{"id":6609,"date":"2023-02-18T12:07:08","date_gmt":"2023-02-18T11:07:08","guid":{"rendered":"https:\/\/responsr.io\/?page_id=6609"},"modified":"2023-02-18T15:01:05","modified_gmt":"2023-02-18T14:01:05","slug":"blog-customersurvey","status":"publish","type":"page","link":"https:\/\/responsr.io\/en\/blog-customersurvey\/","title":{"rendered":"Is your customer survey a happening?"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"6609\" class=\"elementor elementor-6609\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-86ad979 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"86ad979\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-d72c130\" data-id=\"d72c130\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-063e75b elementor-widget elementor-widget-spacer\" data-id=\"063e75b\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3a058da elementor-widget elementor-widget-heading\" data-id=\"3a058da\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Is your customer survey a happening?<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-e4c2b14 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e4c2b14\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-8919229\" data-id=\"8919229\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7175310 elementor-widget elementor-widget-text-editor\" data-id=\"7175310\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong>- Do you do a customer survey a year?<\/strong><\/p>\n<p>It is not uncommon for customer surveys to still take place with the management of customer lists, a lump in the stomach and a management report that shows what the customers think, but does not answer what you should do?<\/p>\n<p><strong>- That&#039;s what I did before I understood why.<\/strong><\/p>\n<p>I wanted to gather the knowledge from customer surveys without using industry terms and at the same time punch holes in old truths. That&#039;s advice to my younger self when I conducted a traditional customer survey for our company at the time.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-192973e\" data-id=\"192973e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-592e92c elementor-widget elementor-widget-image\" data-id=\"592e92c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"546\" height=\"546\" src=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/1613125578895.jpg\" class=\"attachment-large size-large wp-image-6612\" alt=\"Magnus Olander\" srcset=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/1613125578895.jpg 546w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/1613125578895-300x300.jpg 300w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/1613125578895-150x150.jpg 150w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/1613125578895-12x12.jpg 12w\" sizes=\"(max-width: 546px) 100vw, 546px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Magnus Olander has worked for 15 years with customer surveys, is certified in NPS\u00ae<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-674e16b\" data-id=\"674e16b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c4c618b elementor-widget elementor-widget-spacer\" data-id=\"c4c618b\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-04553b6 elementor-widget elementor-widget-spacer\" data-id=\"04553b6\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b335ba5 elementor-widget elementor-widget-text-editor\" data-id=\"b335ba5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"color: #808080;\"><em>Magnus is certified in NPS\u00ae. Educates in customer loyalty and is behind one of the world&#039;s most visited websites in the field.<\/em><\/span><\/p><p><span style=\"color: #808080;\"><em>With 15 years in the industry, he has conducted surveys for over 15,000 organizations including many of Scandinavia&#039;s largest companies.<\/em><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-25cf46b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"25cf46b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-49c783d\" data-id=\"49c783d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bc37cee elementor-widget elementor-widget-heading\" data-id=\"bc37cee\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Why do you do a customer survey?<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-88ba20a elementor-widget elementor-widget-text-editor\" data-id=\"88ba20a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The only honest answer to that question is because you want to make more money. All other answers are just paraphrases of steps on the way to that.\u00a0<\/p><p>I really wasn&#039;t convinced when I entered the industry. To me, &quot;satisfied customers&quot; was a fluke and something that my former company did just because every other company did it. That&#039;s also why we didn&#039;t get anything out of it.<\/p><p>Here is the short explanation why:<\/p><ul><li><strong>It&#039;s never about satisfied customers!<\/strong> <em>- So, now I&#039;ve said it!<\/em><\/li><li>It&#039;s about lowering the cost of getting new customers.<\/li><li>It&#039;s about keeping customers longer, so that each new deal means more customers and not just replacing a lost one.<\/li><\/ul><p>It is a tool to grow the customer base and if done right, that effect will come.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-66a5432\" data-id=\"66a5432\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0c76912 elementor-widget elementor-widget-image\" data-id=\"0c76912\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"508\" src=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/retention.png\" class=\"attachment-large size-large wp-image-6459\" alt=\"Retention\" srcset=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/retention.png 804w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/retention-300x191.png 300w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/retention-768x488.png 768w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/retention-18x12.png 18w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-40d30d3 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"40d30d3\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-d4970dd\" data-id=\"d4970dd\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-46455a8 elementor-widget elementor-widget-heading\" data-id=\"46455a8\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Lower the cost of new customers<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6073ad8 elementor-widget elementor-widget-text-editor\" data-id=\"6073ad8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The cost of new customers is all the costs you spend on salespeople, marketing and PR. Divide all such expenses by the number of new customers you get and you have the cost per customer. The best way to lower that cost is to:<\/p><ul><li>Let others market you for you.<\/li><\/ul><p>You already have customers who brought you new customers or that customer who changed jobs and now the new company also buys from you. If you work in an industry with guests, you have some guests who always bring their friends.<\/p><p><strong>You must know who your ambassadors are.<\/strong> <br \/>Your task is to activate them. It is much cheaper than advertising and you must make it easier for them to help you.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-c3e6406\" data-id=\"c3e6406\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-57b7d8f elementor-widget elementor-widget-heading\" data-id=\"57b7d8f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Retain customers longer<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4a0bd94 elementor-widget elementor-widget-text-editor\" data-id=\"4a0bd94\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Acquiring new customers costs money. If you want more customers, all sales and marketing efforts first need to replace the customers you lost.<\/p><p>If you lose 5 customers, you need to acquire 6 new ones to be able to grow at all. Imagine if you only lost 1 or 2 customers and therefore instead gained 4 or 5 more customers. Then the growth rate increases significantly.<\/p><p><strong>You must know which customers you will lose and why<\/strong>. You must avoid losing them to increase the customer base.<\/p><p>Any effort that retains a customer and at the same time costs less than acquiring a new customer has paid off immediately.<\/p><p>The first step is to know who is to be saved.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ef55be5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ef55be5\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-517a1f8\" data-id=\"517a1f8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-326cf03 elementor-widget elementor-widget-heading\" data-id=\"326cf03\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Anonymous is doomed<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c2f297 elementor-widget elementor-widget-text-editor\" data-id=\"4c2f297\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If the customer survey is done anonymously, it therefore needs to be changed immediately.<\/p><p>The purpose is to identify your relationship with all your customers. If your customers are companies, you need to know what each decision maker (not just your daily contact) thinks.\u00a0<\/p><p>An important thought exercise is to see each response to the customer survey as an email from a customer and not as part of a stack. It was from Lisa and not from 2% of the customers.<\/p><p>If your best customer emailed you and said they might as well switch to one of your competitors because you&#039;re not paying attention. Hadn&#039;t you acted on it then?<\/p><p>Your way of working with a customer survey must be customer by customer and answer by answer, not bar by bar.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-2bae2e4\" data-id=\"2bae2e4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-dd68b7f elementor-widget elementor-widget-spacer\" data-id=\"dd68b7f\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1406930 elementor-widget elementor-widget-image\" data-id=\"1406930\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"400\" height=\"200\" src=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-10.png\" class=\"attachment-large size-large wp-image-6505\" alt=\"\" srcset=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-10.png 400w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-10-300x150.png 300w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-10-18x9.png 18w\" sizes=\"(max-width: 400px) 100vw, 400px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1db3fad elementor-widget elementor-widget-text-editor\" data-id=\"1db3fad\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li>No anonymous survey<\/li><li>Customers will respond anyway<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-00ecaa0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"00ecaa0\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-7952730\" data-id=\"7952730\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-703b43e elementor-widget elementor-widget-heading\" data-id=\"703b43e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Unnecessary questions that do not help<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a1d045d elementor-widget elementor-widget-text-editor\" data-id=\"a1d045d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Surveys almost always have too many questions. It&#039;s easy to get stuck on questions and they can stop the whole process. Everyone can have opinions on issues and if the customer thinks it is important, they will mention it anyway.<br \/><br \/>All you need to know is:<\/p><ul><li><strong>Is the relationship with the customer good?<\/strong> Or does it need to be improved.<\/li><li><strong>Why? What will you do?<\/strong> You must be able to act on the answer.<\/li><\/ul><p>If you ask questions in the survey where the question does not tell you exactly what to do, they can be removed. Then that question is not there to make something better but to see how bad something is, to satisfy a curiosity or pure internal politics. <br \/>It does not help the customer relationship.<\/p><p>An example is hotel surveys that ask what you think about the cleaning (1-5 stars). There are two problems with this:<\/p><ul><li>Nobody cares about the cleaning if it was good.<\/li><li>A response with a low cleanliness rating drowns out everyone who rates 5 stars because they didn&#039;t care.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-067a644\" data-id=\"067a644\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-378c6b8 elementor-widget elementor-widget-image\" data-id=\"378c6b8\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"200\" src=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-9.png\" class=\"attachment-large size-large wp-image-6504\" alt=\"\" srcset=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-9.png 400w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-9-300x150.png 300w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-9-18x9.png 18w\" sizes=\"(max-width: 400px) 100vw, 400px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73e583a elementor-widget elementor-widget-text-editor\" data-id=\"73e583a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li>How is the relationship with the customer?<\/li><li>What should be fixed?<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-11baea4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"11baea4\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-ea33254\" data-id=\"ea33254\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-23d791a elementor-widget elementor-widget-heading\" data-id=\"23d791a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">A customer survey is not an annual report<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b1671b3 elementor-widget elementor-widget-text-editor\" data-id=\"b1671b3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>There is no management that controls a company in the annual report. Measuring and acting on income and costs takes place in everyday life. A good customer survey also tells you what effect comes from the changes you make during the year.<\/p><p>If you are to act on all customers&#039; responses in the way I describe, you will not be able to cope if you receive all responses for two weeks a year. You have to spread it out, but it&#039;s only good. Listen to your customers a little every day instead. <br \/><br \/>You will be able to fix their problems and answer them if there are a few answers a day. They can get the focus needed to save those you risk losing.<\/p><p>The work with annual surveys works against improvement. The focus is wrong in the organization. The focus is on sending out the survey and who will receive it and not on what must be done for the customers who respond.<\/p><p>Customer lists are discussed and reconciled with customer managers. There are an infinite number of arguments for why a certain customer should not be included in the survey. They are always rooted in fear of tackling a problem which does not improve your business or the relationship with the customer. If you have a problem, it needs to be visible. Sometimes they are not problems but just worries.\u00a0<\/p><p>Do not allow the ostrich method by connecting the survey directly to your customer list, CRM or booking system. Everyone who knows who you are should join so that you know who are ambassadors and who you need to work with.<\/p><p>Then the survey can also be automated and the work with mailings disappears. The focus shifts to acting on what the customers actually want!<\/p><p>If you include customer feedback in everyday life, you will be able to handle what comes in and thus retain more customers. Why aren&#039;t the customers in your Teams or Slack so that their voice is always present and motivating?<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-a3201d9\" data-id=\"a3201d9\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f5c41e7 elementor-widget elementor-widget-image\" data-id=\"f5c41e7\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"200\" src=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-2.png\" class=\"attachment-large size-large wp-image-6488\" alt=\"\" srcset=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-2.png 400w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-2-300x150.png 300w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-2-18x9.png 18w\" sizes=\"(max-width: 400px) 100vw, 400px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-26b09e2 elementor-widget elementor-widget-text-editor\" data-id=\"26b09e2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li>Contact information directly from the system<\/li><li>Stop ostrich tactics<\/li><li>Stop cheating with results<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3705304 elementor-widget elementor-widget-image\" data-id=\"3705304\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"200\" src=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-3.png\" class=\"attachment-large size-large wp-image-6491\" alt=\"\" srcset=\"https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-3.png 400w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-3-300x150.png 300w, https:\/\/responsr.io\/wp-content\/uploads\/2023\/02\/New-Project-3-18x9.png 18w\" sizes=\"(max-width: 400px) 100vw, 400px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5177614 elementor-widget elementor-widget-text-editor\" data-id=\"5177614\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li>Act on customer feedback.<\/li><li>Make feedback natural.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-63fd293 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"63fd293\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5fcab5a\" data-id=\"5fcab5a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0751dc4 elementor-widget elementor-widget-heading\" data-id=\"0751dc4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">The mistake of celebrating with cake<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-b2df7c4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b2df7c4\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-de3ec65\" data-id=\"de3ec65\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2e6c310 elementor-widget elementor-widget-text-editor\" data-id=\"2e6c310\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If I had conducted the customer survey like this when I conducted my first customer survey, the effect would have been completely different.<\/p>\n<p>We got a high level of customer satisfaction and celebrated with cake, but at the same time didn&#039;t know what to do with the result or how well we stood in comparison to other companies.<\/p>\n<p>But at least we got a cake.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-d6895e5\" data-id=\"d6895e5\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f9485b4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f9485b4\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-549533c\" data-id=\"549533c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-818eee8 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"818eee8\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-648d0ad elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"648d0ad\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-85a379d\" data-id=\"85a379d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4487a0b elementor-widget elementor-widget-text-editor\" data-id=\"4487a0b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If you follow the advice, you will get more out of your customer survey and get more customers.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-98c3b26\" data-id=\"98c3b26\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bcd92c8 elementor-widget elementor-widget-button\" data-id=\"bcd92c8\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/app.responsr.io\/Onboarding\/#\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Try for free<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-5f9aef5\" data-id=\"5f9aef5\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-642c374 elementor-widget elementor-widget-button\" data-id=\"642c374\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"mailto:hello@responsr.io?subject=Hello!\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Contact us for help getting started<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Is your customer survey a happening? - Do you do a customer survey a year? It is not uncommon for customer surveys to still take place with the management of customer lists, a lump in the stomach and a management report that shows what the customers think, but does not answer what you should do? - That&#039;s what I did before I understood why. I thought [\u2026]<\/p>","protected":false},"author":11,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"\u00c4r er kundunders\u00f6kning en happening?","_seopress_titles_desc":"Genomf\u00f6r ni kundunders\u00f6kningen en g\u00e5ng om \u00e5ret? Det finns enklare och b\u00e4ttre s\u00e4tt. S\u00e5h\u00e4r g\u00f6r ni f\u00f6r att arbeta smartare!","_seopress_robots_index":"","inline_featured_image":false,"footnotes":""},"class_list":["post-6609","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/responsr.io\/en\/wp-json\/wp\/v2\/pages\/6609"}],"collection":[{"href":"https:\/\/responsr.io\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/responsr.io\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/responsr.io\/en\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/responsr.io\/en\/wp-json\/wp\/v2\/comments?post=6609"}],"version-history":[{"count":0,"href":"https:\/\/responsr.io\/en\/wp-json\/wp\/v2\/pages\/6609\/revisions"}],"wp:attachment":[{"href":"https:\/\/responsr.io\/en\/wp-json\/wp\/v2\/media?parent=6609"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}