Customer Satisfaction Survey

Where to start?

Objective - Before you start compiling your survey it's best to first consider what the targets of the survey are, in that way you will remain focused and discover it simpler to resolve what questions to ask.

Analysis - In addition to the objective think about also how you'll analyse the answers having completed the survey. Keep in mind that 'closed' questions (where the respondent is asked to select from a limited number of responses) are simpler to analyse than 'open' questions (where the respondent can reply in anyway they need). A lot will rely upon the amount of respondents, the higher the volume the more important it's to have a simple technique of analysing the results.

Opportunity - Understand that as well as obtaining useful market analysis data customer surveys are additionally a great way to publicise features of your service that your customers is probably not aware of. After you've drafted your survey read through the survey from a market analysis view point and verify that you are asking the fitting questions in the appropriate way and that with the suggestions information it is possible for you to to make informed decisions. Then, read through the survey from a advertising and marketing view point, verify that you have phrased every question so that every opportunity has been taken to advertise your corporation? The best question will perform the following three functions:-

Market analysis - provide beneficial suggestions that will help you enhance your customer satisfaction levels and in turn your enterprise

Marketing - promote points of your business

Information/Education - advertise a service that you provide that your customers may not have been unaware of

For instance:- Do you find the in-store child changing facilities useful?

By asking this question not only will the store obtain good suggestions on the facility they provide but they will also promote their baby changing facilities and promote themselves as a family friendly store beyond those customers who have a particular need for the facility provided.


Warts and all - to benefit most from a customer survey you need to be prepared to dig deep and accept the worst. A customer satisfaction survey must be designed to focus on issues so that they can be addressed; regular customer satisfaction will prevent complacency and also will give early warning on where your rivals initiatives could also be losing you business.


What to ask?

Although each enterprise is likely to have specific and distinctive factors that are necessary in providing good customer services there are common areas which can be related to all businesses be they a physical retailer, Web based or a service industry. The following are some key areas to providing good customer service.


Communication - Do you make it easy for the client to communicate with you? When a customer telephones is the telephone answered promptly; are enquiries about services or products properly handled? An excellent business will make every effort to ensure that whatever the customers question it's resolved by the proper individual, quickly, politely and fairly. If a problem will not be resolvable immediately do you promise to reply in a given time period and do you deliver on your promise? Use a customer satisfaction survey to verify that all your staff are perceived by your customers as being helpful, courteous and knowledgeable.

Location - Do your customers find it straightforward to visit you, if a physical retailer, is it conveniently positioned with good access?

Making it pleasant, making it easy - For a virtual business it is very important to be certain that your web site is aesthetically pleasing and straightforward to use. Physical store or website, is the store correctly laid out, can your customers find what they want and is there adequate information and help on hand to explain how a particular product works?

The suitable quality products - Not only do you have to measure the standard of the service that you provide but it's best to check that the products and services that you market are what the customer desires and closely match their expectations.