Customer satisfaction survey: an essential event


Customer satisfaction survey: an essential event

event management | event organizer | corporate Events | event management companies,

During an event, each organizer wishes to know the opinion of the participants present on the day J. For this, it is recommended to seek their opinion through a satisfaction survey. They can tell their impressions and that the organizer can install a relationship of trust.

 What you want to get from the survey

Currently, it is difficult to evaluate from A to Z an event only by looking at the affluence on the day J. The gathering of the opinions of the various participants allow having a more objective opinion on this one. The satisfaction survey can be used to determine the strengths and weaknesses of your event. It will allow organizing the next edition in a more serene way. It is necessary for your participants to make their own feedback through simple and relevant questions.

Aside from knowing the preferences or reasons for dissatisfaction of the participants, the organizer may also aim to measure the performance of the event compared to those of other competitors through some questions in the form. Find explanations for organizational questions or solicit new ideas for interactive animations, for example. So many goals established when designing a satisfaction survey. In parallel, the various answers obtained at the end of the questionnaires can also make it possible to sensitize the staff of the organization but also to motivate it.

 Know your target

Generally, the target has already been established before the organization of the event. Nevertheless, it is important to redefine it in order to launch the questionnaire on a good basis. It also helps to determine the preferred language style when formulating questions. Thus, depending on the needs of the organization, the target can be defined with all clients or a representative part of the clients. For example, we can choose to choose women from 20 to 35 years for example. At the level of very dissatisfied customers, it is also possible to offer them a service adapted to the fact that it is no longer faithful to the organization such as, for example, a contact with customer service. This will highlight the negatives, improve them for future events.




Email and SMS

Speaking directly to the participants allows you to quickly find out about the improvement points for your events and to improve all the services offered. Thus, each channel, e-mail, telephone or social networks, has its own advantages and disadvantages and must be chosen according to the previously selected target.

At first, e-mail remains a clear and fast way of evaluation. Regularly used as a result of a festival or seminar, for example, it is the most used channel. During an event, emails can be sent, especially between noon and two at mealtimes, to take the hot reactions of participants. Usually presented as a questionnaire with a link to an online form, it is important to humanize this process so as not to make it too automatic. Consumers like to feel involved and feel the importance of their opinion. The e-mail makes it possible to send the questionnaire to a large group of participants but remains devoid of direct contact with the customer with an uncertain response rate.

The SMS also allows for faster results without significant financial costs. Nevertheless, this requires having collected the number of participants, often communicated in advance when the participant has ordered his ticket.

Social networks

In parallel, with the constant rise of social networks, it is important that the customer can express his opinion on an event when he wishes. Apart from being an ideal channel to reach a wide range of participants, returns are fast and numerous. Generally, when a customer goes to an event, they like the page of the organization to be aware of all the arrangements for the D-Day. Thus, the organizers must take advantage of this tool in order to post the form in line on the different pages to collect the desired data. Clients will be more willing to respond to inquiries about an event they have attended and are interested in.

Other means

However, if possible, hostesses can collect information by going directly to the participant. By asking questions or giving a form. This makes it possible to have continuous feedback from customers and to be able to install a climate of trust through different interactions.

Other means are also used. For example, the phone that allows for more precise and targeted responses to the customer to whom it is addressed. This tool is regularly used when the organizer wishes to have testimonials concerning the course of the event. The affected audience is still very small, unlike investment time, which is quite consistent.

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