Customer surveys are very popular in the insurance business, particularly online surveys. Our friend, Guy Kawasaki (see blog home here), has a very helpful post on The Art of Customer Surveys. Guy is the author of one of our favorite posts, The Art of Schmoozing. One of his key points is especially important in the insurance business – customers do not want to complete surveys.
We selectively survey our customers using a few guidelines:
- Provide an opportunity to respond in an unobtrusive way
- Keep it short
- Get to the key point – will you use us again?
While it is not foolproof, we have had success with this approach.
Brought to you by Tennant Risk Services.