Steps To Design An Effective Customer Satisfaction Survey
Steps To Design An Effective Customer Satisfaction Survey
Find The Customer Needs With Customer Satisfaction Survey
Most of us are aware that we need feedback from our customers to make our product design and service delivery to meet the expectations of our consumers. Special customer satisfaction survey is designed to know what the customer needs and below given are the few points which you should consider:
Know your customers
Gather all the relevant data about the customer as how much business they provide, where are they located, why do they use your services, in which industry do they fall etc. The idea behind this is to group the similar customers for the customer surveys.
Design a good and effective customer survey
Find out the needs of the customers
You should always know the definition of the quality service from your customers before you decide anything regarding the satisfaction surveys. This implies conducting qualitative research like using focus groups, ask the customers about the different needs. You should select the top 8 to 12 customer defined service features to create your customer survey.
Measure the performance of the customer service
After selecting the top 8 to 12 customers define service attribute, you can measure the satisfaction level of each of them. You should not forget to include a question which highlights the overall satisfaction level of the customer. The next thing which should be kept in mind while designing online surveys is to keep it short and sweet.
Focus on customer's concern
Examining the average importance and satisfaction rating for each of the attributes, you can identify the priorities you need to work on. One should just focus on the service attributes which has the highest importance.
If one considers all these points while designing a customer survey than he would surely design a good and effective customer survey.