Writing a satisfaction survey can be tricky, but it's of paramount importance to your business or organizatin to understand how satisfied customers are with your service. Here are a few tips for writing a customer satisfaction survey.
- Start with the end in mind. Make sure you understand why you're writing and creating a customer survey and what you're going to do with the results. How are you going to change your processes as a result of these customer satisfaction survey results?
- Do not be biased in your question writing. Don't assume that customers love your products or hate your products. Try to gather satisfaction information without leading the customers either way.
- Gather demographic information within your customer survey to help segment your data during the analysis. You can easily gather zip code or state information, for example, so you can see if only Californians are happy with your service.
- Open ended questions (text boxes) are crucial for understanding the satisfaction of customers. For instance, if customers are unhappy with a particular aspect of your service or product, you can ask them to expand on why they are unhappy. Be aware that too many open ended questions can wear down a participant and lead to skipped answers (or worse, incomplete surveys) - it's a delicate balance.
- Make sure you are using vocabulary that your customers understand. Don't get caught up using company-only vernacular or acronyms. Be clear so everyone can understand your customer satisfaction questions. In fact, it often makes sense to "test-drive" a survey with some customers before you launch it to the entire survey participant population.
We hope the above tips are useful in ensuring that your invited customer actually read your email invitation and take your survey.
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