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Why should you bother?

The life blood of any business is good customer service. New customers are important but good customer service will help generate customer loyalty and repeat business. With each satisfied customer your business will secure many more customers through word of mouth and you should always keep in mind that if you are not taking proper care of your customers there is always a competitor that will.

Online customer satisfaction surveys will demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide.

Where do you start?

Objective – Before you start compiling your survey you should first consider what the objectives of the survey are, in that way you will remain focused and find it easier to decide what questions to ask.

Analysis – In addition to the objectives consider how you will analyse the answers having completed the survey.

Keep in mind that ‘closed’ questions (where the respondent is asked to choose from a limited number of responses) are easier to analyse than ‘open’ questions (where the respondent can reply in anyway they want).

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Calling all writers and freelance journalists, editors and publishers. Now’s the time to breathe more life into your copy. Turn your articles into living pieces that spark measurable debate and that allows you to engage with your readers mind and soul – we’re talking revolution.

As it was in the beginning

Publishers have for many years relied on letters to get feedback from their readers and although email has opened up this method of communication it is still time consuming and difficult to monitor and process, and for the more popular articles, it is either a case of only a fraction of the received correspondence ever being used, or where online comments have been allowed, well written and good comments can be buried under poorly written and abusive comments.

Let’s face it, as well as being an overhead for the publisher, to most people it is an unrewarding medium in terms of effort required and response received, just think of the number of letters that go unpublished and unread.

As it is now

The Internet has brought new channels of communication and created opportunities that allow us to challenge traditional methods. The Internet has matured, no longer the preserve of computer geeks but an everyday technology that has been embraced globally, by the young and old, allowing the traditional way things were done to be re-evaluated. There is now the opportunity for newspapers, trade journals, magazines and ezines to change the mental process.

When people read an article they often would like to comment, and historically this has required them to feel strongly enough to put pen to paper; or with the creation of the Internet send an email or write a comment. Emails make communication easier but they still take time to compose and time for the majority, is what they haven’t got.

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