Dos and Don’ts for Customer Satisfaction Surveys
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Customer satisfaction surveys are a valuable tool for business owners to gather customer feedback. The insights gained from these surveys can help businesses identify areas for improvement as well as areas of strength. However, creating an effective customer satisfaction survey requires careful planning and execution.
Nowadays, a lot of renowned brands use surveys to upgrade their services, and there are even guides, like dgcustomerfirst.com survey guide to win $100, designed for clients who want to take part in these surveys. So with that, let’s try to distinguish and explore how to create an effective customer satisfaction survey that meets your needs.
In this post, we will discuss the dos and don’ts of customer satisfaction surveys to help businesses gather the most valuable feedback from their customers. So check out the list below to generate quality survey results that will lead you to a successful business.
Do’s for Customer Satisfaction Surveys
Define Your Goal
Before creating a customer satisfaction survey, defining your goal to get things started is important. What do you want to achieve with the survey? Do you want to identify areas for improvement, or are you looking for feedback on a specific product or service?
Defining your goals will help you create a targeted and effective survey. Without it, it’s hard to lay out plans and strategies to yield the best results. As much as possible, outline the customer satisfaction survey with your intended goal and focus on getting things done immediately.
Use Divergent or Open-ended Questions
Open-ended questions allow customers to provide more detailed feedback and can help you identify specific issues or areas of concern. However, it’s important to keep these questions focused and avoid vague or general prompts. Below are examples you can use to get good customer feedback.
- Instead of asking, “What do you think of our product?” ask, “What specific product features do you find most valuable?”
- Instead of asking, “What do you like most about our product?” ask, “Can you describe your experience using our product?”
- Instead of asking, “Do you like our product the most?” ask, “Would you recommend our product to others, and why?”
Keep it Simple and Short
Customers are busy, and their time is valuable. Therefore, keep your survey short and concise to ensure a high response rate. A survey that takes longer than 5-10 minutes to complete is likely to be abandoned, so prioritize the most important questions and keep the survey concise.
Try to get feedback from your co-workers or some of your friends and test out your survey before you start gathering data. Then, note some changes along the way so that you can perfectly refine your customer satisfaction survey.
To encourage customers to complete your survey, consider offering incentives such as a discount on their next purchase or the chance to win a prize. Incentives can increase the response rate and help you gather more valuable feedback.
Many surveys are done to ensure that customers get something in return. By offering rewards, you can ensure that they will answer the survey as truthfully as they can, and that will yield you the best results.
Make an Analysis and Take Action
After collecting survey responses, analyzing the results and taking action based on the feedback received is important. Use the survey data to identify areas for improvement and develop strategies to address customer concerns.
Communicate the results and action plan to customers to show that their feedback has been heard and taken seriously. With all the data gathered from the survey, you can create a concise process to refine your business and marketing strategy even further. Use the results to improve your business to the top.
Don’ts for Customer Satisfaction Surveys
Never Ask for More
Keeping the survey short and concise is important for ensuring a high response rate. Avoid overwhelming customers with too many questions or irrelevant questions. Instead, prioritize the most important questions and keep the survey focused on your objectives.
Double-check each question to ensure there is no redundancy among the ones you listed. Then, focus more on what is needed to get the best responses.
Ignoring feedback received from customer satisfaction surveys can undermine the value of the survey and erode customer trust. Instead, take the time to analyze the survey results and develop strategies to address customer concerns.
Communicate the results and action plan to customers to show that their feedback has been heard and taken seriously. Connect with those customers who have other queries. They might suggest better options and recommendations for you to follow. They are your light at the end of the tunnel.
Avoid Using Jargon or Technical Language
To ensure that customers understand the survey questions, avoid using jargon or technical language that may be unfamiliar to them. Instead, use simple and clear language that is easy to understand, and avoid complex or technical terms that may confuse customers. See to it that a child can understand your customer satisfaction survey. Make sure also that it is readable and comprehendible.
Never Use Leading Questions
Leading questions can bias survey responses and lead to inaccurate results. Avoid questions that suggest a specific answer or lead the customer in a particular direction. Below are some questions to keep in mind to further improve your questioning.
- Instead of asking, “Don’t you think our product is the best on the market?” ask, “How does our product compare to other options on the market?
- Instead of asking, “Don’t you agree that our customer service is excellent?” ask, “How would you rate the quality of our customer service?”
- Instead of asking, “Would you say our prices are reasonable?” ask, “How do you feel about the pricing of our product compared to similar products on the market?”
These questions avoid suggesting a specific answer and allow customers to give their honest opinion without feeling pressured to agree with a particular viewpoint. By asking open-ended questions, you can gain more detailed and accurate insights into your customers’ experiences and opinions.
Never Force Customers to Rate Everything Excellent
Asking customers to rate everything as “Excellent” can skew survey results and make it difficult to identify areas for improvement. Instead, use a range of rating scales that allow customers to provide more nuanced feedback.
For example, a 5-point Likert scale that ranges from “Very Satisfied” to “Very Dissatisfied” can provide more valuable feedback than a simple “Excellent/Good/Fair/Poor” scale. Check to ensure that every response is valid and reliable at the end.
Customer satisfaction surveys are a valuable tool for businesses to gather customer feedback. By following the dos and don’ts outlined above, businesses can create effective surveys that provide valuable insights into customer satisfaction and help them improve their products, services, and overall customer experience.
Finally, it’s important to remember that customer satisfaction surveys should not be viewed as a one-time event. Instead, businesses should view them as an ongoing process that provides continuous feedback and helps them stay connected with their customers. So, take the time to create effective customer satisfaction surveys and use the feedback received to improve your business and drive success.