In the communications era, people can easily share perceptions. Make no mistake: if your company is not rated somewhere on the web yet, it will be soon. So, would you prefer that customers post comments about you on random websites (which are out of your control) or voice their opinions directly to you?
WHY CUSTOMER SATISFACTION SURVEYS? The real question is what you are missing when you do not proactively listen to your customers.
* Customer satisfaction is a key driver for profitable growth, so you should track it. Studies show that keeping one existing customer is five to seven times more profitable than attracting a new one. Customers with good experiences are more likely to return and to recommend your business while unhappy customers can switch to competitors and voice their frustrations to the public; in the worst case, they can even pursue legal action.
* Decision making increasingly relies on supporting data, so there is an irreversible trend to measure everything. For instance, when you shop for most things today, you can easily review users’ ratings before deciding. Never before did knowledge mean power as it does today.
* Customers appreciate when they are invited to express their opinions, since they feel that you genuinely care about them. Companies are quickly learning the power of surveys; in your next visit as a customer to a chain store or restaurant, there is a good chance you will receive an invitation to take a survey. Satisfaction surveys are also an effective self-discipline mechanism - since you know customers may evaluate their experiences, your team will strive to consistently deliver the best customer experience.
* If you are not proactively listening to your customers, the plain truth is you are running your business in a mediocre manner and your competition is getting ahead. If you think you know your customers, think again – you probably know only your most vocal customers. Remember that if customers do not tell you, they likely tell someone else.
WHY OJUNTO? Customer satisfaction is a key performance indicator for virtually every business and Ojunto enables you to easily track it. In fact, there is no excuse for not listening to your customers – we even offer a free plan.
* Hassle-free: You do not need to spend time creating a questionnaire nor building reports. Online do-it-yourself survey tools are NOT focused exclusively on customer satisfaction; so they require significant effort to use. We know your time is valuable, so we carefully designed our process to maximize insights while being fast for you and, equally important, easy for your customers. In fact, we encourage you to compare us to other survey tools – e.g. phone, paper, mail, mystery shoppers or online – no other solution matches Ojunto.
* In times when companies need to maximize return on investments, Ojunto sets the global standard for customer satisfaction surveys. You could easily spend thousands of dollars on other survey tools and not get any additional insights. Ojunto simply offers the best value.
* You are in control: You decide how often to survey and whom you invite. We recommend continuously surveying customers so you can maximize insights and track your progress over time. Also, by directing customers to our secure environment, you decrease the likelihood that they post public reviews about you on random websites (where you have no control and often do not even know you are being rated). Customers’ responses are anonymous to encourage honest feedback.
