Event-based Customer Surveys

Event-based surveys provide you with feedback on your customer’s experience immediately after they have interacted with your company. This gives you a strong advantage: perfect timing.

If your customer experienced a problem, you can react quickly to resolve it, providing an immediate boost in customer satisfaction. Customers don’t necessarily expect a company to be perfect, but they do expect problems to be resolved. The sooner the better.

Measure Customer Experience at Key Touch Points

Event-based surveys provide you with first-hand information about situations where customer loyalty can be established – or squandered. For example:

• after the first interaction with your company
• when the customer receives their deliverable
• triggered by specific customer service inquiries
• following a customer defection

Ask and you shall know. Asking questions immediately after an interaction elicits spontaneous answers. The resulting feedback is therefore very detailed, honest and direct – and thus invaluable.

Do you already conduct annual customer surveys? Then it’s time for the next step

Does your company already conduct annual customer surveys? Keep up the good work! But that doesn’t mean you can skip event-based surveys.

Annual customer surveys provide you with long-haul data. But they don’t help you retain a customer who did business with your competitor six months ago.

That’s why event-based surveys are the logical next step if you and your company want to work seriously with customer loyalty. And by seriously, we mean having a direct impact on your bottom line.