Do Surveys Matter? Yes – Here’s Why

It seems like you can’t shop anywhere, whether online or in retail establishments, without being asked to fill out a survey or answer questions on one of those “How are we doing?” cards. And yes, we rely on this data as well, having already asked for your feedback on our product selection, service and support.

Everyone is busy these days, so we understand that it can be asking a lot for you to take a few extra moments to let us know what you think about our website.

This is especially true if you’ve had a positive experience because that’s what you’ve come to expect from online marketplaces—an easy, convenient, seamless and secure process. (Which most of our customers have, I’m happy to report.) It’s been gratifying to hear from those of you who tell us about their transactions, whether it’s a purchase of one part or ten. We’re proud to be filling a niche for heavy-duty truck parts online that buyers and sellers have needed for a long time.

But just like every other business, we have discovered that it’s the unhappy customers who are always eager to let us know when something goes wrong – and we welcome that feedback. As a rapidly growing company, our overarching goal is to always provide best-in-class customer service, but when we fall short, we expect to be held responsible and welcome the opportunity to correct any missteps.

For the overwhelming majority of our customers, however, the buying process proceeds without incident. You found the part you needed, paid for it, the part arrived when expected and the transaction was complete. That’s the way it’s supposed to work, so why stop and fill out a survey just to tell us that we did our jobs?

Well, one reason is that these feedback surveys also provide an opportunity for you to let us know if there’s anything else you’d like to see on our site, or if you have any suggestions on how we can serve you even better in 2012 and beyond.

Hundreds of purchases are initiated and completed on our site every day. The majority of those who told us about their experience gave us high marks, and would recommend the FinditParts site to others. That tells us our efforts to provide a successful purchasing experience for customers are paying off. But with that much daily activity it requires extensive and constant effort to track all of the details on each transaction. When you tell us what went right and what went wrong, it helps us to decide where we can make adjustments that will help make finditparts.com everything that customers need it to be.

And when we receive a particularly innovative idea, or a question that might also be relevant to other customers, we may use that feedback as the subject of a future blog entry. So if you can, please take a moment to fill out our survey if you haven’t already. It’s the fastest and easiest way to help us serve you better.