How to Create a Customer Service Survey
Running a successful business is only as good as the customer service that you provide. To give the type of service that will keep customers returning to your door, it is important to learn what your customers really feel about your business and the services that you provide. The most simple and efficient way to accomplish this is to conduct a customer service survey and get the answers to your questions straight from your customers' mouths. If you have never created or implemented a customer service survey it is important to create one that will ultimately improve your business success.
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Instructions
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Determine what method will work best when creating your survey. Surveys can be created and distributed over the Internet by using online survey creating software (see Resources). When using online sources, you can make surveys that can be emailed to your customers, placed on your website and in some cases, printed and distributed by hand. If using the Internet is not your preferred method, surveys can be created on your computer and sent to a print shop, or you can give your specifications to copy writers who can handle the entire process for you.
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Decide the format and scale. Take into consideration what format will best represent the types of questions that you are asking. Yes or no; multiple choice answers or fill-in answers are some of the options that should be considered when formatting your survey. It is important to scale your questions accurately and consistently to get the best results. In most cases a Lickert five-point scale is the best option, giving your customers a range of answers from Strongly agree to Strongly disagree.
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Consider what questions need to be asked. Take into consideration complaints that you have previously been made aware of and your own concerns when preparing questions to ask your customers. Choose questions that directly impact how your customers view your business, be it for better or worse. Create no more than 15 to 20 questions that are clear, brief and to the point.
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Leave room for customer comments. Once you've asked all of the questions that you can think of, leave a section at the bottom of the form for your customers to give you feedback. This is probably the most crucial aspect of the survey, as it allows the customers to speak directly to you without being led by a question. You will likely find these answers to be the most honest and potentially useful.
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Tips & Warnings
Use the results of your survey when discussing customer service issues with your staff.
Poor customer response could give you results that do not properly reflect how a majority of customers feel about your customer service.
References
Resources
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