What would your customers or members say to their friends or colleagues about your organization? Would they rave about how great it is and win you new customers or members? Or would they rant about how awful it is and cause you to lose several prospects?

What your customers or members have to say about you depends on how loyal they are, but what they’re telling their friends or colleagues can be very different from what they’re saying when they’re face-to-face with the organization.

So how can you accurately determine the level of support you have? One thing you can do is include simple polls or questionnaires in your communication mix. This two-way approach will make your customers or members feel valued, and you will get the information you need to turn them into loyal fans. Observing how your customers or members truly feel about their experiences with your organization will lead to growth and improvement.

Depending on what your organization offers, here are some suggestions on what questions to ask and when to request for feedback:

Products

Include a link to the following questionnaire in your post-purchase transactional email. This is very easy to set-up with your BooRoo account and will make it even easier on your clients and members to respond.

1. How satisfied are you with your purchase experience?

? Very satisfied ? Somewhat satisfied ? Neutral ? Somewhat dissatisfied ? Very dissatisfied

2. How likely are you to purchase with us again?

? Very likely ? Somewhat likely ? Neutral ? Somewhat unlikely ? Very unlikely

3. How likely are you to recommend us to a friend or colleague?

? Very likely ? Somewhat likely ? Neutral ? Somewhat unlikely ? Very unlikely

4. Please explain why you answered as you did.

Services

Include a link to the following questionnaire in your thank you or follow-up email.

1. How satisfied are you with your experience using our services?

? Very satisfied ? Somewhat satisfied ? Neutral ? Somewhat dissatisfied ? Very dissatisfied

2. How likely are you to use our services again?

? Very likely ? Somewhat likely ? Neutral ? Somewhat unlikely ? Very unlikely

3. How likely are you to recommend us to a friend or colleague?

? Very likely ? Somewhat likely ? Neutral ? Somewhat unlikely ? Very unlikely

4. Please explain why you answered as you did.

Events

Include a link to the following questionnaire in your thank you or follow-up email.

1. How satisfied are you with the event?

? Very satisfied ? Somewhat satisfied ? Neutral ? Somewhat dissatisfied ? Very dissatisfied

2. How likely are you to attend another event with us?

? Very likely ? Somewhat likely ? Neutral ? Somewhat unlikely ? Very unlikely

3. How likely are you to recommend us to a friend or colleague?

? Very likely ? Somewhat likely ? Neutral ? Somewhat unlikely ? Very unlikely

4. Please explain why you answered as you did.

By integrating this kind of questionnaire into your communication mix, you’ll be able to get a snapshot of the loyalty level of your customers or members. If their comments aren’t defining the problem clearly enough for you, then you can send a more specific set of questions so you’ll be able to determine which areas you need to improve.