Executive Briefings

Getting the Most from Your Online Customer Surveys? Do You Even Have Such Surveys?

If ever there was a case for conducting online customer surveys, Adam Lasky, global social media coordinator at Spreadshirt, has lived it.

Getting the Most from Your Online Customer Surveys? Do You Even Have Such Surveys?

"A week after a customer makes a purchase on the Spreadshirt platform, we follow up with a customer review survey," Lasky says.

That's how the company learned that its customers usually had clear expectations about shipping times -- and, perhaps more importantly, that those expectations did not always match up with reality.

"In response to this, we were able to more effectively communicate reasonable expectations to our customers and provide more shipping options," Lasky said.

There. Problem solved.

Would that all companies could glean such valuable customer data from their surveys.

Read Full Article


Keywords: customer satisfaction, customer service levels, value chain IT, supply chain management IT, supply chain solutions, retail customer tracking

"A week after a customer makes a purchase on the Spreadshirt platform, we follow up with a customer review survey," Lasky says.

That's how the company learned that its customers usually had clear expectations about shipping times -- and, perhaps more importantly, that those expectations did not always match up with reality.

"In response to this, we were able to more effectively communicate reasonable expectations to our customers and provide more shipping options," Lasky said.

There. Problem solved.

Would that all companies could glean such valuable customer data from their surveys.

Read Full Article


Keywords: customer satisfaction, customer service levels, value chain IT, supply chain management IT, supply chain solutions, retail customer tracking

Getting the Most from Your Online Customer Surveys? Do You Even Have Such Surveys?