A customer satisfaction survey should be frequently distributed if you operate a business or service. Your company will benefit much from the survey feedback you receive in terms of improving everything it does.
Keep in mind that the real heart of your business lies with your clients and users of your services. Their viewpoint is the most significant of all, so you must always pay attention to it. Below are seven quick actions you can do immediately to begin gathering consumer feedback.
1. Make It Short
You can obtain tremendously useful information from your consumers or clients with just a half-dozen simple inquiries. Of course, the key is to ask the appropriate inquiries.
To do that, you should ask a few rating scale questions, an open-ended follow-up question, and one or two classification questions. It will allow you to examine your results both in terms of your overall sample and in terms of subgroups.
Customers or clients are far more likely to accept to participate in your survey if they are aware of how quick it is. Additionally, individuals that do engage are much more likely to finish the entire satisfaction survey.
2. Use Simple Language
Make careful to utilize standard terminology when you write your inquiries. Don’t use technical language. Ensure that there is only one possible interpretation for each of the answer options. And use as much of an informal, conversational tone as you can.
Your aim should be to communicate concisely and clearly and to remove any ambiguity regarding the questions you’re posing or the implications of each possible response.
3. Select A Tool That’s Right For Your Online Survey Software
Make life easier on yourself! You should pick one of the simpler options for your questionnaire if this is your first time utilizing online survey software. We advise using Surveyking.com. It is quick and simple to learn, offers a variety of free and inexpensive solutions, and has strong support and a good selection of question kinds.
Skip the more complicated survey websites and their more difficult learning curves for the time being.
4. Always Ask for Open-Ended Inquiries
Make sure to ask an open-ended question after your ratings to get respondents to describe in their own words what it would take to raise your ratings to a 10. (Utilize skip logic in your survey to only ask those who gave you a rating of less than a perfect 10)
Your most important discoveries will frequently come to light in the course of answering these open-ended questions. You can use these insights to create a strong customer product, service, or program.
5. Utilize Simple Rating Scales In Your Questions
Your questions should be rated on a scale of 0 to 10, with 0 being the least likely to recommend and 10 being the most likely to recommend (10).
Similar to this, your repurchase question’s scale should contain Extremely Unlikely to Repurchase at the low end (zero) and Extremely Likely to Repurchase at the high end (one) (10).
The 11-point scales have been extensively researched, are simple for respondents to understand, and are more likely to pick up on significant variances than the typical 1-to-5 scales used in the majority of customer satisfaction surveys.
The Final Thoughts:
In the end, we hope that this questionnaire guide will help you a lot in creating a successful customer satisfaction questionnaire. Consider the critical things mentioned above to ensure your first customer satisfaction questionnaire will be a success.