Monday, June 10, 2019
Our tips for successfully implementing a customer satisfaction questionnaire
At a time when customer satisfaction has become an indispensable variable in every company's activity, the customer satisfaction questionnaire is a tool that is becoming increasingly valuable, and now counts as part of the analysis of results, or as having a growing impact on future strategies. It enables you to measure the reception of your offer by your (potential) customers.
Today, SatisFactory, the feedback management specialist, offers you its advice on how to prepare your satisfaction survey questionnaire. You'll also discover how to anticipate the construction of your survey so as to make the most of the results.
Why conduct a customer satisfaction survey?
The customer satisfaction questionnaire will help you develop your business in a number of ways. Firstly, it helps you understand the strengths and weaknesses of your offering from the customer's point of view. When you're an entrepreneur or an employee of your own company, you don't have the same point of view as the end customer about your own product/service.
Theaim of a satisfaction questionnaire is to bridge the gap between our perception and that of the customer. At a time when customer satisfaction is essential (customers now have full power, and can share their opinions and dissatisfaction in just a few clicks), a customer satisfaction questionnaire is a good way of preparing for the future.
How do you create a customer satisfaction questionnaire?
Before asking yourself how to create a customer satisfaction questionnaire, you need to ask yourself several questions:
- Which panel? What is the respondent panel? What age/socio-demographic criteria do I want to target?
- How many people? How many people are needed for my satisfaction survey to be usable?
- How will I do it? How will I distribute the questionnaire?
- What's involved? To have a successful questionnaire, is it necessary to have objectives and a future vision of the results that will make it possible to anticipate the results of this survey?
To properly translate the results of your questionnaire, you need to ask yourself which type of question will give you the most interesting answers: a quantitative questionnaire will enable you to collect a large number of responses thanks to closed questions. A qualitative questionnaire, on the other hand, emphasizes the depth of responses, even if it's less easy to disseminate widely.
Why choose SatisFactory for your customer satisfaction survey?
As a feedback management specialist, SatisFactory can help you create and articulate your customer satisfaction strategy. From setting up your in-store customer satisfaction questionnaire to collecting the results, SatisFactory offers you a dedicated, customized interface that will collect all your sources of customer satisfaction. Data from social networks, collaborative tools and CRM are all directly accessible.
Connecting feedback management data in this way enables you to make quick decisions and adapt your strategy.
Interested in our customer satisfaction measurement services? Contact us today at contact@satisfactory.fr.
