Why MadeOn's Post-Purchase Survey Results Matter
Wednesday, May 8, 2013 at 10:17AM Yesterday I spent two hours reading through last month's survey answers and posting testimonials here. I do this once a month and although time-consuming, it was worth it.
Since the start of our business in 2009, I follow up with customers every month by email. We set up a survey online to make it easy for people to give honest answers about their experience with our products. In the early days, it was all about the hardness of the bar - do you prefer it softer, harder, or the way it is... Who did I listen to the most? Those who had dry skin issues. We also listened when people weighed in on what was more important, the organic qualities of the skin care or the healing properties (you'd think people would say both equally, but the healing properties came in as a stronger preference). We found out what needs people had and worked to come up with product solutions for specific requests.
My favorite part of reading through the surveys is finding out how something as easy as a few ingredients melted and then hardened together could ease some discomfort that people face. Here are just a few sentences I read on the surveys:
Maggie in UT: My hands are dry; I live in Utah where it is very dry. I like that the hard lotion bar leaves a nice covering and the texture is very comfortable. It's handy to have in my pocket at work as a flight attendant.
Natalie in VA: I have mild psoriasis and BEESILK hard lotion worked well at reducing symptoms. Beesilk Jr was very hydrating and gentle on baby's skin. Also, I really like the soap!
Nicolle in CO: I have dry hands. The hard lotion bar gets rid of my cracks in a day!! The lip balm is my favorite Chapstlck. I will never use anything else - it moisturizes my lips.
I had over 50 similar testimonials from one month of surveys (see them here). Yes, my husband makes me go read them when I'm having a down day. That's not to say that every single person is 100% satisified. One woman told me the tinted lip balms "stink" and she can't stand the odor of them. (I surprised her with a refund, but I won't stop using the cocoa butter.) Someone else was disappointed that it didn't cure her keratitis pilaris. I wish it did. But then there's someone like Cynthia, who writes, "My elbows used to cut people.... I tell everyone about you and will never buy any other lotion" That's what I love.... providing skin care to people who used to hurt people <grin>.
So what's in it for you? These testimonials provide confidence to the hesitant buyer. Skin care can be such a delicate and complex matter, and people who struggle with various issues have a chance to check if one of our products could help them, by reading what other people have to say. Although I offer a money back guarantee, I do understand that people would prefer to make an informed decision and then purchase, rather than "hope it works and then beg for a refund if it doesn't."
And, there's a coupon code for those who take the survey.
Thank you to the thousands of survey-takers who have contributed their time, suggestions, reviews, and opinions to help us succeed at our business. If you've purchased before and would like to leave feedback, email me for the survey and I'll give you the link. (renee@hardlotion.com)
Here's what the survey looks like, with answers from the latest survey-taker:
feedback, review, survey, testimonial 
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