All businesses need a loyal customer base to prosper. That is why their reviews, opinions, and suggestions matter the most. But how can businesses acquire their customers’ viewpoints on their products?
Our blog today revolves around this question: How do you get a customer satisfaction survey? We will explore in detail the best questions and tips to include in the survey to gain insight into customers’ thoughts and feelings.
So, scroll down and familiarize yourself with the best customer satisfaction survey practices:
First Thing: What are Customer Surveys?
A customer survey is a method of gaining insights into customers’ feedback about your company’s products or services. It is much better than the one-on-one method of getting customer feedback. Why so? Because the one-on-one interaction is not only time-consuming but also requires resources. That is why most companies prefer customer surveys to get their client’s opinions. All you need is to circulate surveys manually or through e-mails or posts.
Why Customer Surveys are Helpful?
Customer surveys present both the company’s and users number of benefits. Here are a few:
- You come to know about the unbiased reviews of your customers.
- Customer suggestions gained through surveys help you innovate or improve your services according to the customers’ needs, preferences, and interests.
- When customers fill out the form anonymously, they do so without the fear of being judged and ultimately give their honest views.
- Customer surveys are a great way to stay in touch with your customers and boost their loyalty. They make customers feel valued, leaving a lasting impression on their minds.
- Customer surveys can serve as a medium to listen to your customers’ concerns. According to the report of Khoros 2024, 83% of customers feel more loyal to brands that prioritize their complaints.
- Customers can answer the survey questions from the comfort of their homes, making it a less intrusive method of getting reviews.
- Customer surveys are a great way to gauge and track the progress of your manufacturing capability, marketing influence, and overall brand reputation.
- It helps build a buyer persona that will be very useful in reforming the product and in future marketing efforts.
- It helps companies make rationalistic, data-driven, and informed decisions. According to a report by Insight Squared (a Mediafy Company), 70% firmly believe in the power of analytics to improve their customer experience.
Qualities of a Good Customer Satisfaction Survey:
According to the Harvard Business Review, 80% of companies rely on customer satisfaction scores to analyze customer experiences and to improve them. If you want to get the most out of your customer’s words, you have to be strategic and calculative about the questions being asked. If you work on these few elements in your customer satisfaction survey, then you will be able to get your desired customer satisfaction survey answers:
Uniformity in Rating
Make sure that there is one clear-cut rating scale to judge the customer satisfaction survey answers. Having a one standardized approach to all answers helps in accurate and objective analysis of customer experiences, opinions, and suggestions.
Ask Purposeful Questions
The customer satisfaction survey questions included in the form must be meaningful in their orientation. When I say meaningful, I mean meaningful to both the end-user and the company. The customer will only answer the question in full consciousness when they find the survey valuable to their own interests. Otherwise, it will be nothing less than burdening and irritating your clients with unnecessary tasks.
Make Your Questions Diverse in Outlook
A variety of questions will keep your customers engaged in the survey. It will also help you ask more questions and get productive answers to all of them. So, better include open-ended questions, multiple-choice questions, yes/no questions, and demographic questions in your customer satisfaction surveys.
Ask Brief and Concise Questions
Keeping your survey brief and concise is more important than you think. Not many people have time (even if they have time, they are not interested) to read word-by-word what’s written in the survey. Just tell me why in the world will someone spend an hour of their day reading questions mentioned in your survey (trust me, nobody does anything thing for free)? So, be straightforward while asking questions in your survey.
Provide Incentives for Filling the Survey
As I said, nobody does anything for free these days. If that is so, why not give your customers incentives to fill out the form? It’s a good idea, isn’t it? You can offer special discount packages for customers who diligently fill out the customer satisfaction survey. However, it is vital to keep your incentives small to prevent any kind of biased answers.
Other Best Practices for Customer Satisfaction Survey
- Upon getting the customer satisfaction survey answer, remember to send special thanks to your customers in the form of gift cards, discounts, or Thanksgiving emails.
- Timing is really important when sending surveys. Don’t send them at a time when you know your customers are likely to be busy. Additionally, give your customers enough time (at least one week) to fill out the survey questions to make things easy for them.
- Re-check your survey before sending it out to your customers. This way, you will be able to remove any errors in wording or formatting.
- Be direct in your questions. Don’t make any assumptions about getting possible replies from your customers. If you want a specific answer, ask specific questions.
Final Thoughts
Using a customer satisfaction survey report is the best way to reform your business according to your audience’s desires. It would not be wrong to say that customer satisfaction surveys are the gateway to success for any business. Knowing the tremendous benefits of customer surveys in boosting your overall company’s productivity and efficiency, it is crucial to make them a part of your digital marketing strategy.
If you are interested in delegating this task to a professional digital marketing agency like UnityDiv, feel free to contact us and get the best quote.
