Closing the Customer Perception Gap

Ever wonder what your customers really think about you? Instead of guessing, it’s a good idea to ask. Customer surveys sent by direct mail, email, and online can give insights that make the difference between steering the company in the right direction and missing the boat.

Research shows that there is a huge perception gap between how companies think they are performing with customers and how they actually are. According to Bain & Company, 80% of companies think they give superior customer service, but only 8% of their customers thought they received it.

Let’s look at five strategies for getting inside your customers’ heads.  

1. Mail a survey.

Want to know what your customers think? Mail a survey with specific questions you want the answers to. Leave room for write-in responses to reveal issues you might not have thought of. You can allow customers to remain anonymous or give their names if they’d like you to respond to a specific concern. Have a drawing once a month for a prize for anyone who responded.

2. Email a survey.

Emailing a survey is a great way to get quick responses to specific questions. Email surveys don’t carry the same weight as a well-crafted print piece, so consider them for “quick hit” feedback on timely items. Use printed surveys for more in-depth reveals.

3. Personalized URL survey.  

Personalized URLs are a great way to get feedback while giving yourself the option to automatically append data back into your marketing database.

4. Pop-up box on your website.  

Pop-up forms are great for getting answers to quick questions from visitors to your website. Is the site easy to navigate? Can they find the things they need? Are there products they wish you offered but don’t? Give them a percentage off or incentive for taking the time to fill it out.

5. Keep tabs on social media.

Assign someone inside your company to monitor your Facebook page or do regular Twitter searches to see what people are saying about you on social media. You might be surprised what gaps in your service you can find.

When it comes to what your customers think, closing the gap between perception and reality doesn’t have to be difficult. Sometimes all you have to do is ask.

If you want information on how you can send out your own customer surveys, we’re here to help.

Recent Posts

Upcoming USPS Postage Discounts

Upcoming USPS Postage Discounts

If you feel like postage has been increasing often recently, you’re right. USPS has increased rates twice per year in 2022 and 2023, in January and July. However, the post office is trying to ease...

read more
Reading: Closing the Customer Perception Gap