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Companies perform satisfaction surveys to determine how satisfied customers are with their products and services. Your products aim to fulfill your clients’ wants and specifications. How will you know whether or not your products are favorably received by customers? By sending out a satisfaction survey.
Customer satisfaction surveys gather feedback on products, feature enhancements, and customer service, among other things. An organization, no matter how big or small, creates products tailored to the needs of its customers. Therefore, it is important to gather feedback from them as it helps you to improve the client experience. The responses from satisfaction surveys will help you improve marketing tactics, enhance products and help the company succeed. Customers that are pleased with their experience will tell their friends about it, resulting in happier results.
Satisfaction survey questions are centered around the following elements:
The customer service team is responsible for resolving the difficulties of your customers. Your questions should focus on understanding if the customers’ problems were solved promptly.
The success of your product goes beyond its ability to meet customer requirements. Incorporating questions about delivery and purchase will help you improve the client experience.
Online shopping has boomed in recent times. Customers are slowly switching to purchasing products through online mode. It is important to understand whether your website is easy to navigate and customers can find the product they need.
You can use the Net Promoter Score® to measure the loyalty of customers towards your brand. Satisfaction survey questions based on customer loyalty will provide data that can be used to improve NPS®.
You need to make sure that the right products reach the right audience. Marketing strategies ensure that your customers discover your products. Questions based on marketing will enable you to choose the right medium to reach your customers.
Conducting exploratory research seems tricky but an effective guide can help.
A well-planned satisfaction survey will enable you to gain accurate insights. Remember to keep the following points in mind while creating a satisfaction survey –
You need to have a clear understanding of who is going to take your survey. You can segregate the target audience based on demographics or other factors. This way you can design questions that are specific to your audience group.
How often are you going to conduct a survey? Is it being conducted in response to a significant event such as a product purchase or customer onboarding? Timing is important to improve the response rates of the survey.
It is important to have a clear idea of the kind of data you need – qualitative or quantitative. You can then decide if you need to ask open-ended or closed-ended questions.
Questions should be short and straightforward. Asking a direct question will ensure that you get honest feedback.
Your questions should focus on one subject at a time. Avoid combining two questions in one. For example, was the customer service satisfactory and were you able to find the right product on our website? A double-barreled question is what it’s called, and it happens more often than you might imagine. Split the questions into two separate questions to get clear responses.
Open-ended questions are time-consuming. Yes. But that shouldn’t stop you from using them. Include one or two open-ended questions, preferably at the end to gain deeper insights.
By using the right satisfaction survey questions, you can get actionable data. This will allow you to improve your overall customer experience while also increasing your revenue. A win-win situation for you and your customers!
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.