What Do Customers Really Want? Survey Reveals the Truth

How an organization handles this question (and the answers) will determine its ultimate success. Because if you consistently offer your customers what they want (at a price they feel is fair) you'll have all the customers you can handle.

Recently, I surveyed about 2,000 people on this topic. They came from all over the USA (32 states). I asked them all this question:

"When you are a customer, what do you want?"

When they answered, I listened. I kept track of what they said and I tabulated the results. I removed results that had to do with specific products or services because I was looking for information that would be helpful across many industries and organizations.

So, without further ado, here are the results of the Group Customer Service Survey:

"What Do Customers Really Want?"

1. Listen to me
2. Know more than I do (about your product or service)
3. Be easy to work with
4. Give me what I came for
5. Smile
6. Tell me your name
7. Acknowledge my presence
8. Don't treat me like I'm an interruption
9. Show me you care
10. Don't waste my time
11. Be honest
12. Offer alternatives if you don't have what I want
13. High quality and low prices
14. Don't try to sell me. Just help me
15. Do what you say you're going to do
16. Keep me informed

(The results are in ranked order from most popular response.)

Use this list as you work with your employees. Do you do all of these things for your customers? If not, why not? (You better have a good reason.)

The more you give your customers what they want, they more loyal they will be. This list can help you give your customer what they want. 

About the Author

Kevin Stirtz is the "Amazing Service Guy". He helps companies increase revenue and profits by improving customer service. Get a copy of his latest book: "More Loyal Customers" at www.AmazingServiceGuy.com.