<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=290086984736480&amp;ev=PageView&amp;noscript=1">
Search
word-map-thumb

The Alternative Board Blog

Create a Customer Satisfaction Survey that Gets Results

Jun. 20, 2019 | Posted by The Alternative Board
bigstock-Customer-Service-Experience-An-296801836 (1)

Crafting a customer survey that gauges satisfaction with your business isn’t as easy as it looks. If the survey is comprised of misleading questions, or comes burdened with too many instructions, chances are potential respondents will ignore it entirely. At the other end of the spectrum, a confusing or cumbersome survey might produce results that don’t actually offer any insights into the level of customer satisfaction with your business.

The stakes involved are pretty high. As the National Business Research Institute (NBRI) notes, a satisfied customer “is more likely to return and also more likely to recommend you to others,” while disgruntled customers are “unlikely to return and apt to speak of a poor experience” with others in their network, including “potential customers who will be discouraged from sharing that experience.”

To get a stronger sense of customer satisfaction levels with your business, here are tips on crafting a customer survey that gets results:

Be respectful of your customers’ hectic lives.

Don’t give in to the temptation to load your survey with a ton of questions. Any survey that takes more than a few minutes to complete isn’t likely to garner the feedback you want. Focus on one or two key areas—service, product quality, etc.—and frame 5-10 questions (at most) that get to the heart of the matter.

Offer easy-to-complete questions.

Generally speaking, customers are more inclined to complete questionnaires “that offer quick and easy multiple choice answers that they can simply tap and complete instantly,” says Onsight, a mobile business app firm. It’s also a good idea to ask questions that “allow free-form text responses” to hopefully produce added insights into how well your business serves customers.

Want additional insight? Download Productivity Hacks for Business Owners 

DOWNLOAD

Focus on questions with the best potential ROI.

If you want to know more about the quality of customer service your employees provide, you’ll come away with a better ROI by asking just a few, highly focused questions. VerticalResponse, a leader in market research, recommends questions like these:

  • How do you feel about your recent appointment with us?
  • What might we have done better?
  • How likely is it you will recommend our business to friends or colleagues?
  • What do you rank as highest in your customer experience?
  • Why did you decide to choose us over the competition?

Enabling customers to respond to inquiries like these should give you a much more concrete idea of how well your service business is doing.

Reward survey participation.

The goal with any customer survey is to gather as many responses as possible. In addition to sending a short email (with the questionnaire attached) to those in your customer database, promote the survey on your various social media platforms. In both cases, providing an incentive (or reward for participation) may boost the desired response rate.

Such incentives can include a discount on the customer’s next purchase or some other reward, such as free shipping and delivery on the next sale. Not only is this likely to garner a bigger response, it demonstrates how serious you are about listening to your customers.

Finally, it’s important to act on the survey responses you receive. When a customer “makes a specific complaint in a survey and you have a way of contacting them,” advises the NBRI, inform that customer that you “understand their frustration, apologize, rectify the issue, and find a way to incentivize that customer to give you another try.”

Learn more about building your employees’ customer service skills and achieving greater levels of customer satisfaction.

Read our 19 Reasons You Need a Business Owner Advisory Board

DOWNLOAD

Written by The Alternative Board

Related posts

7 Ways to Market your Business for Next to Nothing
Sep. 11, 2020 | Posted by The Alternative Board
Marketing need not be a mystery or expensive. For many business owners who are tightening their belts and reducing expenses, marketing expenditures are often the first to get trimmed. The truth is,...
How to Prepare Your Clients for a Price Increase
Sep. 3, 2020 | Posted by The Alternative Board
Every business must, at one point or another, share what’s viewed by customers as “unwelcome” news—the need for a price increase for products or services. Some businesses simply set the wheels in...
How TAB Helped A Member Grow During COVID-19
Sep. 1, 2020 | Posted by Phil Spensieri
Since the start of the COVID-19 pandemic, many businesses have struggled to survive. But for some, the pandemic has provided an opportunity to thrive. Garden Connections is one of those businesses. ...
The best piece of business advice I have ever received is…
Aug. 28, 2020 | Posted by The Alternative Board
When you’re a business owner, your best lessons often come from two places: failure or wise words from owners who have been there. There are going to be inevitable ups and downs in every enterprise....
8 Productivity Hacks for Busy Business Owners
Aug. 13, 2020 | Posted by The Alternative Board
Owning your own business can be a time-consuming undertaking. And despite many of us wishing for more hours in the day, time is finite. Everything we choose to spend time on comes at the expense of...
10 Creative and Often Overlooked Ways to Find Hidden Money in Your Business
Jul. 16, 2020 | Posted by The Alternative Board
With the strains of rolling shutdowns across the country, many businesses are finding their profits diminished or uncertain. Many leaders are relying on tried and true revenue generating strategies...
9 Tips to Help Create a Living Company Culture in a Virtual Workplace
Jun. 26, 2020 | Posted by The Alternative Board
As businesses around the world have gone virtual, digital tools have helped keep most aspects of our work life functioning. Many businesses are reporting increases in productivity, with activities...
How to Improve Diversity in the Workplace
Jun. 9, 2020 | Posted by The Alternative Board
The U.S. is going through some challenging times right now, but a growing awareness of the value of diversity in business may prove to be of long-lasting value for us all. Though the future is...
Time for a Closer Look – Assess Your Business Practices For The New Normal
Jun. 3, 2020 | Posted by Phil Spensieri
For most, if not all, business owners COVID-19 has proven to be their biggest challenge yet. During the last couple of months, I’ve witnessed, firsthand, the resilience of many business owners...
Help Customers Stay Connected and Loyal to Your Business
May. 20, 2020 | Posted by The Alternative Board
Small businesses have always been challenged to attract and retain a loyal customer base. This challenge has been intensified a thousand times over because of the Coronavirus outbreak. Whatever their...