Question

Topic: Customer Behavior

Customer Survey Follow-up

Posted by tech_marketer on 8/25/2009 at 11:44 AM ET 250 Points
Hello, we administered a customer survey a while ago to ask about user's experience with our product. It was a mediocre response, but we got some useful feedback -- some happy customers and some dissatisfied customers. We would like to follow up with them but I'd like to understand the etiquette in these matters and make sure I'm not badgering them. First of all, the survey said "your information will not be used for any purpose other than improving the quality of our product." So two questions:

(1) For the dissatisfied customers - can we call them up and get more information about their issues. I'm assuming this is okay (or not?)

(2) for satisfied customers - can we call them up and discuss their experience, and follow-up with a request for a quote or success story. Is this acceptable?

Thanks...
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RESPONSES

  • Posted by CarolBlaha on 8/25/2009 at 12:01 PM Accepted
    By all means call the customer. In the case of the unhappy ones, you may win them back. Often, they just want to be heard.

    I am pretty vocal about being dissatisfied or receiving outstanding service and get call backs all the time.

    For the unhappies-- call and apologize you let them down. Ask if they could share more about the experience. Praise them for sharing and preventing a potential reoccuring situation.

    For the happies-- tell them you were so moved by their comments you wanted to call and thank them. Then ask if you can share their comments, testimonial, etc

    You may notice most testimonials don't use a clients full name. Here is a comment from actual client John S....
    In which case you can use without permission.
  • Posted by tech_marketer on 8/25/2009 at 3:16 PM Author
    Sorry NuCoPro,

    I inadvertently clicked the "Accepted Checked Answers & Close Question" button too early. I actually tried to check yours off but it wouldn't let me...

    will check with the administrator...
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