Rock The World With Customer Surveys

Customer surveys is a very simple title for an article, but one that is normally hidden away in the strategies and complexities of customer management and, in particular, in the customer service cycle jungle.

However, customer surveys should be seen as a vital tool in the customer service cycle in order to identify customer needs, provide the product and/or service that the customer wants, and to monitor the levels of customer satisfaction.

Historically, the problem with customer surveys was that the supporting industry around them really did not offer what most companies wanted when it came to delivering surveys.

The options were either too expensive, using marketing agencies, or just not good enough when deploying the customer survey option hidden away in the Enterprise Resource Planning (ERP) application that your company had chosen.

Most companies, whether they were small to medium (SMBs), and many large companies, still reverted to manual surveys. Truly a valiant attempt in the ever more increasing complexity of providing what the customer wants, and when they want it!

And then came along a few very clever companies that rocked the world of the customer service cycle by providing web based customer survey solutions that really did make it easy to deploy surveys smoothly, efficiently, and inexpensively, using the Software as a Service (SaaS) model.

For those of you that still are confused about SaaS, it can be defined as a modern software and services deployment approach where the application runs on the vendor's servers and the customers use a web browser.

The effect has been fairly devastating to the marketing agencies and ERP providers. They have had to invest in providing better services, and sharply reduced prices, just to try to compete with web based customer survey solutions.

However, they can never really catch up with companies that specialize in offering SaaS solutions and services in Customer Relationship Management (CRM).

Agile companies, such as CRM Asia Solutions, can offer SaaS solutions for end to end CRM applications, e.g. Zoho CRM, email marketing applications, and web based survey solutions such as their latest product “Survey Squirrel”, a complete and effective web based customer monitoring solution. Survey Squirrel, without doubt, “does reach people that others cannot”

The functionality of Survey Squirrel includes really easy access to common tasks such as creating and managing surveys, and offers, as standard, many different types of questions and a host of ways of deploying your surveys.

You have full control over your respondents' experience which includes everything from titles, styles, logos and language settings, to the behavior of the survey window and the ability to return and finish the survey at a later time.

And you can distribute your survey to participants by displaying a link on your website, creating a pop-up survey on your website, or by sending invitations via email. You can even embed the survey within your existing web pages, and it will be consistent with all of the other features on your website.

The results or outcomes in marketing terms are detailed flash-based graphs, based on survey responses, survey respondents, and individual responses in real time, and a real time view of graphs that break down responses by date, referrer, country, browser, and operating system.

In summary, it comes as no surprise that many SMBs, and even many larger corporations, are replacing their focus groups, complaint registers, suggestion schemes, customer comment cards, et al, with a modern way of monitoring, adjusting and reviewing customer service with SaaS delivered Customer Survey applications such as Survey Squirrel.

Read more about CRM Asia Solutions’ customer survey application, Survey Squirrel here. And for more information on our Survey Squirrel services here.

Go out and rock your customers by effectively improving your understanding of their perceptions, feelings, and needs. Go rock their world!

For more information on Survey Squirrel please contact us here.