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Customer Satisfaction


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#1   dominic87

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Posted 06 January 2012 - 22:03

Just a general thread to see what everyones methods are...

What do you do to measure your customers' satisfaction? i.e. do you send them a courtesy email? ask them to fill in a survey?

#2   web-project

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Posted 06 January 2012 - 22:17

it's very rare done even by supermarkets or shops.
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#3 ONLINE   Mort-lemur

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Posted 06 January 2012 - 22:38

When we raise the order status to "Delivered" the following comments are added to the email sent to the customer:

Our system is showing your order as delivered.

We would be delighted if you left feedback on either the products you purchased or our service.

Simply logon to our site and Click on the Write a Review link next to the product you purchased, or click the google +1 button on the product page.

Best Regards


Generates some good reviews!

Also we use "Recover Cart Sales" to get feedback from customers who did not complete their tranactions.

Thanks

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#4   dominic87

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Posted 07 January 2012 - 16:37

it's very rare done even by supermarkets or shops.


but they do subcontract it out to consumer research companies such as AC Nielsons, who's clients include Tesco and Asda.

Also we use "Recover Cart Sales" to get feedback from customers who did not complete their tranactions.


I like the sound of that, how effective do you find that?

#5 ONLINE   Mort-lemur

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Posted 07 January 2012 - 16:52

I find it good.

In the last 90 days it has recovered 9% of abandoned carts with a total of around £200

But what I find useful is that people tend to reply to the email sent telling you why they did not buy, which gives you a chance to do something about it eg. shipping too high for an item etc.

Thanks

Now running on a fully modded 2.3.4 Store with the Excellent MTS installed - See my profile for the mods installed ..... So much thanks for all the help given along the way by forum members.


#6   14steve14

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Posted 01 February 2012 - 17:49

I use recover cart sales too. I too get emails from customersd explaining wht they didnt complete the order, and in most cases it was because they had to partially complete the order to see the shipping costs. Since i added a shipping estimator on the shopping cart page, most of these incomplete transaction have disapeared.
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#7   victoriamichael

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Posted 29 March 2012 - 09:34

I think that to fill in a survey is a good approach to find out the Customer Satisfaction.