Experts suggest questions to ask customers


August 31, 2021

We asked Pest Management Professional‘s columnists and editorial advisory board members to name one overlooked survey question pest management professionals (PMPs) should ask their customers. Here are some of the experts’ responses from our August 2021 print edition.

Please take a minute to answer our latest one-question poll on this topic and let us know what questions you ask clients: Reader poll: Getting feedback from customer surveys

PMP’s Editorial Advisory Board and Regular Contributors

Hamilton Allen:

“Are we easy to work with?”

This is a straightforward question that with proper follow-up questioning can lead to the discovery of failing communication processes at any level of your business.

“Are you pleased with your technician?”

Survey questions should be specific, personal, and focus on critical areas of an operation. The question Are you pleased with our service? is open-ended, so we miss the opportunity to hone in on the customer’s satisfaction with their technician.

Dr. Faith Oi:

“What would cause you to drop our service?”

Doug Foster:

“Did someone recommend us?”

“If you are happy with our service and customer experience, would you please post a positive review on Google so that we might help others like you?”

Michael Broder:

“Does anyone here have any allergies?”

It is so much better for everyone’s protection to know this before any work is done.

“How did you hear about us?”

This is a common question for new customers and is a great way to find out what marketing tools work the best.

Jerry Schappert, ACE:

“We appreciate and wish to thank all of our clients for referrals. Which form of appreciation would you prefer most? Half off your next visit? Free mosquito treatment? Gift card?”

Paul Hardy:

“Is there any part of the home you would prefer us not to go into during inspection and service?”

Foster Brusca:

“Why did you contact me/my company for your pest control needs (and not another company)?

“What do you hope to get out of the pest control service that will be provided?”

Greg Baumann:

“Did you notice that spider webs were removed from around your doors and windows?”

I like this post-service question because it points out a company’s attention to detail. And, if the webs weren’t removed, management can remind the tech to do that. Nothing shows that a service was performed better than a customer coming home and seeing that the webs on the porch light and door were removed. If a company isn’t removing webs, your question might give them the idea to do it. It’s a nice touch.


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