Answers to Your Burning Questions

When doing customer surveys, some clients ask us NOT to include the question, “What do you believe is the top weakness/area for improvement of the organization – what’s not working well?” Some are afraid of waking a sleeping dog and would rather we let it rest a while longer. Why should you include this question in your customer survey?

Learning about what your customers feel are weaknesses of your organization is the main reason to do a customer perception survey. You should WANT to know what they think so you can go to work immediately on product and/or service improvements. The last thing you want to do is transfer any weaknesses or hiccups in a process to new customers as they come on board.

There is an added extra bonus to asking a direct question about organizational weaknesses – your customers appreciate being asked and feel like they matter enough for you to reach out to them for their feedback.

So, in a nutshell, what do we recommend? Ask the tough questions every chance you get, especially about weaknesses. Don’t shy away from it; embrace it! The honest responses you get will help you maintain an ongoing continuous improvement environment.

Just a quick hit Q&A in case you were wondering!  

If you would like to know more about conducting a Customer Perception Survey, give us a call. We can help you Know More, so you can Do More. Call us toll-free at 1-800-999-6615, email us at mail@tweedweber.com and/or visit us on the web at www.tweedweber.com. Also, be sure to follow us on LinkedIn (Tweed-Weber, Inc.) and Twitter (@TweedWeber).