Published 12 Aug 2019
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Customer surveys allow us to better understand our businesses – what’s working and what’s not from a customers perspective.
Having insights from one or two people whilst definitely helpful, don’t allow us to identify trends and quirks that are much more easily seen when a thousand or more people give us their opinions.
Not only that, the more reviews we can garner the greater the level of trust the public can place on those ratings and reviews. Consider for example, when you last picked out a restaurant and was confronted with two very similar restaurants with very similar ratings. What likely swayed you to one over the other (and is the same for most people) was the quantity of those reviews that restaurant had collated.
With that in mind, we consider it very important for all businesses to have as many reviews as possible and that’s why we’ve created these two quick tips to help try and increase the amount of people you can get to respond to your BuyerScore surveys.
As part of your sales delivery process ensure you mention to every single customer that you use BuyerScore to gather feedback from customers about their experience at your dealership. Alert them to the fact they will receive a short survey in a few days and explain how much you would appreciate them taking the time to fill it in once they receive it.
Emphasise the fact that you value their opinions and explain how their feedback will directly impact how your dealership operates - make them feel special.
People are conscious of time, so let them know that it only takes approximately 2 minutes to complete the survey.
Offering an incentive dramatically increases response rates, that’s why we giveaway $500 worth of MTA vouchers quarterly to one lucky person who takes the time to complete their survey. Let them know that once they compete their BuyerScore survey, it automatically puts them in the draw to win this awesome prize.
Tell them they can visit the BuyerScore Facebook page to see previous happy winners.
Once you add the above conversations into your sales delivery process, you should start seeing an increase in response rates. Be sure to share this information with your sales team to ensure everyone is on the same page and encouraging customers to complete their surveys.
The Motorcentral blog is intended for educational purposes only. All writers opinions are their own and nothing published on this blog should be interpreted as a recommendation or advice in any way. Motorcentral is also not responsible for and does not verify accuracy of any of the information contained within this blog.
In the event third parties are referenced within this article, Motorcentral is not necessarily affiliated with those third parties.