Pulse of the PROs: Do You Gather Customer Satisfaction Information?

Between the power of social media and the influence of word of mouth, customer satisfaction rates can significantly impact your portable restroom brand. However, not all clients openly share their experiences. For every customer who reaches out to express gratitude or dissatisfaction, there will always be another who silently decides not to use your services again.

On this note, we want to know if you solicit customer feedback, how you respond, and if you track information to develop actionable insights. Email info@johntalk.com or message JohnTalk on Facebook, LinkedIn, or Twitter to tell us how you handle customer feedback.

How Do You Address Unsolicited Feedback?

Nearly every driver has a story about picking up a portable toilet from a customer site and hearing praise or complaints. Customers also message and call your office to express their views. Some don’t wait until the contract ends; they want to know if you cleaned their unit or performed duties as requested.

In these cases, your role as PRO is twofold. First, you thank the client or address their concerns (then give credit or address the issue with your service technician). Second, you can enter details on your client’s account and a database for future analysis.

Consider these questions when messaging JohnTalk:

• Are service technicians trained on how to respond to unsolicited feedback?
• Do drivers carry feedback forms or otherwise record responses?
• Do you add comments to the customer’s record or a general database?
• How do you follow up with clients and technicians regarding positive and negative responses?

Do You Request Customer Input?

Aside from spontaneous reviews, some PROs request client feedback by adding survey links to invoices or following up with emails or text messages post-sale. You might simply put the question on your invoice with a space for comments. It’s not just about collecting information; it’s showing clients that your business cares about their opinions.

Let us know if you ask customers to tell you how you’re doing. Do you use a survey service or encourage comments on your invoice?

How Do You Track and Use Feedback?

It is essential to immediately follow up with a customer who had a poor experience. Recording these details on the client’s record also helps. This way, you can give them the white-glove treatment if they return or send a targeted promotional offer asking them to give your brand a second chance.

Customer feedback also shows trends over time. Suppose you have six months of data. With this information, you can see complaints with the tags “malfunctioning lock” or “inadequate supplies” and see which unit, technician, and timeframe it refers to.

Do you use a spreadsheet or software program to monitor survey responses? Or do you speak with staff and manage feedback on a case-by-case basis?

Measuring Customer Satisfaction

While it’s impossible to please everyone, tracking interactions over time is the only way to see patterns. Yet, monitoring spontaneous feedback is challenging, as is manually entering data. Not all portable restroom businesses require third-party survey programs. We want to hear how you handle customer feedback. Drop us a line at info@johntalk.com or message JohnTalk on Facebook, LinkedIn, or Twitter.

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