Customer satisfaction is the gateway to better customer relations.
Use our free customer satisfaction survey template to get started with your customer satisfaction research today.
Do you know how consumers feel about your company and its services? If not, you need to acquire valuable feedback with which to make improvements to the products and services your company offers. One of the most popular ways to do so is through customer satisfaction survey forms. Thanks to SurveyPlanet, creating a client satisfaction survey is easier than you might think.
To get started with creating your first customer feedback survey, determine what types of questions to ask. Do you want feedback about your company’s customer service? Specific products? Pricing? The general customer experience? Focusing on the areas you’re curious about is a good place to start.
For example, if operating an online shop, ask questions that make sense to consumers with a questionnaire on online shopping customer satisfaction. Ask customers about their satisfaction level with specific products, while also inquiring whether they like how the online shop looks and if finding items is easy.
Next, you should decide what type of customer satisfaction survey to conduct. There are four different types of customer satisfaction forms.
Customer Satisfaction Score (CSAT customer satisfaction): This type of survey contains simple questions followed by binary choices. For example, “Were you satisfied with your last purchase?” Answer “Yes” or “No.”
Customer Effort Score (CES): Measures the level of effort required to either use a product or fix a problem using your customer support system.
Net Promoter Score (NPS®): Uses a 1 to 10 scale to ask how likely someone would recommend your product/service/company. The NPS score is equal to the percent of detractors (percentage of answers scored at 6 or lower) subtracted from the promoters (percentage of answers scored at 9 or 10). Use this score to track satisfaction over time.
Milestone Surveys: A client satisfaction survey questionnaire sent during key moments of a customer’s journey that will lead to a better understanding of the customer experience.
To get the most out of a customer satisfaction survey, you need to follow best practices. These tips will help respondents stay engaged with client satisfaction questionnaires and provide honest feedback.
Limit the number of questions in your survey. It’s important to keep the survey focused. When too many questions are asked, it’s common for respondents to get bored halfway through the survey and then exit it. Try to keep your survey short and to the point.
Use simple language. Don’t use industry jargon the average Joe won’t understand. When writing a customer service survey, keep the language at a level that avoids miscommunication. If the customer satisfaction survey is hard to understand, inconclusive answers can result. Customers can also become frustrated and leave the survey early.
Ask what their overall rating is first. If you want to know a respondent’s overall rating of your service, ask that satisfaction survey question at the beginning. If nit-picky questions are asked first, the overall rating question might be skewed by coming later.
Send the survey after a customer’s experience. Respondents will answer a customer satisfaction survey more meaningfully when it is sent directly after their experience with you. Since their purchase is fresh on their mind, more accurate and meaningful answers will result.
Offer an incentive for responding. Providing an incentive to fill out a survey will result in more responses and provide better data. Incentives can be a small gift like a sample product, purchase discount, gift card, or entering respondents into a drawing to win a larger prize. The better the incentive, the more people will respond.
Although any type of business can benefit from customer satisfaction survey forms, the following four industries benefit the most.
Product manufacturers: Customer satisfaction forms can provide product manufacturers with feedback about new and existing products. This feedback can be used to make changes to product designs or get ideas for future products that will meet customer needs.
Software manufacturers: Software developers are always looking for ways to improve. A well-written customer satisfaction survey can provide them with new feature ideas or software improvements that existing customers want to see.
Service providers: Those who work in the service industry know that the customer is always right. Client satisfaction questionnaires can provide service providers with insight into what customers actually want from them, what they don’t like, and what services they would like to see down the line.
Restaurants: Nearly 60 percent of new restaurants fail within the first year. By asking the right customer satisfaction survey questions, restaurant managers can better gauge their customers’ needs and implement necessary changes to ensure customers keep coming back.
Well-conducted customer satisfaction surveys help to retain customers. The main purpose of conducting a customer satisfaction survey is to collect data about their experiences, improve your business based on the data collected, and show your customers you care about their opinion.
Your survey will deliver insights into whether you are meeting customer expectations and help you discover more about your target market. Discovering which consumers are happy and which are not is vital.
Additionally, the data collected through your survey will help ascertain broad trends in the marketplace. For example, respondents might indicate that they’re most satisfied with a certain product or have good experiences with one of your customer service representatives. Comprehending survey answers both individually and more generally can help develop helpful insights that will improve your business.
Writing survey questions is not at all easy. You should keep in mind that each and every customer satisfaction survey question should be concise and to the point.
To get you started, our customer satisfaction examples will help determine the types of satisfaction survey questions to ask on a survey:
Finally, keep in mind that, though yes/no questions and Likert-scale questions are quicker and easier to answer, an open-ended customer satisfaction survey question can be your biggest ally. By letting customers give suggestions and express opinions and feelings in their own words, you will get the most valuable information that can be used later to your advantage.
If you would like access to more customer satisfaction survey examples or explore a complete template, SurveyPlanet has several pre-made surveys and customizable questions to choose from. Log in to your account or sign up for a free account to start creating a customer satisfaction survey today.
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