This is a blog on using a commercial carpet cleaning customer service survey after an initial service. This is focused on commercial carpet cleaning but can be applied to window washing, pressure washing, janitorial and commercial cleaning. Most residential cleaners want to focus on reviews and send customers to review sites like google, yelp, facebook, etc. Most commercial cleaners don’t want their customer list in public for competitors to go after so a customer service survey is much better.
The simplest way is with email marketing to send a link connecting with a landing page the survey is on. In the body of the email write a short couple sentences or a paragraph thanking the customer for their service and asking for feedback. Under the body include a call to action with a big button that links to the landing page with the survey.
We then create a landing page with the customer service survey embedded, best case scenario this will be connected with your sales and marketing software so the information drops right into the customer’s account and you are alerted.
At the top start off with the header including your logo and company information like phone number and email contact. Then an image or job picture can be placed underneath, think this is a great opportunity to place a before/after picture of the actual carpet cleaning job. Can be very powerful to remind customers of what the carpet look liked before.
Call to action- can be a simple statement, for example “your opinion matters” or just a simple link back to your website for some reason.
Text/body- Here we wrote a short paragraph reminding them of the recent service and stating how important customer feedback is to our business. This isn’t a flippant statement for most business owners, I really want to know what part of our customer experience people like and don’t like so we can improve in the future.
Survey and Testimonial Questions
The survey itself is split up into 3 parts, service-technical and the power question (the important one). We set this up with three answers unsatisfactory, satisfactory, outstanding. Some cleaners use a point system of 1-3 and add up the points to create a number easy to track.
Obviously the first input will be the name, the reason is we want our sales and marketing software to know who this customer is and the information to drop right in the CRM. We used a 5 question template, personally feel the shorter, the better when asking someone to spend time like this, just my opinion.
- The first question is the appearance of the technicians
- 2nd question courtesy of technicians
- 3rd question Overall appearance
- 4th question any spots/stains
- 5th question is the power question, would you recommend us or would you use our service again
At the bottom use a quick little comment section and the call to action for submitting or entering the information.
Customer Service Survey are a great way to find out ways to improve your business and build deeper relationships with people. Nothing is more powerful then showing customers you care and are listening to their specific needs.