View Full Version : Opinions on surveying customers about a change in product

10-09-2016, 11:44 AM
We run a small pet crematorium and service mostly vet clinics (we only have about 20 clients). Currently we offer a certain product as a complementary gift with our services. Due to wholesale price increases on this gift we are being pressured to no longer offer this for free but rather charge for it. We have come up with an alternative offer that we feel is a better deal for our customers anyway (an even better product at our wholesale price) but it means no more free items. We are undecided on if it would be a good idea to survey our customers and explain the new offer and ask how it would be received in place of the free item, this way we can better gauge if this would be welcomed or not. Or would it be better to perform no customer survey and let the chips fall were they may. Were we have so few clients, loosing even one or two would be difficult. Any expert opinion would be great!

10-14-2016, 08:59 PM
My suggestion is to always ask for customer feedback, it strengthens the relationship and drives the customer experience. In today's competitive world, the customer experience is what matters. People and businesses will pay more for a better experience; thus if you have something to offer that is superior and take the time to explain cost increases, most of your customers will understand.

11-11-2016, 03:58 AM
Yeah definitely you need to get the customer feed back about your products and the services that you are give to ...

12-20-2016, 11:42 PM
Few brief recommendations would be:

Do not ask leading questions;
Do not ask too much questions;
Use different types of questions;
Provide opportunity to skip the question;
Make your questions and answering options precise and clear;
Use conditional branching to avoid unnecessary questions;
Avoid questions that contain double structure.

03-26-2017, 11:10 PM
the customer feed back about your
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10-17-2018, 05:17 AM
They customers do not have to pay immediately.

11-05-2018, 12:46 AM
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11-05-2018, 07:01 AM
well thank you sharing this informative ideas with us

08-10-2019, 01:56 AM
Here are a few ideas on how you can send product surveys, get feedback and ... Use a product satisfaction survey to find out what your clients think about the .... product, and determine if there's a need to make changes to your pricing. ... their opinions, so you can have the insights you need to make better product decisions.

11-25-2019, 01:21 AM
The general purpose of customer satisfaction surveys is to assess how satisfied your customers are with different aspects of your product/service. Identifying unhappy customers is as important as identifying extremely happy ones (potential advocates).

12-19-2019, 11:29 AM
Send consumer loyalty overviews and get the input you need today. A shopper overview will assist you with understanding your clients' preferences, disdains, and where you Would incredible online audits help your business? What's more, in case you're building up another item or refreshing a current one, clients can give you .

11-10-2020, 12:16 AM
Sean is absolutely right in what he has written. I’d like to take this a bit further and share a story.

Many years ago I was hired by an insurance company to establish and run a training function as the company grew. This gave me quite a lot of time with the front line “customer service” operatives. You’ll understand the quotation marks when I explain what I observed.

As people became comfortable with my presence, I began to observe their unguarded behaviour with customers. I listened to recorded calls and I had members of my team doing the same. Another key observation was the interaction between the contact centre ream members between customer calls. One of the most frequent patterns of behaviour was sharing jokes and stories about ‘stupid customers’ (the actual language used was a bit stronger. I came to describe what I observed as a culture of contempt for the customer.

In our senior management meetings I learned that our customer retention rate was far lower than that of our competitors. It wasn’t hard to see the link between the culture and the poor customer retention. Anyone in business will explain the importance of customer retention. In insurance and other financial services this is a hugely important factor in profitability. Every new customer is gained at substantial cost including advertising, sales salaries, commissions, management and the administration costs of new customer set up. Customers who stay with you are far more profitable. Those who leave are often a net cost to the company. Our company was retaining fewer than 40% of customers after 12 months. Our competitors were retaining more than 60%.

I proposed a very substantial programme to try and change the culture of the company. This is a very big challenge and often fails. Whether by luck or judgement, the programme was a success. We lost a few people in the process because they couldn’t make the change. For the rest, work became a much happier place to be. Most people get a far better feeling when they help others than when they obstruct and insult them.

The result was that one year after completing the programme, we were retaining nearly 70% of customers. The business impact was immense. This transformed the profitability of the company and the results lasted.

Customer satisfaction matters because you make more money and you retain customers and employees.

11-16-2020, 03:35 AM
I think it's worth letting your customers know about your changes. You can do this via email, or email, or you can post information on your site (if you have one).

But this message should not just describe the fact, but should describe there why this option will be more profitable for your customers than the previous one. To make customers think, not that they have lost something, but on the contrary, that they will now gain more.

If you do everything properly, then you will definitely not lose customers

11-18-2020, 05:56 AM
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11-19-2020, 12:09 AM
To increase sales, your product and service should fit the customers' needs. How to make it real? Ask clients about their opinion and improve organization