Can a customer survey increase sales?

The answer is yes, both for consumers and B2B users, according to several studies described in the January-February issue of the Harvard Business Review. And the method is simple: start the survey with a positive question (“What went well with your experience?”) Starting with a positive question increases not only the reported level of satisfaction, but also LTV and loyalty. Pretty sweet.

The authors of the article correctly point out that starting with compliments won’t rescue poorly-run companies, may not be appropriate in certain settings., and can easily be used to manipulate ratings.

Do you start your surveys with compliments?

 

 

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