Are your customers happy? Are you sure? Find out when you send out a customer loyalty survey.
You probably already know this, but it bears repeating: Research on consumer loyalty says it costs five times as much to gain a new customer than it does to retain an existing one.
Are your customers happy? Are you sure? Find out when you send out a customer loyalty survey. Start asking the tough questions about consumer satisfaction to discover consumer loyalty trends as part of your marketing activities and get the insights you need to keep your customers where they belong—with your company.
When you understand shoppers’ interests, goals, and pet peeves, you can adjust and refine your inventory and service to keep them coming back for more. Here’s how.
Ask your customers if they would do business with you again. It might be nerve-wracking to hear about a client who may never come back, but it’s information you absolutely must have. Is it your great service? The customer loyalty card? Habit? Not only does it give you an opportunity to correct the issue, but it helps you solve the problem for future shoppers.
Consumer loyalty statistics show referrals are one of the top ways to get new business. If a customer is delighted, they’ll talk about it with their friends, family, and social networks. If a client is merely satisfied, they may not. Get your company to the enviable position of enjoying word-of-mouth referrals when you conduct a customer satisfaction survey. Many businesses use a Net Promoter Score survey to discover if their customers are apt to refer them to their friends Learn about how to earn consumer trust and started getting new referrals. You can also discover if they’ve already made referrals, and if so, what encouraged them to do so.
Learn about what they like
Getting customer feedback is a great way to pinpoint why consumers return. Ask some of your best customers to answer questions about their brand loyalty and you may be surprised by the results. For instance, you might be extremely proud of your apple pie, but it’s actually the coffee that gets people in your restaurant’s doors.
Even better, learn about what they don’t like
Thicken that skin and invite criticism with a questionnaire on consumer loyalty that expects brutal honesty. From the color of the walls to the music you’re playing, little things add up to the total experience. If you have an appropriate audience, you might even think about making this kind of customer survey a little tongue-in-cheek. For example, invite customers to “let us have it,” and provide fun, humorous response options.
Learn how to measure what your customers like—and dislike—over time by reading our ultimate guide to collecting customer feedback.