Here’s an easy question for any POS reseller: Do you conduct a post-installation merchant survey? Here’s a harder question: What’s the best way to conduct a post-install survey?
That head scratcher was posed to me recently by a Vantiv, now Worldpay reseller/ISV partner in Canada who wanted to launch his own post-install survey patterned after tried-and-true techniques. Thanks to input from a dozen of my friends in the Vantiv/Worldpay VAR/ISV community, I was able to assemble a document titled “Post-Installation Survey Best Practices for POS Resellers” as a guide for my Canadian friend … and for you, too. The document includes tons of details including specific questions for online, paper, and phone surveys; a template for a new customer letter; an installation status report checklist; and even comments from resellers who shared their reasons for not conducting a post-install survey.
The purpose for creating this guide was two-fold. First, I wanted to present a variety of best practices related to post-installation surveys for POS resellers. The second goal was to provide resellers with significant time savings when they create or update their post-installation survey process. Below are excerpted highlights from this special guide that I hope steer your company towards better customer service. (Please note that company names and individual names have been deleted.)
“We keep it pretty simple. Post installation (new system) we meet face-to-face with the customer and our project manager. That allows us to stray away from the canned post-installation survey and have good dialog vs. sounding like an automated system. We do want answers to the following questions, which we’ll ask at some point in that meeting or call.”
- Please rate our *Company* (1-10)
- Would you recommend *Company*? (Y or N)
- Please rate the Product (1-10)
- Would you recommend the Product? (Y or N)
- Why or why not?
- If yes, do you have anyone we can contact?
“We also do an automated survey after each support call. We offer a note option under each question.”
- Are you satisfied with the overall service you received? (happy face or sad face)
- Did we solve your problem in a reasonable timeframe? (1-5)
- How would you rate your technician’s performance (1-5)
“We have two sets of surveys. The questions have a choice of numbers 1 to 5; 5 being the highest satisfaction and 1 being the worst. First is the Post-Project Survey:”
- Overall satisfaction with your project.
- Knowledge of your consultant.
- Helpfulness of your consultant.
- Do you believe that this project will help improve your business?
- How likely are you to recommend *Company* to a colleague or peer?
“Second is the Service Ticket Completed Survey:”
- How satisfied are you with the ability of our Representative to solve your problem?
- In my opinion the service was given in a timely manner.
- The issue has been resolved to my complete satisfaction.
- How would you rate the quality of service you received today?
“We mail a new customer letter followed by a post-installation letter (below) and paper survey.”
Thank you again for choosing *Company* as your Point of Sale provider. I am pleased to hear that the installation of your system is complete. As I mentioned in my previous letter, feedback on what we did well and where we can improve is very important to us. Enclosed is a post-installation survey. We would greatly appreciate if you would take a few minutes to complete the survey and return in the enclosed envelope, or alternatively you can complete the survey online at *Website*.
I do appreciate the value of your time! Enclosed is a certificate for $100 in supplies as a small token of my appreciation for completing the survey.
Ongoing feedback is important to us as well, and we strive to make that as easy as possible. Feel free to use the following feedback options at any time:
- Service Order Surveys – a link included with the Closed Service Order e-mail notification.
- General Feedback Form – *Website*
- Management Escalation – John Smith 555-555-5555 ext. 555 or at *Email*.
- If at any time you are still not satisfied, please do not hesitate to contact me directly. You can reach me at 555-555-5555 ext. 556 or at *Email*.
A POS VAR who conducts only phone surveys put me in touch with his receptionist who initiates those conversations. Talking with her made it clear to me that a process and good questions are only fraction of this process. Having a friendly, genuine, caring person making the calls is of supreme importance. Here are some my notes from my conversation with her:
- Every Wednesday I have a list of calls to make – I call both new installs and make a follow-up call for techs who conducted service calls
- I try to talk with the person who called in the problem or ordered the install. If they’re not available, I talk with manager on duty.
- I don’t want to intimidate with a long list of formal questions
- The call is professional but comfortable
- “On DATE you had DESCRIBE PROBLEM/INSTALL. Is everything working properly?”
If no, have the tech create a ticket
- “Are you satisfied with the work?”
- “Any comments about our technician?”
- “Anything we can do to make the experience more pleasant when you call us?”
- Nobody calls me back, so I don’t leave messages. If I can’t get a hold of the main contact, I talk with someone else who might know about the problem.
- I enjoy people. We want to be personal with them and have them hear a friendly voice from our company.
That’s just a portion of the methods and techniques detailed in our “Post-Installation Survey Best Practices for POS Resellers” document. Please reach out to me if you’d like a copy of your own, and I’ll be sure to email the 12-page PDF to you right away.