Small and Medium Businesses

Small business owners often skip customer surveys assuming the tools are built for enterprise. They aren't all, but they all have a hidden gotcha you'll only find after committing. Here's how to choose the right customer feedback tool for a small business across price, time to implement, time to execute, and analysis usability, with the dedicated small-business options that beat SurveyMonkey at this scale.

Small B2B businesses often assume they're too small for serious customer feedback or NPS, not enough customers, too informal a relationship. Wrong on both counts. Customer feedback scales down better than most enterprise consultants admit. Here are the four steps that make NPS work in a small or medium B2B organisation, starting with the hardest one: preparing to hear the truth.

Customer feedback surveys are easy to push off the to-do list when you're small, "we already talk to our customers". Here's why that intuition is wrong: customers won't tell you bad news to your face, proximity blinds you to systemic issues, and innovation can't run on what they don't say. Small businesses need customer feedback surveys too, and arguably need them more.

Hair and beauty salons have the same customer-feedback opportunity as any other small business, and almost none of the templates fit. This page pulls together the Genroe material most relevant to salons: how to design the survey, what to ask about, how to publish it, and how to analyse what comes back, with the specific tweaks that suit salon-style relationships.