Author: Raymondo Marcus

Here are some quick tips for small business owners who wish to develop a low-cost and easily implemented Customer Satisfaction market research programme. Having developed and implemented customer satisfaction research programmes for blue chip clients such as Toyota over the course of 14 years, I see that many of the tools used by large corporations can be effectively modified to suit a small business environment. My approach offers small businesses the know-how to develop and implement a Customer Satisfaction research programme that guides business development, supporting growth of your business through identifying and leveraging satisfaction drivers. So, how do you get started with researching customer satisfaction? 1. Keep it simple and actionable Your customers must understand the questions asked. The results should identify opportunities for increased customer satisfaction. 2. Structure your research into three parts: A. Up to 3 questions about how well you completed the job. B. A small set of my proprietary satisfaction questions you can use for metrics and tracking. C. An open question for...