How to Create Customer Satisfaction Surveys
Customer satisfaction surveys are a vital part of running a business, especially one that deals directly with the consumer. Ideally, customer satisfaction surveys should be an annual event, taking the pulse of your customers' feelings about your business, products, customer service, and competitors. Conducting effective customer satisfaction surveys can identify problems with your products or your ways of doing business before they sink your business. They can also help you discover unmet customer needs, leading to new products, new locations, or other initiatives that will grow your business and help it prosper.
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Things You'll Need
- Word-processing software
- Survey software, such as Zoomerang or SurveyMonkey
- Feedback from several departments in your company
Instructions
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Draft a survey asking your customers what you would like to know in terms of their views on your products, the level of customer service they receive and their opinion of your company as well as your competitors. The questions you can ask are flexible, but be certain to ask customers to rate, on a scale of one to 10 or one to five, several of your key products and to rate their satisfaction with your service and with your company overall. Consult with several departments in your company to find out what each department would like to know from your customers. Try to incorporate as many of these questions as feasible while keeping the number of questions under 20, and the amount of time needed to complete the survey under 10 minutes.
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Program your survey following the instructions for your chosen survey program. Ensure that the service level you've subscribed to allows for as many responses you anticipate, and allows for the types of questions you wish to include. You may wish to use "skip logic" on some questions, which is giving people certain questions only if they give a certain reply to a previous question. For instance, if some people reply that they are dissatisfied with a particular product, you may wish to follow up with a question asking why. Have at least three people test the survey before you deploy it.
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Send out the survey via email to your email list. Also include a link to your survey on your company's homepage and on its social media presences. If you have a retail location, print paper copies of the survey and distribute them in your store. Including an incentive, such as a discount coupon for respondents, can increase response rates.
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References
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