Writing Customer Satisfaction Surveys that are Effective
Why bother?
Good customer service is the life blood of any business. Although new customers are very important good customer service will help generate customer loyalty and repeat business. With each satisfied customer your business will secure many more customers through word of mouth and you should always keep in mind that if you are not taking proper care of your customers there is always a competitor that will.
A customer satisfaction survey will help by not only identifying problem areas but show that you care and are proactive in looking for ways to improve the service that you provide.
Where do you start?
Objective – As a first step decide what the main objectives of the survey are, in that way you will be able to retain focus and find it easier to decide what questions to ask.
Analysis – Consider how you will analyze the answers having completed the survey.
Keep in mind that ‘closed’ questions (where the respondent is asked to choose from a limited number of responses) are easier to analyse than ‘open’ questions (where the respondent can reply in anyway they want).
Much will depend on the predicted volume of respondents, the higher the volume the more important it is to have an easy method of analyzing the results.
Opportunity – Keep in mind that as well as obtaining valuable market research data customer surveys are also a good way to publicise aspects of your service that your customers may not be aware of.
It is important that before you publish the survey that you check that the questions you have asked will provide you with market research data that when analyzed will help you make informed decisions.
Next, read through the survey from a marketing view point, check that you have phrased each question so that every opportunity has been taken to promote your business?
The ideal question will perform the following three functions:-
- Market research – provide valuable feedback to help you improve your customer satisfaction levels and in turn your business
- Marketing – promote aspects of your business
- Information/Education – advertise a service that you provide that your customers may not have been unaware of
For example:- Do you find the in-store baby changing facilities useful?
By asking this question not only will the store receive good feedback on the facility they provide but they will also advertise their baby changing facilities and promote themselves as a family friendly store beyond those customers who have a specific need for the facility provided.
Warts and all – to maximise the benefit from a customer survey you must be prepared to take criticism.
A customer satisfaction survey should be designed to identify any problem areas so that they can be fixed; conducting regular customer satisfaction will help prevent complacency and will also give early warning on where you may be losing business to your competitors initiatives.
What should you ask?
Each business is likely to have unique factors in relation to providing good customer services however there are common areas that are going to be relevant to all businesses be they a physical store, online store or a service industry. The following are some key areas to providing good customer service.
Communication – Is it easy for your customers to communicate with you?
When a customer telephones is their call answered promptly; are enquiries about products or services handled properly? Good businesses will make every effort to ensure that whatever the customers query it is resolved by the right person, quickly, politely and fairly.
If there are reported problems that cannot be resolvable immediately do you promise to respond in a given time period and do you deliver on your promise?
Use a customer satisfaction survey to ensure that all your staff are considered by your customers to be knowledgeable, courteous and helpful.
Location – Do your customers find it easy to visit you, if a physical bricks and mortar store, is it conveniently located with good access?
Making it pleasant, making it easy – For an internet business it is important to ensure that your website is aesthetically pleasing and easy to use.
Physical store or online website, is the store properly laid out, can your customers find what they need and is there sufficient information and help on hand to explain how a particular product works?
The right quality products – In addition to measuring the quality of the service that you provide you should ensure that the products and services that you provide do in fact match your customers’ requirements.
Value for money – Cheap or expensive is rarely a good measure, value for money is.
Do your current customers consider the products you sell or the services you provide as value for money, if not, why not?
Speed and attention – The majority of customers will want to be dealt with quickly but attentively.
Are you doing everything you can to avoid delays?
A good business will try to treat each customer as an individual, does yours? Customers appreciate attention but only if it leads to a quick and satisfactory resolution of the query.
Demographics and Specific issues – Take the opportunity to profile your customers, for example what is their age group and where do they live?
The more knowledge you have of your customers the more information you will have to better target your business.
Encourage customers to highlight their specific problems and provide contact details.
What next?
Having completed the survey analyse the results.
Trends – Look for common and specific areas where the service needs improving.
Ask yourself if any criticism is valid and is there anything that can be done to resolve or minimise the problem?
Training – Are all employees properly trained and do they have sufficient knowledge?
If customer service training programs have been implemented have they improved the customer experience?
Follow-up – If a customer who has completed a survey has raised a specific issue ensure that they are contacted and their complaint addressed.
Don’t lose an opportunity to resolve a problem and keep a customer.
Continuously Monitor – Make changes and then measure by issuing further surveys.
If you are concerned about customer satisfaction and what to view a sample survey for a store that will demonstrate some of the above advice please visit:- Sample Customer Survey
Tags: customer satisfaction, customer services, marketing, Online surveys, questionnaires, satisfaction surveys