Think of the last time that you spoke to somebody at a big company. You had to contact them
for something. Could have been some support. Could have been an inquiry. Now, tell me:
did you ever get two different answers from one person at the company and then from another?
It's not listening to the customer, right? It's a big problem! But how do you get to listen to
the customer? How do you get people to do it? How do you train them to do it?
One obvious way is to do surveys, but surveys can be a bit clunky. No longer! Have a look at this!
So, this is Survey Sparrow and I'm going to create a new survey. You're going to see just how easy it
is...not for you to create the survey...but how easy it is for the customer to receive it. Have a
look! You've got all of these templates here. Let me look at the chat survey. You know, you almost
wouldn't call it a survey because it just seems like a natural conversation. Have a look at this:
browse the chat templates and we'll do the customer satisfaction survey.
So, they've got all of these templates in place and as you can see it's so easy. "Could you
please spare a moment to share your thoughts with us?" So, a very gentle, kind polite way of
asking people. "Yeah, okay." This is great! I want this one. And then you say, well, "What
are the top reasons that made you choose us?" And you can change those words. You could change "us"
to the name of your company. "Well, I found it really easy to use." Look at this! Well, how
would you rate the quality of our product? "You know, I think I'll give it a four out of five."
"Okay, what about the competency of our customer support?" "Oh, look. You guys were
terrific!" So you see how this works. "And what are three words that... " like people can't help
but answer these questions! You feel like it's a conversation, right?
And so, this is really just such a beautiful way of setting up a survey. Now I'm going to,
I'm just going to hit Send. There "Whoa! Okay!" So, you can see for the customer, it's a really
easy experience. "What are the ...oh yeah...they were fast, kind and helpful." There we go.
So, and, what about: "how likely to recommend mediapandaa to a friend
or colleague?" "You know what? I'm pretty happy. I'd say a nine. Yeah."
Okay, now you can actually change this to say "a nine! Wow! Thanks very much! That's amazing!
That's awesome! We're really, we're really trying to help you." See what I mean? I mean,
if they give you a three, or something really low, then you can say "hmm, uh. Do you mind if I check
out your customer support call, so that I can just see if there's any issues that we can resolve?"
So you see how this works? So, really, really simple. I'm just going to go back to the templates
here and you've got all of the usual things that you would expect with a survey. You've got
very elegant, easy to use. You can do your employee engagement surveys and website
feedback and all of that sort of stuff. And what we'll do, I'll close this one up.
And, as you can see, it's really, really simple. There's a whole lot more to show you about
Survey Sparrow but at the moment I just wanted to share with you this short video, just to give you
a simple run through of what it looks like. It's going to be a really good experience. It's
a great experience from a mobile phone. And you really like that because like who wants to feel
who wants to complete this clunky survey, especially if you've had a bad experience,
you know? When you ask people to do a survey it's kind of, it sounds like really self-serving.
It's just for your benefit and not for theirs. But if you can make it a pleasant, delightful
experience then you're going to get really decent and honest feedback, which is wonderful. Now,
I'm an affiliate for Survey Sparrow, so check out my affiliate link and then give it a test
run. Try the free trial. See whether it's something that can suit your business or
other businesses that you work with because really that customer feedback is just gold.