List 10 methods of identifying customer need
Arguably, the likelihood of every business in the globe is customers. In most cases, it is fundamental to make out the needs of the customer so as to work towards satisfying them. Businesses believe that the absence of customers signifies the end of business. In order to achieve competitive advantage, businesses must endure competition and always be in the frontline in delivering the need of the customer. In most cases, it is immensely complex to identify the exact needs of the customer. Hence, there are various methods that are used to identify the needs of the customer. These methods include surveys, observation, contextual interviews, probing questionnaire, market analysis, mystery shopping, focus groups, marketing strategies, product categorization, video recording, contextual design, as well as audio recording.
List and explain question types that need to be avoided when compiling customer survey
For the survival of business, customers’ satisfaction plays a key role. Hence, in order to find if the customer is satisfies or not, a survey is carried out. The best way to identify the level of customers’ satisfaction is by asking them question. In this case, some questions must be avoided when compiling customers’ survey. Questions during survey act as a directive to the customer and should not affect the information from the customer. Types of questions to be avoided during customer survey include leading questions, avoid additional questions, too many questions, biased questions, as well as out of context questions.
In compiling customer survey, it is crucial to avoid leading questions. These are types of questions that provide direction to the customer in answering the question. Leading questions has the potential of influencing the outcome of the survey in a negative way. Moreover, leading questions may want a no or yes answer, meaning the information collected is short of expectations. There is a possibility that the leading questions can in one way or another be misleading. Consequently, questions to be avoided are biased questions; whereby, the question is in need of a certain specific answer. It influences customers to give answers that do not reflect their stand. Generally, biased questions will affect negatively the outcome of the survey. Moreover, compiling customer survey needs to avoid additional or too much questions. Overloading the customer with questions makes them drop-off the rate and provides poor information for the sake of answering. The questions asked should be related to understanding the consumers needs, not consumers’ personal life. In addition, out of context questions may put off the consumers response and should be avoided.
What is quantitative data and why is it important for customer survey
Quantitative data refer to a type of data that is counted and can be measured. Additionally, it is data that are verified and quantified, as well as amenable to manipulation in a statistical manner. It is based on qualitative judgments that can be measured; in fact, it deals with numbers, which can measure volume, area, length, weight, cost, and members.
Quantitative data are hugely important in customer survey. This is because it provides data that are objective oriented and reliable. Quantitative data can be generalized to provide statistical findings, which gives a clear understanding on the customer. The specific nature of quantitative data is more convenient, since it provides a specific behavior of the customer. The quantitative data during customers survey assume that the sample used represents the entire population; hence, data received can be used to generalize the entire needs of the consumer.
What are the main types of scales used in customer survey, explain each scale
There are various types of scales that are used during customer survey. These scales include likert scale, semantic differential scale, graphic rating scale, and comparative scale. Likert scale helps in measuring the level of customers’ satisfaction on different aspects of services or product. It utilizes six of five rating system where it has positive, negative and neutral. Additionally, semantic differential scale utilizes numbers in analyzing responses. Numbers in the scale run from -3 to +3, while zero is neutral. Graphic rating scale shows several attributes such as convenient hours and courteous service. A horizontal or vertical line is labeled, having negative and positive ratings. The customers mark the line where it is shows the level of importance. Comparative scale is analyzed within the question context. The customer is provided with various attributes to rate, whereby the sum total adds to 100.
What percentage of customers complains after a bad experience? Why do you think this is the case?
Certainly, the percentage of customers who complained was approximately 65%. The percentage is above average since the incident in affected many business segments in the organization. This is so because the customers are used to good services, but the bad experience was a technological issue, which affected various departments.
What are the benefits for an organization to take customer complaints seriously?
As a matter of fact, the complaints are one of the measure used to ensure that clients are satisfied. A customers who forwards the complains has the brand loyalty and courage to inform the organization on the problem. As a business organization the main expectation and feedback if to satisfy the consumers. The complaints need to be taken seriously because it helps in achievement of goals, and business objective. A complaint received is viewed as a free advice to the business organization because it improves customers’ service. If complaints are not followed up, angry customers can make the situation be toxic to the business.
Who is responsible for customer service?
In most cases, customers complain arise because the needs and expectations of the consumer have not been made. Complaint may affect drastically the perception of the customer on the business, product or service. Those responsible need to take measures in order to keep hold of the loyalty, as well as credibility of the business. Those responsible are the directors, management team, analyst, and representatives. In one way or another, many stakeholders are responsible in resolving the complaint of the customers. But the person in command person responsible is the CEO or the president of the company. This is because top employees are there to set standards on how customers and employees are treated.
Why is it critical to find out what a customer wants, before offering or selling them a product or service?
Business needs to comprehend that customer are rational and unique in demanding a product or a service. Hence, understanding the needs of the customer helps in defining and exploring new opportunities and markets. Perhaps, this will derive revenue and innovative strategies; moreover, finding out customers needs help in creation of policies required to satisfy the customer. In the era of economic changes, the consumer is becoming so unpredictable. In fact, what customers demand today might not be the same thing they demand tomorrow. Generally, finding out the needs of customer strengthens the business polices in satisfying the customer. The main goal of the business is to make profit, satisfy the client, and attain business goals, which are achieved through finding out the needs of the consumer.