What is the proper follow up process after completion of the customer surveys?

If your customer survey was not anonymous, you should thank participants and provide any promised incentives or reports as soon as possible after the survey concludes. In addition, you should examine and prioritize the findings to put together an action plan to maximize the benefits you achieve from your customer survey investment.

When you work with NBRI on your customer survey, you will receive actionable insights and benchmarks comparing your results to similar companies. Look for “low hanging fruit” actions that are quick and easy to put in place. Decide which of the remaining actions you can tackle in the short term and which require more planning or budget.

While not strictly necessary, you may find that letting customers know that you are taking specific actions because of their participation in your customer survey results in a boost to customer satisfaction and loyalty.