Surveying your existing clients is a common practice to help your business grow and perhaps the most direct way of ensuring individual customer retention. Being one of the best survey panel companies, we at Ambivista are very well aware of how important surveying your customers is to your success. For this reason, we want your customer satisfaction surveys to assist you in gaining actionable insights you can really utilize.
Call off the guesswork and follow the below-given customer survey design principles:
Ask overall satisfaction at the beginning
This will help you to evaluate customers’ overall impressions of your brand, service, or product before they start thinking of particular aspects of those relationships.
Use a 5-point satisfaction scale
Question scales should have descriptive labels associated with the numbers, and the top end of the scale should mean that customers are truly impressed with your service or products. While different scales are appropriate in certain contexts when in doubt, go with a 5-point scale.
Stay in tune with your question wording
Uniformity is crucial in customer satisfaction research. Question scales should be consistent within a specific questionnaire as well as overtime. The key measures of customer satisfaction, including the overall satisfaction question and those asking about particular aspects of the relationship, should ideally all use the same scale.
Keep the survey short and focused
Focus on getting a read on your customers’ association with you. Avoid asking everything you’ve ever wanted to know. The more question you ask, the more likely it is that respondents will abandon the survey.
Ask demographic questions
Inquiring about demographics will enable you to analyze the data by different subgroups, such as new clients or regional clients. Consider assumptions about customer profiles that may affect satisfaction and include questions that capture that insightful data.
Don’t forget that your customer satisfaction is directly linked to profitability. Happy customers buy more and do more word-of-mouth marketing.