Customer surveys have been a reliable source of insightful customer information. However, among other customer service tools, it has always remained untapped. 

According to a recent Hubspot report, 42% of businesses don’t survey their customers. That means they don’t get a clear picture of their customers’ needs and lose them to their competitors. 

Collecting customer feedback helps you understand what’s important to your customers. And there’s no better way of doing that cost-effectively than outsourcing customer survey service.

Read further to learn more about how you can utilize customer survey service to improve your customer satisfaction score, thereby increasing your sales.

What is a customer survey service?

A customer survey service is a type of customer support service businesses often outsource to determine customer satisfaction levels towards various aspects of their brand. The data collection can take many forms depending on the objectives of the business. 

The data collected from customer satisfaction surveys provide insights about the business, its products, and services. These insights enable businesses to improve their products and create superior customer experiences. 

Why should you conduct customer survey service?

Whether your business is generating income regularly or you’re looking to find ways to grow your business, examining your customer’s satisfaction levels and perception of you are great ways of finding areas of improvement. Check out how conducting a well-planned customer survey service can help transform your business by reading the key benefits of conducting customer survey service below.

Generate better customer insights

Your customers already have their needs in mind. But they might be unable to communicate it to you for some reason. That’s why you’re accountable for figuring out what they need, not based on gut instinct but rather on insightful customer input. Identifying your customer’s needs is the first step to resolving their biggest pain points. And outsourcing customer survey service can help you get off to a good start. 

Outsourcing customer survey service will give you insights into what your customers think about the quality of your products. You’ll be surprised what features of your products set you apart from the competition. At the same time, you’ll pick up customer suggestions to enhance your product quality. Feedback from customer surveys helps you gain better customer insights to fine-tune your product based on your rapidly changing customers’ needs.

Retain existing customers

Customer satisfaction surveys are among the ways to keep in touch with your existing customers constantly. Reaching out to them to ask for their feedback makes them feel heard and valued. Your customers are already bugged with dozens of promotions from other businesses. If you come forward by understanding their needs, it gives an impression that you have their best interest. 

Acquiring new customers is more expensive than retaining existing ones. That said, you need to strengthen your relationship with your growing customer base. Outsourcing customer survey service can help you with that. It works as an effective customer retention strategy while reducing your customer churn rates.

Enhance marketing and sales strategies

Customer data is accessible everywhere. But the problem is most businesses don’t know what to do with their data. Instead of analyzing the data to execute informed decisions, some businesses would sleep on it until it gets stale. Little did they know that this data is crucial to an effective marketing and sales strategy. 

To get the best out of your customer data, you should consider outsourcing your customer survey service. A reliable customer survey outsourcing company employs customer support agents skilled at effective survey execution. They can help you learn more about your customers’ demographics, preferences, buying trends, and much more. This data can help you create better marketing and sales strategies in the future.

Increase customer satisfaction

Customer survey service helps you monitor your Customer Satisfactions (CSAT) scores and ensure you keep the highest level of customer satisfaction. When customers have a terrible experience with your service, they don’t have qualms about sharing it online. So before you get bad word of mouth, conduct a customer survey and stay on top of their needs.

A business has a better chance of improving customer loyalty with the help of customer surveys. Customer surveys generate actionable insights for you to eliminate experiences that result in dissatisfaction. When customers experience little to no dissatisfaction, they are more likely to stay in your business. This increases your customer lifetime value and drives more revenue for your business.

Gain competitive advantage

Most businesses in your niche are not generating quality data to increase their customer satisfaction. They are more focused on upgrading their products than understanding their customers’ needs. They think a handful of feedback from review boards is enough to gain better customer insights. But it doesn’t capture what their customers are feeling about their service.

Many businesses rarely conduct customer surveys. As a result, they can’t keep an accurate pulse on customer satisfaction and lose existing customers. Take advantage of customer survey service and let customers know you value their feedback. This will make your business appear more customer-centric and help you attract more customers.

How to conduct customer surveys?

In business, time is money. If you’re determined to start conducting customer surveys, it’s important to conduct it right and avoid wasting time! 

Conducted customer surveys shouldn't be rocket science. If you’re looking to start conducting customer surveys, follow the steps outlined below to help you get started!

Step 1: Defining goals and metrics

Your service provider can help you determine key metrics you’ll need to track in your customer survey. It could be Customer satisfaction score (CSAT), Customer churn rate (CCR), or Customer lifetime value (CLTV), to name a few.

Step 2: Creating customer surveys

They can help you choose the best customer survey instrument that will resonate with your target audiences. You’ll learn about targeted web chat surveys, email surveys, social media surveys, and phone surveys.

Step 3: Collecting customer feedback

Gathering customer responses would be easy as they have customer support agents skilled across multiple communications channels. Whether by email, website, social media, or telephone, they can reach out to your customers and understand their needs.

Step 4: Analyzing results

You don’t have to worry about analyzing your quantitative and qualitative customer data. These companies have a complete set of tools for data interpretation to ensure you get actionable insights to improve your customer satisfaction.

Outsource Your Customer Care to the Philippines

Conducting customer surveys is an expensive and time-consuming undertaking. For instance, phone surveys can cost anywhere from $5,000 to $15,000.

To help cut on costs while making sure to cover all important aspects of conducting customer surveys, companies are choosing to outsource this process to a customer service provider who can help businesses use customer survey data to achieve their company objectives.

Rather than spending thousands monthly to conduct trial and error, outsource your customer surveys to a reliable yet cost-effective customer service partner in the Philippines! 

At ManilaPros, we offer a full-service, five-star customer care for retailers. We'll take care of everything for you, including, but not limited to, customer surveys, multichannel customer support, managed operations, and more. You can rely on our vetted and certified Pros to provide you with the highest quality of customer service possible.

Book a call with us today to learn more.