Every growing MSP company is constantly looking for new products and services to offer and new marketing strategies to bring in new business. In the pursuit of all these, it’s always important to pay attention to your existing customers and how to retain their business. One of the best ways to do this is to open the lines of communication so you can get their feedback. The only challenge with this is that often when there are problems, many customers do not complain and express these, but they just walk away. Using anonymous customer feedback surveys can be the missing link to connecting with your clients and advancing your company.
You Show Customers You Care
Asking for feedback by itself is a great way to show your customers that you care about them and their experience with you. It means that their opinion matters and that you are adapting and learning as you go to improve the quality of your services.
You Get to Know What You Are Excelling At
If you take the time to review your customers’ feedback, you can learn a lot about what you are doing right as an MSP company. You could have recently introduced some changes in the service packages you offer. Your customers are the best people to tell you if it was a success or a flop. Once you know what you are doing well, you can solidify those practices in your business.
You Learn Where You Can Improve
To grow, your business must be able to take constructive criticism and work on any areas of weakness. When you give your customers the freedom to express themselves anonymously, they can tell you exactly where you are missing the mark. You can use this information to improve your services. This can really boost the relationship you have with your clients when they see that their feedback makes a difference.
Other helpful feedback comes in the way of suggestions. It’s very possible that getting a client’s idea about their perspective can help you implement changes that improve the experience of your entire client base. Innovation comes from everywhere, so if you take the time to listen, you never know who could bring a breakthrough idea.
Anonymous customer feedback surveys are easy to set up online and distribute to your clients. They can give you valuable insight into what your clients think of your service—both the good and the bad. Sending out the surveys is just the first step. You need to make sure that your MSP company dedicates the time to going through all the feedback so that you can glean useful information.
