4 essential points for a successful customer satisfaction survey

Set the objectives of your customer satisfaction survey

Before conducting a customer satisfaction survey, it's important - indeed, crucial - to establish the overall objectives of the survey. This will provide a guideline for your customer satisfaction survey and, above all, facilitate the subsequent design and research work, especially for an online survey. While this point may seem obvious to you, it is all too often overlooked by companies, who sometimes fail to make any use of the results obtained when analyzing the findings of their customer satisfaction survey as a result of this oversight.

Satisfaction survey questionnaire design

To begin with, a good satisfaction survey questionnaire must contain the elements needed to process the data quickly and efficiently. The organization of the satisfaction questionnaire should aim to optimize the response rate of respondents. For your customer satisfaction survey, it's essential to structure the questionnaire properly, especially when conducting an online survey, so as to gather as much relevant information as possible. But it's important to find the right balance: between the time needed to administer the questionnaire and the ability to gather the maximum amount of relevant information about the user. This balance is not always easy to achieve, as companies often have a tendency to ask a large number of questions, which increases the questionnaire abandonment rate. You can call on our consultants to support you in this phase. Their experience and know-how will help you find the right balance when creating your satisfaction survey questionnaire.

Analyze your satisfaction survey results

Once you've defined the questionnaire for your customer satisfaction survey, you can administer it to your target groups. The analysis of your customer satisfaction survey questionnaires must be carried out using software specially designed for this purpose. At SatisFactory, we offer the Sharing-Data solution. This online solution enables you to quickly and easily create and distribute questionnaires, as well as process and analyze the results of your customer satisfaction survey. Our teams are also available to help you analyze the responses of your target customers, or to guide you through the software.

Drawing conclusions from the results of the satisfaction survey

Once you've identified all the relevant points uncovered by the customer satisfaction survey, you can, depending on your objectives and resources, implement the actions needed to improve customer satisfaction. These analyses will give you a better understanding of your customers' expectations, which should ultimately enable you to optimize your customer loyalty strategy.

We hope this information will give you a better understanding of how a customer satisfaction survey works. As a customer loyalty gas pedal, SatisFactory is at your disposal to advise and support you in your customer loyalty strategies.