|
If you have an e-commerce site, you need to know if you customers are satisfied.
Unlike a brick and mortar business, it is very hard to monitor customer satisfaction
on the web. If your business is Internet only or if it is a brick and mortar business,
customer satisfaction has to be a priority or else your business will fail!
If you don't physically see the customer, how can you tell if they are satisfied?
One of the best methods I have found, is to use the free services of (Bizrate.com*)
http://www.bizrate.com
After you have filled out their on-line application and your web site is approved,
Bizrate.com sends you some simple HTML to paste into your receipt page. This
HTML offers customers a chance to win a prize if they fill out a short survey
about their shopping experience. Customers will rate your company and your web
site using a 1-10 scale on the following parameters of satisfaction:
* Overall Rating
* Ease of Ordering
* Product Selection
* Product Information
* Price
* Web site Performance
* On time Delivery
* Product Representation
* Customer Support
* Order Tracking
* Shipping & Handling
Having this type of feedback is essential to continuously improving your operations.
Bizrate provides you the feedback weekly in the form of a customer approved
survey link that is posted on your web site.
To view a real Customer certified report, visit the survey results of our customers
from our other Internet business at this URL:
http://www.bizrate.com/ratings_guide/report.xpml?mid=19250
With this information your new customers, current customers and you know how
your customers feel about your company, services and products. You can make
the necessary corrections to your operations, by monitoring your weekly results
and reviewing real customer feedback.
In summary: It is hard to tell who to do business with on the Internet these
days. You can put your customers at ease by letting them know you care about
their satisfaction. There isn't a better way to reduce customer apprehension
and assure customers of your legitimacy, than to have "Customer Certified
Ratings" posted on your web site. Do not work in the dark, let your customers
light your way by allowing them to tell everyone why they should do business
with you.
About the Author:
Daryl Clark is President and CEO of EMarketingMan.com. His goal is to provide
you with high quality information, management and internet consulting services.
You can read his other articles at http://www.emarketingman.com/articlespolicy.htm.
E-mail to: emarketingman-subscribe@topica.com |
