The benefits of using online surveys to evaluate your team's performance and client satisfaction

L’utilisation de sondages en ligne pour évaluer vos membres d’équipes vous offre plusieurs bienfaits pour des coûts minimaux. Si vous arrivez à conserver quelques relations d’affaire à long terme en collectant ces données, vous obtenez un bon retour sur investissement.

Increased accountability of team members for their performance

When team members know that each of their client interaction can be measured and rated by the client, it encourages them to provide a good experience to clients.

Identifying training needs of team members

Systematically collecting client feedback on their interactions with your team members will allow you to identify poor performing employees or sub-contractors. Once they are identified, you can provide additional training to team members to increase their performance.

Obtain client information

At the same time you use online surveys to evaluate your team members, you can also acquire information on a multitude of topics, such as:

• Level of client satisfaction with your products and services
• How clients learn about you (ads, Tv, word of mouth, etc.)
• Why clients come and see you (prices, quality of service, quality of products, etc.)

Prevent loss of long term client relationships

When a client indicates they are unsatisfied with the service they received, the Interceptum platform can trigger automatic alerts to inform someone in your team of the situation. By reacting quickly, it may be possible to find out what the issue was and to redress the situation.

By reacting quickly to an unsatisfied client, you can prevent the loss of a long term relationship, which is often more lucrative than the immediate transaction that resulted the poor satisfaction level. For example, a client that purchased a product may need to get it serviced for years. If the client is not satified with the purchase or installation process, the client may get long term service elsewhere.

Client engagement

By collecting client feedback, it will make clients feel more engaged with your business. Proper client engagement can lead to the establishment of long term relationships.

Better quality feedback

Collecting client feedback via online surveys, which can be completed when it is convenient for the client, will increase the quality of feedback, especially for negative feedback. If a client must provide feedback in person, they may be disinclined to provide negative feedback because they are shy or afraid of doing so face to face.

From an improvement standpoint, negative feedback is much more important than positive feedback, because it's the type of information that will allow your organization and team members to improve overtime.