Making Customer Satisfaction Questionnaires

With every satisfied customer your business is more likely to win many extra prospects by means of recommendations and bear in mind, if you're not taking good care of your clients, your competition will.

A Customer Satisfaction survey will help you not only to identify problem areas but will even exhibit to your clients that you care and are proactive in on the lookout for ways to improve the service that you provide.

Where to start?

Objective - Before you begin compiling your survey you need to first contemplate what the objectives of the survey are, in that way you'll stay focused and discover it easier to determine what questions to ask.

Analysis - Along with the target 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 variety of responses) are easier to analyse than 'open' questions (where the respondent can reply in anyway they need). Much will rely upon the amount of respondents, the higher the volume the more important it's to have a straightforward methodology of analysing the results.

Opportunity - Remember that in addition to obtaining valuable market research data customer surveys are also a great way to publicise facets of your service that your customers may not be aware of. After you've drafted your survey read through the survey from a market analysis view point and check that you are asking the suitable questions in the best way and that with the feedback info you will be able to make informed decisions. Then, read through the survey from a advertising and marketing view point, check that you have phrased every question so that each opportunity has been taken to advertise your enterprise? The perfect question will perform the next three functions:-

Market analysis - present valuable feedback that can assist you improve your customer satisfaction levels and in turn your enterprise

Advertising - promote elements of your enterprise

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

For instance:- Do you find the in-store baby changing facilities helpful?

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 amenities and promote themselves as a family friendly store beyond those customers who have a particular need for the facility provided.


Warts and all - to learn most from a customer survey you need to be ready to dig deep and accept the worst. A customer satisfaction survey ought to be designed to focus on problems so that they can be addressed; regular customer satisfaction will prevent complacency and will also give early warning on where your competitors initiatives may be losing you business.


What to ask?

Though every business is likely to have specific and unique factors that are necessary in offering good customer services there are common areas which can be relevant to all businesses be they a physical store, Internet based or a service industry. The following are some key areas to offering good customer service.


Communication - Do you make it simple for the client to communicate with you? When a customer telephones is the phone answered promptly; are enquiries about products or services properly handled? A very good enterprise will make every effort to ensure that whatever the customers question it's resolved by the best person, 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 each one your staff are perceived by your customers as being helpful, courteous and knowledgeable.

Location - Do your clients find it straightforward to visit you, if a physical store, is it conveniently located with good access?

Making it pleasant, making it straightforward - For a virtual business it is important to be certain that your web site is aesthetically pleasing and straightforward to use.