Comments on: Customer Satisfaction Questionnaire http://www.findmysurveys.com/blog/customer-satisfaction-questionnaire/ Just another WordPress weblog Mon, 04 Apr 2011 00:39:26 +0000 hourly 1 http://wordpress.org/?v=3.1.1 By: Andy http://www.findmysurveys.com/blog/customer-satisfaction-questionnaire/comment-page-1/#comment-123 Andy Sat, 28 Nov 2009 14:03:25 +0000 http://www.findmysurveys.com/blog/?p=81#comment-123 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 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

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