#2 Posted: 27 May 2011 04:21
I would recommend that you can use mystery shopping activities to get your customers to feedback their experience. I would also recommend maybe using focus groups or even simple call to get your customers to feedback what they thought about your services.
Also marketing and communicating your compliments, comments and complaints processes would be beneficial to capture your customers' feedback.
One key reason people do not return the survey back is that some surveys are too long to complete. Have you tried to cut it down, or maybe just using the Net Promoter Score technique to get the information you would like?