How to Write a Customer Satisfaction Proposal

Companies today realize that a happy customer is a returning customer.

Companies today need to put their customers first and work hard to keep them happy. For this reason, companies need to know what customers like or dislike about their product or service. There are many methods for gathering this information, but a customer satisfaction survey is a good way for companies to learn what their customers think about them.

Instructions

1. Define your objective for the survey. Establish why you are writing the survey, what you intend to do with the results and how you will use the information to retain customers and find new ones. Use the answers to these questions as your guide.

2. Gather demographic information for the group of customers you are surveying. This data will help you define which groups are more or less satisfied with specific aspects of your service or product. For example, you can tell whether customers in a particular city or region are more satisfied with your service than those elsewhere. The more detail you have on your customers, the easier it will be for you make meaningful conclusions about needed improvements.

3. Write the survey in a non-biased tone. The questions should never lead your customers toward a certain answer. A survey with such questions may not provide results that reflect what customers actually think.

4. Mix open-ended questions with those requiring a simple yes or no. The open-ended questions allow your customers to express exactly what they like or dislike about your product or service. Avoid including too many open-ended questions, however, as the survey could become too time-consuming to complete.

5. Make the survey understandable. Write your survey in a common language everybody can understand. Avoid using company-specific jargon, acronyms and foreign words.

6. Test the survey before you distribute it. Give the survey to a few test customers to make sure there aren't questions that are confusing or biased, and to ensure the survey isn't too long for people to answer.

References

• Writing a Customer Survey
• Measuring and Managing Customer Satisfaction