Customer satisfaction is an integral part of a successful business, as it influences the time gap between when you get your first customer and the next few customers. Bad customer experience is known to spread faster than a good customer experience will.
It is common knowledge in business that your customers are your biggest product evangelist. But how do you get them to not only come back but also tell other people about your product?
A high level of customer satisfaction is at the core of customer retention and referrals. Businesses deal with a diverse group of customers, which is why they need to take customer satisfaction surveys to know how to satisfy them.
A customer satisfaction survey is used to investigate customer satisfaction levels with an organization's products and/or services. It is a type of customer experience survey that gauges customer needs, and investigate the problems facing the organization's products and/or services.
There are different techniques used in carrying out customer satisfaction surveys depending on the kind of investigation being carried out. For example, an organization may likely use star ratings to investigate how customers feel about their mobile application, but use open ended questions to ask what the same customer thinks they should have done better.
Multiple choice questions (MCQ) are a very common type of question used in customer satisfaction surveys. They provide respondents with multiple answer options.
Some of the types of multiple choice questions you can use in your survey to get the best answers are; multiple select choice, single select choice, radio buttons, checkboxes, etc. Let us consider the following examples of MCQs:
Pros of Multiple Choice Questions
Cons of Multiple Choice Questions
The open-ended question is a more descriptive question type compared to multiple choice questions. Rather than provide the customers with a list of options, they are given the freedom to fully express how they feel about service rendered.
This type of question is used to collect nominal data. Consider the following examples:
This kind of open-ended question may come after a multiple choice question asking the customer whether he/she enjoyed the service with a yes or no option. If the customer answers yes, a thank you prompt may come up, while II. will come up if the customer answers No.
The close-ended questions are a superset of multiple choice questions. They can be further categorized as completely close-ended questions and closed open-ended questions.
The close-ended questions provide the respondents with a predefined list of options to choose an answer from. The closed open-ended question has an "Other" option in addition to the list of options. For example:
This example is a fully closed-ended question.
This is a closed open-ended example.
Likert scale is a common question type used in collecting ordinal data. It displays options in an ordered linear scale which may be arranged in ascending or descending order.
There are different types of Likert scale questions, namely; 3-point, 5-point and 7-point Likert scales. The difference between these Likert scale types is the number of choice options they have.
The 3 point has 3 choice options, 5 point has 5 choice options and so on. For example:
This is a 3 point Likert scale example
This is a 5 point Likert scale example.
A double-barreled question is a question that touches on two or more issues at the same time. It is not advisable to be used for customer satisfaction survey because it will be confusing for both the customer and business.
For example, let's have a survey that asks the question, "Please agree or disagree with the following statement: You are satisfied with the meal and ambiance of the restaurant". In this case, the customer will not know whether to agree or disagree because he/she may be satisfied with one and dissatisfied with the other.
Also, the restaurant will be confused about whether the customer agrees to both or only one.
After using a product or service, it is important to send a customer satisfaction survey forms to the customers immediately. The questions should be tailored specifically for the product used or service rendered.
It is also important to note that people are mostly free to express their feelings if they are anonymous. Therefore, it is highly unnecessary to ask them to enter their personal details. Or better still, have them choose whether they want to remain anonymous or not.
Event planners may need to get attendee's feedback after the event. Especially if it is an annual event, getting feedback will assist them in planning better for the next year.
Therefore, event planners need to ask questions about specific parts of the event. For example, there should be a general question about the overall event, event venue, panel sessions if any, attendees, etc.
Patient satisfaction surveys are used by hospitals to get feedback from patients who have passed through the hospital. Hospitals are where lives are saved, making it more delicate and in need of feedback.
Hospitals may ask questions about treatment from doctors, nurses, hospital equipment, environment, wheelchair accessibility, etc.
This is similar to the event satisfaction survey. It also investigates how attendees feel after an event. Questions about the food, event activities, etc. are asked from attendees.
Attendees may not be available to take surveys at the location of the event. So, it is important to take their personal data like names and emails which may be used to send the survey to them.
Restaurant surveys are important so restaurant owners can get feedback on how they can improve their service experience.
This survey should be made easily accessible to customers by using a scannable QR code for the restaurant satisfaction survey. This code should be placed on fliers, doors, tables, and even on the plate so they can easily scan the code and give feedback immediately after finishing their meal.
Improve the standards of your hotel or guest house by allowing customers to provide feedback about your hotel services through a hotel satisfaction survey. As a hotel owner, you can embed a form link in your website or even send it to customers immediately they check out of the hotel.
Use an online general complaint form to receive customer complaints or employee feedback about your business or services. This will help increase customer trust and may fish out shady employees.
A customer may easily make a complaint of extra charges by an employee for example, exposing an employee stealing from customers and sabotaging the business.
With a refund request form, customers can easily request for a refund when they are unsatisfied with a product or service. This way, brands can mitigate problems that may be caused by unfulfilled customers and also get information about why they are unsatisfied.
As a brand, you can work on these complaints in order to better satisfy the customer in the future.
Improve the enrollment in your institution and student general learning experience with a student satisfaction survey. This way, you can get feedback about lecturers, courses, materials and learning environments.
Student satisfaction surveys should also be kept anonymous so they can be confident enough to share how they feel.
If you want to receive feedback after employee training, student training or general training as an organization or training firm, you should create a training evaluation form.
A training evaluation form will help trainers get feedback about whether the training was really educating, the environment was conducive or they had access to enough materials. This information will be useful when planning future training.
You don’t have to wait until when a customer purchases your product, it is important for a business to take general online feedback from time to time. It is, in fact, better to leave it open and accessible all the time.
However, it is better to perform some validation so as to avoid spammers from hijacking the form and loading it with irrelevant information.
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Question one: How would you rate your experience with our customer service agent?
Question two: Kindly respond with agreeing or disagree with the following:
Question three: Which of the following did you enjoy most at the event?
Question four: How often do you use our service?
Question five: How long have you been using this device?
Question six: Have we been able to resolve your complaint?
Question seven: Why do you want a refund? _____
It is important to be clear and straightforward when creating a customer satisfaction survey. You are asking your customers to give you some of their time and so you need to ensure that you make the most out of it.
Use simple sentences that are easy to understand. This will not only help improve the customer feedback rate but also make sure that you collect relevant data.
Don’t ask questions about broad concepts or ideas; ask about specific concepts or ideas. This will make it easier to identify things that need improvement.
For example, if an organization uses a double-barreled question in a feedback survey, customers will most likely be confused about how to answer the question. They are most likely to choose a random answer and move on.
It is no doubt important to ask as many questions as possible so as to get detailed information about what needs improvement. However, most customers find it hard to answer too many questions. Some even go to the extent of scrolling through all the questions first before attempting to answer, and when it's too much, they don't answer.
That way you don't make them feel like they are being stressed. This will help increase the customer feedback rate.
A lot of people lack confidence and are scared of saying the truth or being blunt when asked a question because of their identity. But giving customers the option of choosing to remain anonymous will encourage them to give feedback. This will not only help increase the feedback rate but also ensure that customers give true feedback.
Organisations should stay away from asking irrelevant questions from customers. They get tired easily and may even get suspicious of the questions.
For example, a shopping mall may have recently introduced the use of POS into its malls and want to know whether they are working perfectly. After asking whether the customer had issues with using the POS, further questions like which bank or kind of card used may seem suspicious to the customer.
Formplus has many multiple choice options you can choose from, depending on the kind of data that needs to be collected. Some of those are
Customers feel more encouraged to participate in visually appealing surveys. With Formplus, you can increase your customer survey response rate through beautiful form designs.
Aside from the many features lets you change the color and add images, Formplus surveys give you the freedom of adding your own CSS file to further beauty the surveys.
You no longer have to worry about losing the data collected from your surveys, no matter how long ago it was taken. Formplus understands that you may need data from past surveys in order to investigate improvement and perform some other analysis.
Therefore, you have access to unlimited data storage space in the cloud. The data is automatically stored in the database, and you also have the opportunity to choose to store the data in your personal storage.
For easy analysis, Formplus allows you to export data in both CSV and pdf format. Exporting the data in your personal storage space or device does not delete it from the formplus database, except you delete it yourself.
You can export any type of data from the Formplus database.
There are different rating options available in the Formplus form builder. The highly interactive rating options will help visualize choices and improve customer response rates.
With Formplus, you can choose to either use only one of these options or use all of them.
Customers expect an exceptional experience from your company, and people, unfortunately, talk about bad customer service than they do good ones. Therefore, how do you ensure that customers have no bad reviews to talk about as a business owner?
Customer satisfaction surveys have been proving to help reduce bad reviews and is therefore important for every business. Formplus has therefore made this easy by creating easy-to-use customer satisfaction survey templates.
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