Keep Your Finger On The Pulse Of Customers' Needs

Savvy business people know that customers should be satisfied with the products and services their company offers

. It works like a chain reaction: satisfied customers may come again and bring their friends. Take the first steps to your customer survey satisfaction which can show you what should be improved.

Step 1: Who should be asked

If you are a seller the chances are that you have target customers with specific needs and tailor your products accordingly. You can't address your survey to everybody either - it is necessary to identify target respondents. Hurrying up to hand in your questionnaire to customers carrying shopping bags crammed with your goods, remember that you need to be objective. Customers who have positive shopping experience might not be able to point out weak aspects straightaway. Don't shy away from addressing your customer survey satisfaction to those who don't buy anything - you need to know why they avoid your goods. The best way is to carry out research on target respondents identifying the most important demographic and social parameters.

Step 2: What should be asked

Start creating your survey with defining its objectives. Asking yourself what you want to find out and how it can help your business may help you write the right questions. Questions formulated in the right way facilitate clear answers as your respondents don't need to worry whether they understand your question correctly. Avoid complex structures and words with double meaning; each customer survey satisfaction question should presuppose a certain answer. At the same time be careful not to impose your own opinion leading questions can hardly help you get a full picture about your business. Survey questions can come as both open format and closed format. When using open format questions, you allow respondents to express their opinion in a special box; these questions can be used in the end of your survey to ask respondents to provide their own suggestions on possible improvements. Closed format questions come with multiple choice answers and respondents are to pick the one they agree with. These customer survey satisfaction questions make it easier to analyse results and can be used to trace changes in customers' opinion time after time.

Step 3: How to deliver the survey

Having created your survey think how you are going to deliver it. Consider online surveys as they allow accessing a great number of respondents at once: they can be sent via email directly to your recipients, added to your social network or integrated into your website. You can collect the results quite quickly if you ask questions on the web. Besides, you can benefit from easy survey editing tools and create the layout yourself. An additional benefit of an online customer survey satisfaction is that results can be presented as charts which make their analysis easier. Reputable survey tool providers allow you to design your survey for free.

Online surveys are a good tool for business people who want to win more customers or keep regular ones. As a business person, you need to keep your finger on the pulse of customers' needs to improve your offers.

by: Paul Smith

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