6 good resolutions in 2017 for your satisfaction barometer

Attitude scale: choose the scale that meets your objectives

The choice of your measurement scale is fundamental to building a satisfaction questionnaire that is consistent with your objectives:

• a more detailed understanding of trends over time
• communicate with teams
• compare yourself to your competitors

Rule 1
The first rule is 1 QUESTIONNAIRE = 1 SCALE, always in the same direction. It's important to respect this principle so as not to mislead your respondent.

Rule 2
Next, the choice of a measurement scale must be made with the following considerations in mind:

For respondents:

• Be understandable, simple, with an unambiguous meaning
• Be adapted to different types of collection: telephone, face-to-face, self-administered in writing or by e-mail
• May be adapted to an international collection

For analysis:

• Be sensitive enough to measure changes over time
• Facilitate statistical processing (calculations, groupings)

For the communication of results :

• Easy to explain and translate into action plans

See our list of commonly used scales with their advantages and limitations.

Open question: use them at the right time

When used wisely, the open question shows your respondents your ability to listen and give them the floor, but above all it improves your customer knowledge.

Open-ended questions are useful for identifying customer complaints and exploiting customer suggestions. It must be used strategically, and must not be over-used, otherwise you'll end up with vague, unusable answers.

Questionnaire size: don't hold your respondents hostage

Whether by email or telephone, it's essential to avoid the trap of the long-winded questionnaire. It's always tempting to ask a wide range of questions to make sure you cover every subject, but in the end, it's neither pleasant for the respondent nor for you (unusable data).whether by email or telephone, it's essential to avoid the trap of the long-winded questionnaire. It's always tempting to ask a wide range of questions to make sure you cover all the topics, but in the end, it's neither pleasant for the respondent nor for you (unusable data).

Responsive design: adapt to different reading devices

Increase your return rate by adapting to the media used by your respondents!
Nearly 60% of French people are mobile users, and almost 4 out of 10 households are equipped with tablets, according to the barometer of the Mobile Marketing Association France.
As with websites, it's now essential to offer a mobile or tablet version to optimize your respondents' user experience.

CNIL: get the green light from your respondents

Companies are required by law to declare all files containing personal information (surname, first name, email address, telephone number, etc.). In the case of a satisfaction survey, the aim is to be able to identify the customer and call them back to deal with any dissatisfaction. It is therefore essential to ask an anonymizing question at the end of the questionnaire, which will authorize the personal data to be processed on an individual basis.

Finally, to complete your approach: communicate!

It seems obvious, but it's not a practice applied by everyone today.
It's all about communicating the results of your survey transparently. Whether your customers express their satisfaction or their dissatisfaction, it's essential to give them feedback to thank them for taking the time to reply, and above all to inform them of the actions taken in response to their comments.