How to Design a Satisfaction Survey

Begin your survey with broad or general questions and then move toward very specific questions.

There are many different types of satisfaction surveys. Just a few of these include employee, product, customer, job and health care satisfaction surveys. The key to designing a satisfaction survey that is productive is to vary your approach according to your purpose.

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Instructions

- 1
  
  Decide exactly what information you want to gain from your survey. This could include satisfaction with things such as funding/pricing, benefits, durability, reliability and function.
- 2
  
  Create a list of questions based on your goals. To determine if a customer was satisfied with the service at your restaurant, ask, "Was there any delay with drink refills?" Ask the customer to rate the service received on a scale of 1 to 10, 1 being the worst and 10 being perfection.
- 3
  
  Use a funnel approach when creating your survey. Begin your survey with broad or general questions and then move toward very specific questions to end the survey.
- 4
  
  Keep your question list brief and focused. Survey takers often become bored with lengthy questionnaires filled with multiple choice questions and written response questions. Avoid confusing words and off-topic questions.
- 5
  
  Distribute your survey. Hard copy surveys can be placed in employee mailboxes if the aim is to see how satisfied employees are with their jobs. Hard copy customer satisfaction surveys can be placed on the checkout counter or on tables. Ask customers to provide email addresses as they check out, and follow up with a survey sent via email. Employee satisfaction surveys can also be sent via email.

Tips & Warnings

Remember that survey-takers may not want to reveal detailed information about certain topics. Income is a good example of a topic where questioning could easily offend a respondent. In order to keep your respondents comfortable and their privacy protected, always make surveys anonymous and, when possible, create a survey that asks the taker to rate satisfaction, rather than write in their own answers.

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How to Design a Satisfaction Survey

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