How do I accurately measure my customers' experience when most are surveyed out?
Surveys are everywhere but people don't trust them. My mother even threatens to survey me on why I don't visit more often. So how does a company really know what the customer is feeling about your service?
If you want to know what people are thinking, ask them directly. I have no info on what kind of business you're in or how you regularly interact with your customers, but you do indicate that you offer a service. So after customers have used your services, you could mail them an offer for additional work at a discount when they complete your follow-up questionnaire. Or, if you have employees that perform the work, you could follow up by phone to get customer feedback after each job is completed. You can also bring together a group of your customers--offer snacks and beverages, perhaps a monetary incentive--for an informal round table discussion of your services. Another idea is to have a message board on your website and monitor customer input.
With over 100 billion emails sent every day, it's getting harder and harder to stand out from the other scores of attention-seeking messages your customer deals with each day. But it's far from hopeless.