Back to top

Encompass® Agency Insights



Customer Survey Tips

As a small business owner, you're likely looking for ways to improve your services. And while staying on top of industry developments and consumer trends forms a large part of that endeavor, another aspect of maintaining top-notch service is knowing what your customers want… and how well you're supplying them with it. That's where customer surveys could come in handy.

Insurance Agent talking to a couple.

When approached politely and in a timely manner, customers may welcome the opportunity to share their experiences, good or bad. And by taking their feedback to heart, you can continuously adjust your services to meet the needs of your clientele. Keep these tips in mind to help you get started.

  • Choose a convenient survey method. Approach customers in a flexible manner so they don't become irritated and opt out of the survey altogether. Though getting real-time, in-person feedback is optimal, consider providing an alternative. For example, you can use online or email surveys that people can fill out on their own time. For small businesses, these can be cost-effective solutions.
  • Set a clear goal and keep it short. Be mindful of your customers' time and improve your chances of receiving timely responses by keeping your survey short, sweet and to the point.
  • Include open-ended questions. Though ratings are important, you'll want to understand the why behind the ratings. Open-ended questions can help you receive specific feedback.
  • Avoid positive bias. If you include ratings, make sure to avoid positive bias, according to the Huffington Post. This can occur when, for example, you provide five possible answers, three of which reflect a positive range. To promote objectivity, ensure there's an equal division of possible answers ranging from very negative to very positive.
  • Follow up. Whether it's a phone call, a hand-written card or a personal email, take the time to follow up with survey participants. Thank participants, and for those who contributed very valuable insights—even if it was by means of negative feedback—it's a good idea to approach them personally and engage them in conversations about your service.
  • Review the feedback with your staff. Once you've received feedback, use it. Review it with your staff and make a list of the most important likes, dislikes and needs. Then come up with a strategy to improve your services and implement that strategy.


A group of Encompass agents

Customer Centric. Agent Focused.

Our simple, tailored approach to coverage offers powerful benefits to you and your clients.

Become an Agent

The general information contained in The Encompass Blog is provided as a courtesy, and is for informational and entertainment purposes only. The contents of this website are subject to periodic change without notice. Information provided on The Encompass Blog is not intended to replace official sources. Although attempts will be made to ensure that the information is accurate and timely, the information is presented "as is" and without warranties. Information contained on The Encompass Blog should not be mistaken for professional advice. Information contained herein should not be considered error-free and should not be used as the exclusive basis for decision-making. Use of website information is strictly voluntary and at the user's sole risk. We encourage you to obtain personal advice from qualified professionals when making decision regarding your specific situation.

Other resources linked from these pages are maintained by independent providers. The Encompass Blog does not monitor all linked resources and cannot guarantee their accuracy. Statements, views and opinions included in an independent provider's material are strictly those of the author(s). These views may not necessarily represent the opinions or policies of The Encompass Blog, the Encompass family of companies or its agents, officers or employees.

ECC Monitor: OK