Posted at 10:10h
Research shouldn't be a race
If there is general agreement that obtaining customer input on your business is critical, why do so many companies have trouble with the execution of obtaining that research information? I was reminded of this after reading a recent article entitled, You only get one chance to talk to customers, right? The author, Matt Champagne does a tremendous job explaining the common errors that organizations commit when it comes to creating a survey. Like any company, customer feedback is crucial to creating new products, and improving existing products or services. The problem is that surveys are often seen as something that happens only once a year. By restricting customers to providing input only once a year, and with members of the organization often desperate to obtain feedback for their own department, may result in random questions being asked. Champagne states that this clearly violates the rule that states, a survey should focus on a single purpose and create questions around that single point. Organizations need to understand that by creating smaller, more frequent conversations with their customers they are more likely to get better, more consistent feedback.
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