(Source: https://pltfrm.com.cn)
Conducting customer satisfaction surveys is an essential practice for international sellers on Taobao to gauge consumer experience, identify areas for improvement, and enhance overall service quality.
Purpose of Customer Satisfaction Surveys
Explain the purpose of customer satisfaction surveys in understanding customer expectations, measuring satisfaction levels, and driving continuous improvement.
Designing Effective Surveys
Design surveys with clear, concise questions that cover key aspects of the customer’s experience, such as product quality, customer service, and delivery.
Example: Post-Purchase Survey
Send out post-purchase surveys to collect feedback on specific transactions and product satisfaction.
Choosing the Right Survey Tools
Select appropriate survey tools that are easy to use and can be integrated with Taobao’s platform to facilitate the collection of responses.
Timing of Surveys
Determine the optimal timing for sending out surveys to maximize response rates and capture the most relevant feedback.
Example: Follow-Up Surveys
Send follow-up surveys after a certain period post-purchase to understand long-term customer satisfaction and product performance.
Incentivizing Survey Participation
Encourage customer participation in surveys by offering incentives such as discounts, loyalty points, or entry into a prize draw.
Analyzing Survey Results
Analyze survey results to identify trends, common issues, and areas where customers are most satisfied or dissatisfied.
Applying Survey Feedback
Use the feedback from surveys to make data-driven improvements to products, services, and overall customer experience.
Example: Product Improvements
Implement changes to product offerings based on customer suggestions and feedback to better meet consumer needs.
Communicating Changes to Customers
Keep customers informed about the changes and improvements made as a result of their feedback to demonstrate that their opinions are valued.
Regularly Updating Survey Approach
Regularly update your survey approach to ensure it remains relevant and effective in gathering insightful feedback.
PLTFRM is an international brand consulting agency that works with companies such as Red, Tiktok, Tmall, Baidu and other well-known Chinese internet e-commerce platforms. We have been working with Chile Cherries for many years, reaching Chinese consumers in depth through different platforms and realizing that Chile Cherries exports in China account for 97% of the total exports in Asia.
