Customer satisfaction surveys... ideas??

In an effort to tailer my services, specifically my sales presentations, to be more successful, I'm considering doing some type of customer satisfaction survey... both after I tint a home, as well as those who decide not to go with me for their tinting.

Can anyone think of anything I could ask specifically that would help me?? I know the obvious questions - how do they like the film, was the job done professionally, etc. but I'm trying to think of something more revealing.. esp. for those who don't go with me.. like why not.. what was the deciding factor.. etc.


Thanks!!


RoAcH

Maybe how the film is performing, if it met their (hopefully lowered) expectations?

what was the deciding factor..
I ask why when I loose a bid.
Never hurts to learn and improve your sales skills.The customer usually respects that you took the time to inquire.
But it usually comes down to
A: Less Exspensive Bid
or
B: Brainwashed by a product name.

90% of the time its the price thing.

As far as after the install is complete I think the normal overall satisfaction type survey work.
Prompt,clean,professional,product performance etc....

Maybe attach a coupon along with the survey so if they fill it out and return it to you they can use it. Like if you do cars and you tint a house hand them the survey then you may get to tint their cars. As they will like the film on their house. Or they can use this coupon towards more windows in the house.

As I just used a coupon when ordered my pizza I just ate, I do not mind saving a buck or two

Hmm. that's an idea.

AS a part of the survey, it couldn't hurt to put in an nivitation if there are any questions/ concerns about the installation after whatever time period you send out the survey.

Hi all - i am a little late on this one but let me add something to what is already on this thread (which are some good ideas about the actual questions you can ask as well as the good coupon idea)

What I want to add is that you be careful to balance an 'easy' survey like 'rate the following things on a scale from 1 to 5' and a 'helpful' survey with longer answers they have to write longhand. The WAY you ask questions can tell you more than the QUESTIONS themselves. If you let a customer speak freely, they may tell you something you didn't anticipate.

Also, don't ask them things that they don't have the skills to answer (that is, answer in a way with enough detail that helps you). What I mean by that is ... don't ask them (for example) to rate your product. They don't know anything about your product that you don't know and there is a good chance this is the first time they have bought film. However, you can ask them what performance characteristic of your product stands out the most.

Most of all, talk to them before you give them the survey. Tell them what you posted here ... that is, you want to be the best and you can't be the best without knowing what your customers want.

very nice.

Maybe ask one of your local car dealers...any manager ( service, sales or finance ) Ask them for a blank CSI form. ( customer satisfaction index )

Some great ideas there. You should help me put one together!! Nice to see ya here, hows the website going?
cheers
Stan

late reply, but good idea about the auto discount for the reply card.

Maybe you could keep it simple and just ask
1) what did you like most about (company,film offered, sales person... etc)
2) what did you like least (all criticism appreciated)

I wouldnt put anything about "why did you choose me" or "why didnt you choose me". That would limit their response depending on their decision. (to much to explain but im sure you all get the idea)

Ask them if they could change anything what would it be and why.
We put a referral coupon on the bottom of ours, similar to Direct TV's offer.
If they refer someone to use who goes ahead with the work we give them $50 and give the referral a $50 discount.

I dont do surveys but I do send out x-mas cards out to all my customers for that year thanking them.