Customer Satisfaction Questionnaire
Posted by admin | Filed under Survey Tips
Whether you own your own business, or you’re helping someone out with creating their own questionnaire when you want to get customer’s opinions, there are a lot of ways you can take. I wanted to point out some examples, and how you can word your survey, so that you can get the best answer possible.
The first thing that you have to think about is how you want to run it. Do you want to ask questions where people input an answer? Do you want to just give them a number scale? The thing that you have to watch out for is that you don’t want to have them write too many things down, because they may give up rather quickly.
When it comes to wording your questions, here are a few tips that you can use, so that you can create the perfect customer satisfaction
On a scale of 1 – 10 (10 being the best), how would you rate the service that you have received at Company XYZ. If you want to go the written route, you could write something along the lines of, how are you usually treated at Company XYZ?
Another way of writing out your questions are by giving them multiple choices. For example, you could ask them about how they would rate your services, and follow with answers such as excellent, very good, poor, etc.
In the end, there are really three different ways you can approach it when it comes to your customer satisfaction surveys. You can take the multiple choice route, the number route, or have them write out an answer. Since all of these have their ups, and downs, it’s up to you to find out what works for your company. You’ll also want to keep in mind that you’ll most likely to have to reward them in some way, or another in order to get their opinion.
Tags: Customer Satisfaction Questionnaire, customer survey, questionnaire
November 28th, 2009 at 9:03 am
Good article. Personally, I am a fan of Fred Reichheld’s approach to writing a customer satisfaction questionnaire. His keys are simplicity of marketing implementation and ease of understanding for the respondent. His question reads…
“How likely would you be to recommend [company or brand X] to a friend or colleague?”
Use a 0-to-10 rating scale where the lower end is anchored at “Not at All Likely to Recommend” and the upper end means “Extremely Likely to Recommend”.
Follow that question with an open-ended type that asks
“And what would it take to get your rating to a ten?”
Andy