7 Tips For Setting Up An Effective Customer Survey

Introduction

•Customer Satisfaction can be defines as the “the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.” •An effective customer satisfaction survey has 5-10 questions that relate to the service delivery, customer experience and overall satisfaction.•It helps companies to measure the satisfaction, identify unhappy customers and find potential advocates.

Tips For Setting-up Effective Customer Survey

Presentation Agenda:

Have Well-Defined GoalsBrand ItKeep it Short and SimpleIncentivesAccessibleProper InvitationTrack it Effectively

Have Well-Defined Goals

•Preliminary research plays an important role in forming the surveys. •It is essential that the questions that you ask are targeted, specific and help you achieve some better results.•It is important that you understand that the result of the questionnaire is going to determine the future course of action of the company and hence, it is vital that all the issues raised are in accordance with the desired goals.•It is important that you have a clear understanding of the objectives of the corporation and make sure to discuss the same with the managers.•While you have realized the mission of the feedback forms, it is also essential that you make the objectives explicit for the buyer as well.

Brand it

•Nameless surveys are usually a flop among the customers. •Make sure that the assessment speaks volumes about the organization. •The clients respond to a non-branded form as if they are talking to a complete stranger.•It is vital that the business exploits the pre-existing relationships in a meaningful manner. •Display the business logos, have bright colors and qualitative graphics. •This will help you in getting more meaningful and constructive feedback.• It also adds to the credibility and seriousness of the survey.

Keep it Short and Simple

•It is important that you keep the questionnaire as simple as possible.•Having jargon in the feedback form can irritate the clients.•Each aspect of the survey can impact the overall outcome. •It is vital that you craft qualitative and unambiguous questions.•Have easy to understand answering options.•Do not stack too many questions. It allows the buyers to mention the areas which they think are important and you might have forgotten.•Ask straightforward questions in a simple language. Do not try to ask leading or loaded questions.

Incentives

•It is vital that you make it an interesting and worth their time task for the purchasers as well.•Providing Incentives and rewards helps in gaining attention.•Social media shout-outs are another innovative way to make the clients feel special.• Provide free products to the regular purchasers in order to get the customer’s review.•You can also send them vouchers or gift cards through the e-mail Ids registered in the database.

Accessible

•Make the forms accessible by sending them directly to their mailboxes.•Allow them the access to complete the feedback from the device of their choice.•Social media sharing will provide high exposure to the survey and pinning it on the top of your official page ensures that it gets enough visibility.•Another simple method to reach out to the customers is through SMS.

Proper Invitation

•Publicize it effectively.•Ensure that you do not use the word survey as many buyers will try to give it a skip. Instead, use language like, ‘Help us serve you better by answering few questions.’•Use warm greeting in case the feedback form is personalized and start the invite on an appreciative tone. •Tell them whom the survey is for and why it is important to you.•It is always better to include the commitment time that is required to complete the assessment.

Track it Effectively

•The feedback will be of no help if it is not measured and tracked over a period of time.•Design the survey so that it can be released regularly over a fixed period.•This will help you to recognize the trends in the market and act accordingly. •Having timely surveys will also help you to earn a reputation of someone who is concerned about the opinion of the customers. •This will also help you to predict the next action of the customers.

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