Promoting Your On-Line Questionnaire
A special feature of the Customer Satisfaction Index service is a special, custom web page for your "web savvy" customers.
You will have a special Web Address (or a direct link to your website) which you can advertise or put on your monthly statements inviting customers to visit and "tell you how you’re doing".
This invitation can be your own, but might look something like this:
| Tell Us How
We’re Doing at: www.ClientSatisfaction.com?n=YourCode |
Note that the address in front of the = will be the same for all subscribers. The part after, however, will be you exclusive address for the special on-line questionnaire. You may choose what you want this to be during your sign up process. Please note that this is not your website address (URL). It is just a code for your bank, which will access your online survey direcly.
When your customers enter this address, they will be taken directly your on-line questionnaire. Click here for a sample of what it will look like.
This little slogan, or something like it, should be made a part of all of your advertising. And with the tremendous increase in household web access, it may evolve into the most popular customer feedback channel.
We have developed some samples of how you might make use of your ClientSatisfaction web address:
Embedded Link. You might also invite customers to "click" on an embedded link in an e-mail. Many banks now have begun collecting customer e-mails in their MCIFs, and are sending electronic newsletters or mailings. If you do this, you can invite customers to "click here" to go right to your survey. All you need do is put your address (clientsatisfaction.com?n=YourCode) as a hyperlink from your "click here" phrase. You should also put in the actual address just in case the link fails. Try it out first on a fellow employee, before sending.
You should also know, that to protect the integrity of the sampling process, only one survey will be allowed from any specific computer during a month.
The results of the online survey will be added to the paper surveys at the monthly update times. If you elect to do your paper samples on a quarterly basis, you will still see the on-line results each month! It will be interesting to see whether there are differences in scores between the on-line respondents and the paper respondents.
Special Note:
You may also establish a "link" to your own website.
