B2B customer satisfaction feedback surveys are a useful source of information. You can use customer comments to evaluate and improve your business practices and processes. However, these surveys don't just help you improve customer satisfaction. You can also use them to boost internal morale. How does this work?
1. Reward Positive Behavior
Employees like to know that they are doing their jobs well. Work satisfaction matters. If employees are happy in their jobs, then they work harder and are more engaged.
You can pass on positive results from B2B customer feedback surveys to your employees. For example, if one sales team scores high on certain feedback criteria, then you can tell them how well they are doing. While your opinion matters to them, hearing that customers appreciate their work is also important. It validates the efforts they make and boosts their morale.
To take things one step further, you can use positive survey results as rewards as well as shout-outs. For example, you can give incentive rewards or bonuses to individuals or teams who score high on survey results. This also incentivizes other people in your company. They know that they have the potential to earn rewards, so they might try harder to achieve them.
2. Address Negative Behavior
You can also use negative feedback results to improve the way some employees or teams work. This isn't about punishing bad behavior; it's about solving problems to improve performance. Employees who feel that their work is valuable are more valuable to your company.
For example, say survey results tell you that customers are dissatisfied with your telephone support team. They don't feel that they deal with problems fast or effectively. Chances are, your support staff isn't happy either. They won't enjoy having to deal with frustrated and dissatisfied customers.
This feedback allows you to make your support function work better. For example, you might find that your teams are understaffed or under-resourced. They might not have had the training they need to know how to deal with customers or their problems.
Here, you can improve your support function by making necessary changes. This will keep your customers happy, and your next set of results should be better. At the same time, you also improve things for your support team. They have the tools and training they need to do their jobs more effectively. Their jobs will get easier and more enjoyable.
To find out more about how you can use customer opinions to improve your business, contact B2B customer feedback specialists.