Customer Satisfaction Surveys

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Chuck Amstone

Active Member
Greetings My Friends,

I'm looking to do some real soul searching on how my past customers feel about my service. I feel I need to IMPROVE my services.Without knowing how my past customers truly feel, I'll never know.

Soooooo.....this is where I need your help. I'm curious if anyone here has used past surveys and if so, would you be open to sharing?

I'm wondering if the surveys should remain anonymous to gain real insight.

I look forward to your thoughts.

Sincerely,

Chuck
 

ascdj

Member
Chuck,
I've sent them out for years. I have a binder full. I've used them to make changes for the better and to show prospective clients. It seems that I get less back each year because people would rather do it on-line and just be done with it. It seems harder to get them back now days. I'd be happy to share mine with you to give you an idea. PM your e-mail and I'll send it your way.

~CHuck
 

DJSTEVEZ

DJ Emeritus
We would mail them out and if no response we'd have a wife or girlfriend call, as if they were not a part of the company, and conduct the survey over the phone. We learned the most from the question where we insisted (politely) people tell us something they didn't like about us. It was never a large issue...but the devil is always in the details.

Post performance surveys are an invaluable tool. IMHO, they can be one of those things that separates the men from the boys. There are average to below average jocks who think everything they do is either a home run or a grand slam. They don't understand that it could be that clients are just being polite if they tip you or tell you verbally "good job". Those jocks who relentlessly pursue perfection won't just accept such things at face value...they'll go the extra mile to hear what they did that the client didn't like, or would've preferred was done differently. -Z-
 
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bb

Well-Known Member
Thank you cards from customers can reveal their thoughts too. I feel mail in surveys are old hat. Perhaps on your website have a "Please share your thoughts on how you feel about the service DJ Chuck provided for your.........." Let them choose to write one or not after each event. This way they don't feel like you are pestering them.
 
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ascdj

Member
SkinnyGuy has it right. I send a paper one to everybody, but it seems that the on-line ones get done instead (like WeddingWire) I prefer the paper forms simply because I see too many web pages where you see 'testimonials' that go like "___ was the very best DJ in the world. bla bla bla. Joe & Jane D."
I always have to think they are not real, but something made up by so&so DJ for the web page.

I like to take the paper ones I get back and scan them, so people can see in somebody's own handwriting what they liked & what they had to say. It really makes a difference to prospective clients. Then I take them all and put them in a binder - ALL OF THEM. I can take the binder with me for meeting with prospective clients.

~CHuck
 

NickyB

Gear and Equipment Moderator
I use DJI's surveys. The authors can elect to remain anonymous or not but I've had pretty good luck with them being willing to act as references. I usually send a link about 2-3 weeks after an event.
 

Mark Evans

Mobile Beat Moderator
Staff member
The secret to get a survey back is to offer a gift. Mine are online and have been for 10 years through DJI and you can post those right to your site. I did not get back but 1 survey from a wedding last year but then I only send these out for wedding and not family picnics etc. I did have one guy request a survey from me for his daughters grad party.
 

bill_smith

MobileBeat Moderator
Staff member
Hi Chuck, and as always, I am a great admirer of you and your drive to always believe that you can improve.

As you know, I'm a fond believer in working backwards through a question or a problem to it's penultimate solution at the beginning.

Starting with your next client, why not incorporate a feedback of your choosing, (DJI,Facebook, weddingwire etc) and brief them in your sales presentation about your quest to constantly improve, and be better not only for them, but for all your clients. My thought is that if you condition them at the beginning, you may get more valid and invested feedback as opposed to a "lifeline" survey thrown out a few weeks afterwards with no warning. in other words, give it more value than another email they have to deal with.

Explain in your sales consult that you want the feedback to make your service even better.

I believe that if you acquaint them with this aspect of your service, they will want to help you.

A secondary(just now) thought is to incorporate (with apologies to the Bachelor) a video interview and call it "after the final song". You could do this over skype for clients that are not local or if possible, an in person (video'd) interview much like when you started the process.

The caveat is for them to be absolutely honest, and tell you how they feel, when they send it to you or agree to meet you "after the final song"

Finally, I am reminded of a saying that a trainer gave me in 2010.

"Begin with the end in sight".

Good luck, hope I helped!
 

djmatt

New Member
We use our own custom made online survey and ask for an email to share with perspective clients. I feel we get a good return for only having 2 DJ's. We share 10 in our mailing and the oldest one is typically less than 6 months old. The ones online have a link at the bottom "Contact This reference" to show that we have emails for them to make them look real. I think the current generation of brides and grooms is more accepting of online surveys. But if they send me a card, I always scan it and post it.

Also, something I learned at the DJ convention in Las Vegas:
There will always be a group of clients who are your champions (actively tell people to hire you), indifferent (no complaints, but don't spread the word), and detractors (actively say bad things about you). When people fill out our survey, if they give us all very high scores and "yes" answers, at the end, the web site automatically puts links to The Knot and WeddingWire and ask for a review. If the review isn't stellar, it just says, "Thanks". That way, I only send our champions to those sites. There's no point in trying to get a mediocre or even negative review on those sites.

I also just heard this on the Feak-a-Nomics podcast: amateurs are motivated by praise, while true professionals, the ones who want to improve, crave the constructive criticisms of how they can always improve.
 

Mixmaster

Member
I do surveys after each performance. It starts with the consultation where I ask the client after the event if they would fill out our online evaluation form. I get over a 95% return rate.

I send them an email reminder and ask for their opinion on sound, lights, music selection, upgrades and of course the overal performance.

At the bottom of the survey I ask them to write a short comment and the comment (with thier permission) is posted on the testimonial page of our website. This makes a great reference page for clients who are considering our service

Mixmaster
 
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