Mastering Customer Service Feedback Surveys
Ed Ramsden, Jobber customer and owner of Enviro Masters Lawn Care, shares his tips and advice for following up with your customers in this Jobber Academy guest post.
Happy customers are the lifeblood of any business and asking customers to complete feedback surveys on a regular basis allows you track how well you are doing. Feedback surveys provide unbiased business insight directly from your customers.
To get feedback, you simply have to ask your customers. You can do this manually, but if you use Jobber, you can automate follow-up emails to get feedback.
Once your client provides you with feedback, what should you do with it? Think about two groups of people when you receive feedback: your staff and your customers.
1. Share Feedback with your Staff
Share positive feedback with your staff during your daily or weekly meeting(s). Reward staff who get your company its best ratings. You do not need to break the bank with this; keep it small with a gift card to their favorite coffee or snack shop.
Sharing feedback with your staff reminds them what your customers value. This feedback can also motivate your employees to provide top-notch customer service.
In addition, asking for regular feedback can help you recognize if your team’s customer service standards are slipping and identify training opportunities when necessary.
2. Thank Customers for their Feedback
Surprise and delight the customers who took the time to give you feedback. Perhaps send them a $5 gift card to a coffee shop, or have the crew leave a handwritten note next time they visit this customer. If you are going to give customers small gifts make sure you don’t tell them before you ask for their feedback. You want to receive open and honest feedback, not bribe them.
Responding to Negative Feedback
What should you do when you get negative feedback? First, thank your customer for giving you honest feedback. Then, find out what the problem was.
Use open-ended conversation starters, such as “tell me about your experience.” After you’ve learned what the core problem is, work with your staff to fix it. It may be happening with other customers as well, so look to see if the solution is something your staff needs to work into their daily routine.
After you fix the problem, tell the customer about your solution. Avoid making excuses, as the customer is likely more interested in ensuring the problem doesn’t happen again. A personal touch like a sending the customer a short, handwritten note apologizing and thanking the customer for their feedback can go a long way.
We all make mistakes, so use negative feedback as an opportunity to learn and improve your business.
Using Client Follow Up Surveys in Jobber
When you enable automated feedback surveys in Jobber, your clients will be emailed after you close each job. Your clients can provide you with different types of feedback. You can ask your client for quantitative feedback by asking them on a scale of 0-10 how likely they are to refer your business to a friend or co-worker. Once your client responds to this question, they will be asked to provide some qualitative details on why they gave you this rating.
You can also customize the email you send to your client, so this is a great opportunity to add any company specific details to your email.
To start using automated follow-up feedback surveys, head to your settings in Jobber. You’ll find the feedback survey settings under Client Follow-Ups. You can automate the follow-up emails to be sent after a job is closed or you can manually send a client a follow-up email after you complete a visit.
To manually send a follow-up email, click Send Follow-up Email in any open job under the actions menu.
You can find the results of the feedback surveys under the client reports in your management tab. The report will show you the job number, client name, the date the follow-up email was sent, the date the follow-up email was completed, comments the client left, and the optional 0-10 rating.
Follow up with your clients and the feedback you get will help you run a better business.
Need some help writing your follow up emails? Check out 3 ways you can improve your customer service follow-up emails.