Not always what we believe is best for our customers turns out to be really so and this because we are all different and what is important for someone, for others it is absolutely irrelevant. This is why it is important to collect customer / member impressions through surveys and understand from the results whether what we do is appreciated and whether we are doing well or can improve.
It seems obvious, but in reality the survey tool is not widely used in the Boxes. Each Owner is convinced that his Box is the best, that his services are delivered at the top of quality but are we sure that the customers / members have the same perception? Here then is the importance of using this tool and above all of using it correctly.
The survey allows you to collect accurate and timely data on what your client expects from us, from and from the service that comes. Thanks to a few simple steps it is possible to know the specific opinion of the customers and codify it in a series of initiatives that are the consequence, aimed at further improving what is offered.
But how to make a survey that is really useful and effective? First of all by listing all the doubts that come to mind in relation to the Box and our activity within it, for example class schedules, trainers’ availability, layout of the Box areas, cleaning and so on. We keep in mind that to ask questions with a sense we must think as if we were the customers ourselves.
You can collect the questions in thematic groups without writing a thousand. we say that from 7 to 10 questions are tolerable, besides they could make the questionnaire boring. The best surveys, also because it is easier to collect and organize the answers, are those in which the customer / member chooses between some possible answers that can be structured according to an evaluation scale, for example excellent, sufficient, scarce, etc., or with answers that offer specific options, for example “what time would you like a class in the morning” possible answers “07:00 – 08:00 – 09:00” and so on.
The two main types of survey are related to customer care, that is to understand customer satisfaction and eventually find feedback indicating the way to further improve and surveys for new future services in which to test the reaction of clients / members and understand from them themselves which could be the methods of use.
The survey, in short, as a tool to communicate with customers and to have qualified inputs on how to introduce changes that will certainly be appreciated.