If you aren't keeping them happy, they will find someone else who will. The bottom line to the successful operation of a live operator business is maintaining a loyal customer base. Present answering service owners must look for new ways to improve their business which can be done by applying corporate management techniques. To apply these techniques, management must have the information to utilize the changes and improvements. Thus in order to improve customer retention and increase profits, management must have continual feedback from it's customer base.
Customer surveys can identify factors that are most predictive of customer risk and loyalty.
This alone indicates that an astounding number of customers might be ready to switch services. In real business terms, a lost customer is a shocking expense. Conversely, a dissatisfied customer can spread the bad news and undermine your business. The following responses are from a recent customer survey taken around the country. One of my parishioners asked what time the church service was held and was told they didn't have the information.