If you have very few complaints, you must be doing something right, yes? Well, not exactly.
Studies show that only about half of customers make their grievances known, with about 90% of those complaints made to frontline employees who may not be positioned to fix the issue.
Don’t assume you know what your customers think about their experience. Instead, ask them for their feedback – often. You may be surprised by what you learn. Getting meaningful customer feedback starts by asking the right questions. Here are fifteen questions you need to ask the next time you survey your customers for their feedback.