As you know, the world’s foremost retailers welcome customers to take part in customer satisfaction surveys on a regular basis.
Have you been to a store recently and made a purchase? Did they ask you to be part of their customer satisfaction survey? Have you ever wondered why they are interested in your feedback? Or how you can help them? Retailers want you to participate in their surveys as they want to know what you think about them, their products, and/or their services. This way, surveys can offer somewhat of a direct connection to one’s customers.
How surveys can help
Retail surveys help retailers measure customer opinions which further helps in the development of new channels, products, and services to serve customers better in the future. Companies understand customers better and create a consumer-orientated experience by conducting surveys.
In a customer satisfaction survey, you should be true – no matter what you purchased or how you feel about your experience. If you like the services, let them know or constructively complain if anything went wrong. Companies ask you to share your honest feedback and often give you a chance to win a surprise gift and other money-saving rewards such as cash, product samples, or coupons.
Questions in the survey
A quality survey includes questions written in plain and simple English that are easy to understand by the average person. A customer satisfaction survey usually includes questions based on these concepts:
- Did you like what you bought?
- How was the staff?
- Was the store clean & tidy?
- Did you enjoy the selections of products?
- Did you easily find what you need?
- Are store prices favorable?
- What do you like the most at this store?
- What would you change?
- How would you rate our service overall?
- Would you recommend this store to others?
Companies plan their survey questions strategically and structure them so that they can get the most accurate data. When structuring survey questions, they usually consider the main goal of the survey, how they will use the survey data, and the decisions they will make as a result of the data.
Therefore, customers should read the questions carefully before answering. There is no constructive data coming out of the survey if customers simply answer the questions without thinking.
How do you envision leveraging customer satisfaction surveys? Let us know by dropping us a line.