
The lovely comments have given a fantastic morale boost to staff who are on the ground delivering the service.
Perhaps what was most revealing and useful about the results was the insight into the changing needs and wants of clients. This information will be invaluable for shaping the service over the next year so the client can maintain a high level of customer satisfaction and attract new customers too.
If you are contemplating whether to go ahead and conduct a customer survey, just do it because if you ask the right questions, you will find the answers will inspire your direction of travel in 2021.
Contact us if you need a helping hand with your next customer satisfaction survey or customer engagement programme.