The number of people complaining about goods and services has increased by 3 million in the last 12 months, costing companies like yours £37 million. This means it’s more important than ever to understand what improvements your customers are wanting to see.
Complaints related to rail travel have increased by 500,000 in the last year alone, with 1 in 5 people expecting a bad service. According to the Evening Standard, many passengers would prefer to get up early and therefore arrive at work early, in order to avoid the stress of using transport. Now is the time to engage with your customers to rid these poor expectations and race ahead of your competition.
It can take up to 12 positive experiences to make up for one negative experience, meaning it is critical to ensure your service is continually being improved based on feedback from customers.
For every one customer who complains there are 26 who stay quiet. SurveyMill can dramatically increase the likelihood of hearing from these customer’s. SMS surveys are so popular because of their wide reach and high response rates. 70% of people surveyed agreed SMS is a good way for businesses to grab their attention and 95% of people said they’d respond to an SMS survey.
An SMS survey will take no more than 5 minutes of your customers’ time and will bring you crucial feedback from those 26 silent customers for you to review. Loyal, happy customers are worth up to 10 times the value of their first purchase, so it is essential you keep these people happy. Customer feedback is the key to achieving this!
Ways you could use SMS Surveys in the Transport Industry
- Collect accurate feedback on your customers’ travel experience
- Send a survey after a customer service engagement to assess how well an issue has been dealt with
- Collect honest opinions on the travel service you provide
- Gather ideas for improvements to your service and see which ones are viewed as most important
- Use survey results to see what things customers think you are doing well
Using SMS surveys to help with customer feedback will add value to your business, so get started today!