If your business is providing at-home products and services like pest control, alarm systems, or even solar panels, you might have it tough. There’s stiff competition. It can be a grind to even get your foot in the door with homeowners—literally. And even once you’ve won valued customers, you still might struggle to maintain a positive reputation or to continually earn high satisfaction ratings.In fact, 32% of FSOs are failing to attain at least 80% customer satisfaction. This has a big impact on a company’s online reputation, creates a ton of expensive churn, and can ultimately prevent new customers from signing up.
Luckily, there are two things that can help FSOs not only look great online but improve customer satisfaction.
Let’s say you’ve just had a great conversation with a prospect and they want to think about it. What are they likely to do right away? Search for you online to check out your reviews and your reputation. These days, 97% of people read online reviews before they’ll work with a business. That means you need plenty of reviews, but you also need a solid review score that represents the excellent service you provide, so you can earn those great reviews. So, when that prospect searches for you, what they see are lots of people singing your praises and removing any reservations they might have about doing business with you. So how do you get more of those reviews? Here are a few steps any field services business can take to get more of, and more from their online reviews
Reviews provide valuable feedback, but what if you want information about something specific? Say you want to know how well each service visit was. Maybe you’re curious about a homeowner’s overall experience with a new solar install? For this, you should develop a survey program. Here are the steps involved:
For a more thorough look at how to create surveys and gather feedback, check out this piece.
Better service is how you win in the field services game. But it’s not enough to provide stellar service, people need to know about it. Luckily, surveys and reviews can help you do both at the same time. Reviews contain valuable feedback, but they also help improve your online reputation and give you more visibility in local searches. Surveys go a level deeper. When you regularly apply feedback you gather in surveys, your service quality improves. Suddenly you have even more awesome reviews and the whole cycle repeats itself.
If you’re looking for a great way to get more reviews and feedback, check out Swell. Swell helps businesses grow by giving them tools for gathering feedback and engaging with customers.