Want to know what your customers need or want from them? Company? Are you struggling to present a good customer survey that will give you a quick response? Wondering how to write a customer satisfaction survey ? So keep reading.
A customer satisfaction survey is a very important business research tool because it gives you insight into the hesitant customer opinion. It will help you understand what your customers think of your business, what they like and dislike, their suggestions, criticisms, etc. Now, how do you go about building this essential customer research tool? How do you write a customer survey that won’t annoy your customers but will make them excited and respond ? Well you can find your answers below.
1. Development of practical tasks
Before you start designing your survey, it is very important to know the reasons for your survey. What information do you need? What will the survey help you decide? You take action based on the investigation ? It is wise to keep your goals simple and well defined. The analysis, measurement and execution of results will be more results-oriented if your goal is clear and specific. To develop your survey design, you need to consider these two goals: :
- First goal: Get your customers’ opinions on your latest survey product. What action will you take if you are told that they like it or don’t like it? ? Better to collect lots of facts to work with before you start.
- Second objective: The second objective should focus on the specifics of the survey products (not yours) and flows. The back should very much encourage you to invest future efforts in researching the results of the survey.
2. Prepare an introduction
The objective, goal and possible outcomes of your business investigation should be clear. You can start by writing a useful headline and a short introductory paragraph. Add the benefits of the survey and the survey schedule. Before taking a survey, you should understand why this survey is important to you, what these investments are, and how they can benefit your business if you complete it. Will you participate in a survey that affects the price of the product you are using? This will lead to the new components you wanted ? A good introduction that explains the benefits and the qualitative importance of the survey will help increase the number of customers who will take the time to complete the survey.
3. Keep your survey questions short
This time, no one else has time to stop and chat. Your customers probably won’t waste up to 45 minutes answering your survey questions. So make sure your survey is short and goal-oriented. If you can put together the facts you want in 5 minutes of quick questions, do it. All survey questions should be relevant to your objective.
4. Always ask one question at a time
Try not to ask multiple questions for the client to answer based on multiple items, instead of writing, for example; How important is the design and style of the questionnaires? , divide it into two separate questions, one for design and one for style.
5. Avoid open questions
In traditional market research, open-ended questions can provide useful facts about behavior and relationships. Problems with open-ended questions arise when you analyze the facts gathered. Now, since it is very difficult to measure the written responses, it is best to keep the questions close and direct. If you still want your respondents to provide free content, leave questions open at the end of your survey so that users aren’t put off by how long it takes to get started.
6. Don’t use technical words and jargon
When writing a customer satisfaction survey, you should use plain language in your questions. Although RSS, XML, and ISP are familiar to you and your industry, many of your customers may not be familiar with them.
7. You should avoid using leading questions
Sometimes we try to influence respondents with questions that prompt them to respond to what we like. If you ask someone the main question, they can be influenced by a positive answer; knowing from your question that’s what you want to hear. To avoid biased responses, you should not use top-notch content that will influence responses.
8. Use a group of contextual questions
Organize the questions into appropriate groups so that they are clear in context. Grouping related sets of questions in one place makes the survey more understandable to respondents and easier to complete.
9. Incentives must be available
If you are concerned about your sample size, you should encourage the respondent to complete the survey. While small representative samples are considered important, large sample sizes provide a broad, faithful picture of the market. Consider giving the respondent a discount on a specific product or service; or giving them a free subscription to an eBook or newsletter; this will encourage them to complete the questionnaire.
10. Always recognize the efforts of your customers
Please feel free to mark the effort and time spent by your customers, affiliates, resellers, suppliers, employees and prospects to participate in your survey. Therefore, always praise them and be grateful to them for their efforts, for their efforts are invaluable.
In conclusion, I think the procedures or steps above are the main steps in writing a good and effective customer satisfaction survey that will motivate your customers to respond effectively; and will consistently have a positive impact on your business in the long run.