Your unhappy customers know something about your business that you don’t. They know where you fall short with less than stellar service or products.
This is why it’s so important to know and listen to what they have to say. So, instead of just wondering or guessing why your customers are frustrated, simply ask them.
In this article, we look at the two best questions to ask to finally understand your customers’ frustrations and improve your business.
#1: What Could We Have Done Differently?
When a customer voices a complaint or gets frustrated, your first response is usually to ask why. While this is important to understand, you also find out how they think you can improve.
You may believe strongly in your products and feel like your team and customer service staff are well-trained. But, sometimes, you have to take a hard look at what’s going on in your business to make any changes.
So, it’s a good idea to step back from the instinctual question of “Why are you frustrated?” and ask the one that provides the most answers: “What could we have done differently?”
When you hear the answer, you’ll more fully understand your customers’ frustrations so you can improve your business model and training strategy.
#2: Why are You Still Using Our Product or Services?
Oftentimes unhappy customers will continue to use your product or your services.
Ask yourself why a frustrated customer would continue to buy from you. It’s hard to know that answer without actually asking.
You’ll find it very beneficial to survey your frustrated customers and ask them why they are still using your product.
Not only will it help you better understand their loyalty to a particular product, but it will help you understand their priorities and just what it might take from them to leave you.
It’s always easier to keep a customer than get a new one, so it’s important to understand your customers’ pain points and frustrations. It’s even more important to make appropriate changes. (tweet this)
Keeping your customers happy means they’ll keep coming back to purchase from you in the future.
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