Survey Tip #2: Retaining Dissatisfied Customers

Telephone Survey Negative Response Alerts

What happens when a customer provides a negative response during a telephone survey? Hopefully, you have hired a firm like Telcare that quickly alerts you via email. We call them Hot Emails. For example, let's say your telephone survey includes a question asking your customer to rate your salesrep's knowledge and professionalism on a scale of one to five, with five being very satisfied. If you set your negative response alert threshold to two, you will receive an alert for any customer responding with a one or two on the five-point scale. This gives you the opportunity to respond directly to that customer within minutes or hours of that customer giving you a negative rating.

Why is this important? 95% of dissatisfied customers will do business with you again, if you resolve their issue quickly.

The best way to set up the alerts is to have them go to a distribution group of your staff based on your best guess as to who would likely deal with the negatives. You should use a group, because if the one person you assigned to receive the alerts is sick one day, you just blew your opportunity to impress your customer with your quick turnaround time.