Each of us has at some stage or another filled out a customer service survey and left both good and bad feedback for a company.
Undoubtedly, your feedback will have in some way been tempered by the fact that the survey is either anonymous or named.
This is why it is so important to first decide whether you would like you survey software to offer anonymous responses, and then to ensure your respondents are aware that their name or email address is not being recorded.
While it's easy to think that people will be honest at all times, it's likely that an anonymous survey will garner more honest results.
People, and Australians especially, are highly proficient at being polite – not saying anything if they don't have anything nice to say for example.
So when you can't trace the reply back to its source, then it might be more likely that they will feel comfortable to be blunt about their experience with your company.
It can sound intimidating, but blunt and honest feedback is one of the best ways to gauge how your audience is really responding to your business, and therefore is a great way to plan strategies that will win them over in the future.
One of the only downsides of not knowing who is who when you get feedback is that you can't specifically follow up any serious issues with individual customers. However you can tailor services in future to ensuring that it never happens again.
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