During the initial days, the major intent of getting customer feedback was just to research and measure. Not for managing customer relationships. And due to this, there remained a lot of gaps between customer feedbacks and the actions. Entered CRMs, and enabled several companies to conduct surveys directly from their CRM systems. Moreover, they helped these firms to drive customer relationship activities like planning, intervention, and research.
Sales Force, SugarCRM Survey Module, and other CRM Survey tools gained popularity and helped companies to earn good revenue by driving CRM activities. However, there are certain pitfalls survey senders need to take care of while sending customer feedback surveys. If not taken care of, they can restrict you from measuring the business outcomes properly. So, let’s understand what you must not do while conducting feedback surveys and why.
Don’t Forget Introspection
Quite ironically, before creating feedback survey questions, you need to ask yourself certain questions. And it starts with an important question “Is your customer feedback the best it can be?” If the answer to this question is no, you need to start working on it before a few months.
Especially, when it is a part of your continuous business development process. You should also ask yourself whether or not the feedback is relevant to the products/services you are trying to improve and whether your survey is in line with the current market standards.
Don’t Start without a Purpose
As we all know, one of the major reasons for designing a survey is to obtain an an an answer for a particular question. So, if you do not know what makes you ask these questions and what will you do with the information you receive from it, there’s no use creating it.
Let’s say you have created a customer satisfaction survey in your SugarCRM Survey Module and you have not defined a plan to follow up after the survey. It wouldn’t make sense. It will also take up a lot of your customers’ time. That’s why do not just select questions and send them. Know what you will do with the responses, who will analyze them and how will you follow up with unsatisfied customers.
Don’t Ignore Response Rates
The survey response rates refer to the percentage of customers who not only received your survey but also answered it. For example, if you conduct a Survey from your SugarCRM using one of the SugarCRM Survey Add-ons, and 8 out of 10 customers reply, the response rate would be 80%.
A good quality module would be able to provide you with information as to how many customers are engaged and satisfied. Whenever you observe a decline in response rates, you can work upon several things like enhancing your current survey format using the extension and time them in a way that you can receive maximum responses.
Don’t Disregard Customers’ Trust
Last but not least, sending a survey is futile if you haven’t earned the trust of your customers. Start with something as simple as addressing them by their names. Or, sending them gifts and discounts on special occasions. You can also follow them on social media, comment on their posts, promote your products to them and interact at a personal level.
If your customers see that you are putting enough efforts and serve them using an individualistic approach, you are sure to win their hearts. Thereafter, they would be more than happy to provide you with any kind of feedback you seek, resulting in a product or service they were always looking for.
We hope the above points helped you know about the aspects you need to be careful about while conducting surveys. Now let us talk about SugarCRM survey integration.
Why Should You Integrate Surveys with Your SugarCRM System?
Well, you cannot go about creating manual surveys. And since all your data is in the SugarCRM, it makes the data piping (moving information in and out of survey) easy. If you search for survey plugins for CRM on Google, you are sure to find many. However, not all of them are easy to configure. Also, some might ask for other third-party extensions for you to be able to shoot surveys through your CRM.
As a SugarCRM software owner, you need a SugarCRM survey plugin that you can integrate easily with your CRM without installing any third-party extensions. Which means, the the minimum amount of investment and survey made easy. You can also find similar plugins for SuiteCRM systems. It’s time to make better use of data and get real-time feedback. Invest in a smart and intuitive Survey plugin now!