Customer Surveys
How
do your customers think you are doing?
Business today is no doubt dynamic. Customer needs and expectations change. Customer buying habits change. How your employees do their jobs change. The products and services you deliver change.
To continually deliver customer service excellence,
it’s critical for all businesses to implement an ongoing customer feedback
system. Here are several customer surveys to use to uncover what your
customers are thinking. No matter what distribution method you use
–phone, in person, snail mail, e-mail, or fax – this information will be a
valuable business tool to keep customer service at its optimum.
Lost
Prospect Survey
At ABC Business, our number one priority is to provide and deliver products and services that our clients want and value. By completing the evaluation, you will assist us in assessing why we did not meet your requirements.
Please identify the following items that affected your decision NOT to accept the proposal submitted by ABC Business. Please feel free to be completely honest as your feedback is very important to us. Your responses will remain confidential.
Thank you for your assistance.
President
Were any of the following a major factor in your decision NOT to award your insurance program to ABC Business?
1. Price Yes __ No____
2. Established relationship with another Yes ___ No ___
3. Location of our business Yes ____ No____
4. Payment Terms Yes ____ No____
5. Timeliness of Proposal Yes ____ No____
If price was the reason for not be awarded the business, by what percentage was ABC Business’s price higher than that of the selected competitor:
____ Less than 10% ____10-20% ____ More than 20%
Who was successful in obtaining your business? _____________________________
Please rate the effectiveness of the process while working your proposal.
1=lowest 10=highest
Receptiveness and understanding of your requirements and needs of your firm.
1 2 3 4 5 6 7 8 9 10
Presentation of proposal and strategy.
1 2 3 4 5 6 7 8 9 10
Willingness and ability to answer all your questions.
1 2 3 4 5 6 7 8 9 10
Timeliness or response time of initial contact to presentation.
1 2 3 4 5 6 7 8 9 10
Would you contact ABC Business in the future to handle your business?
To
encourage a response and create a valuable sales management and marketing tool:
·
Send the lost account
survey within a week of losing the account.
·
The cover letter should
be from the owner or sales manager.
·
Include a stamped return
envelope, addressed personal and confidential to the sender’s attention.
·
Personally respond to every
evaluation sent back. Depending
on the input you have received, send a hand-written thank you
note, make a thank you phone call, or if appropriate, arrange a meeting to gain
more insight. Use this as an opportunity to build the relationship and reopen a
door.
·
Use the survey response
as a sales management tool to address specific issues with the producer. A
non-threatening question would be “Why do you think the prospect (or client)
answered this way?”
· Follow up two months after the proposal was made. By this time your prospect will be able to assess whether or not your competition has delivered all that was promised and if they are satisfied with their purchase. This contact is best done verbally so that rapport can be re-established.
Customer
Satisfaction Questionnaire
ABC Business is committed to providing you with the best service and knowledge possible in our industry. Please take a moment and give us some input as to how we are doing and how we can serve you better.
Please use the following scoring system:
Not satisfied Satisfied Better than expected
____________________________________________________
1 2 3 4 5
How satisfied are you with the following INTERPERSONAL FACTORS related to the sales and service personnel at ABC Business?
Making effective use of the time spent with you,
either on the phone or in person _____
Promptness in returning phone calls _____
Listening to your needs and responding with options _____
Doing what we say we will _____
Overall performance _____
How satisfied are you with the TECHNICAL INFORMATION we provide?
Knowledge of information and services provided _____
Understanding your business and what services are needed _____
Making cost-effective recommendations _____
Keeping you abreast of ongoing insurance industry issues _____
Overall technical competence _____
How satisfied are you with the following SERVICES we provide?
Availability of financing _____
Trouble shooting a problem (claim handling in insurance) _____
Loss prevention (insurance industry) _____
Please indicate your OVERALL PERCEPTION of ABC Business
ABC Business is innovative and designs a program to meet
your requirements _____
Pricing is competitive _____
ABC Business business practices makes us easy to do
business with ____
Office hours are convenient ____
Location is convenient ____
The quality of the work we produce is high ____
I would recommend ABC Business to others ____
Please make any additional comments that will assist us in serving you better.
__________________________________________________________________
__________________________________________________________________
ABC Business management will read all customer comments. If you would like your comments identified, please sign below. Without your signed permission, your comments will be used anonymously.
_________________________________
Signature
Claim Service Survey
Your satisfaction with the Claim Service provided to you is most important. Please take a moment and let us know how we served you.
Was your call handled courteously? Yes ____ No ___
Did you hear from the adjuster within 48 hours? Yes ____ No ____
If not, how long until you were contacted? __________
Did the adjuster clearly explain what needed to be
done to settle the loss? (Estimates, handling medical bills) Yes ____ No ____
Any problems obtaining estimates? If so, what? Yes ____ No ____
_________________________________
Was payment made to you or the appropriate party in a Yes ____ No ____
timely manner? If not, please explain. _____________________________________
Did someone from our office follow up with you within Yes ____ No ____
a week of your claim?
Could we have done anything to serve you better?
____________________________________________________________________
Your input is very valuable to us. Thank you for taking time to let us know how we did and how we can better serve your needs.
Emily Huling Selling Strategies, Inc.
P.O. Box 200 Terrell, NC 28682
Phone: 888-309-8802 Fax: 888-309-7355
www.sellingstrategies.com