Friday, June 15, 2012
I take every opportunity to ask people who call or visit, but it's time to be more systematic.
The first step is a questionnaire to our existing customers. I prefer something short with a good response rate to something that takes ages. The aims are to understand how people originally heard about us, to understand if they were in the market for glasses when they purchased (as opposed to spontaneously buying) and to get a benchmark on our Net Promoter Score.
I’ve put my draft below. I would love your thoughts:
- Is this the best approach?
- Do you have any feedback on my questionnaire?
The next step will be implementing continuous tracking on these points.
Thank you so much for any thoughts and help you can provide - please comment below!
I will share the outcomes here.
1. How did you first hear about Sneaking Duck? (multiple choice)
- Personal recommendation from friends, family or colleagues
- Online Search engine - Google, Bing, etc
- Advertising on search engines or other websites
- Advertising in newspapers
- Press articles
- Other (+ free text box)
2. At the point when you purchased, were you: (multiple choice)
- Actively looking to buy new glasses at or around that time
- Not really looking for glasses at that time, but decided to buy anyway
- Don't recall / don't know
3. How likely is it that you would recommend Sneaking Duck to a friend or colleague?
Click scale from 0 (not at all likely) through 5 (neutral) to 10 (extremely likely)
4. Is there anything else you’d like to tell us? <paragraph empty box>
Image credit - get the t-shirt!
Posted by Mark Capps at 2:57 PM