Latest News: (loading..)

Archived

This topic is now archived and is closed to further replies.

dominic87

Customer Satisfaction

7 posts in this topic

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?

Share this post


Link to post
Share on other sites

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

cruda55 likes this

Share this post


Link to post
Share on other sites

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?

Share this post


Link to post
Share on other sites

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

Share this post


Link to post
Share on other sites

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.

Share this post


Link to post
Share on other sites