Customer Satisfaction Survey

(Please note these are not hard & Fast rules you can do a health check of your relation with customer on Monthly or Quarterly doing an offline or virtual survey on your own and see what are the areas Customer is not happy about and can work to improve the highlighted weak areas)

The best way to find out whether your customers are satisfied is to ask them. What you ask and how you ask are important. However, the most important thing is what you do with their answers,

Read CUSTOMER SATISFACTION SURVEY to learn how to do a customer satisfaction survey that works well for you.

We all know customer satisfaction is essential to the survival of our businesses. How do we find out whether our customers are satisfied? The best way to find out whether your customers are satisfied is to ask them.

When you conduct a customer satisfaction survey, what you ask the customers is important. How, when , and how often you ask these questions are also important. However, the most important thing about conducting a customer satisfaction survey is what you do with their answers.

How You Ask Whether Customers Are Satisfied: There are many ways to ask your customers whether or not they are satisfied with your company, your products, and the service they received.

You can ask them:

1. Face-to-face
   As they are about to walk out of your store or office, ask them.
   
2. Call them on the phone
   If you have their phone number, and their permission, you can call them after their visit and ask how satisfied they are.
   
3. Mail them a questionnaire
   This technique has been used for a long time. The results are predictable.
   
4. Email them a customer satisfaction survey
   Be careful to not violate Spam laws
5. Email them an invitation to take a customer satisfaction survey

What To Ask In A Customer Satisfaction Survey:

There is a school of thought that you only need to ask a single question in a customer satisfaction survey. That question is, "will you buy from me again?" While it is tempting to reduce your customer satisfaction survey to this supposed "essence", you miss a lot of valuable information and you can be easily misled.

It is too easy for a customer to answer yes to the "will you buy from me again?", whether they mean it or not. You want to ask other questions in a customer satisfaction survey to get closer to the expected behavior and to collect information about what to change and what to keep doing.

By all means ask the basic customer satisfaction questions:

• How satisfied are you with the purchase you made (of a product or service)
• How satisfied are you with the service you received?
• How satisfied are you with our company overall?

And ask the customer loyalty questions"

• How likely are you to buy from us again?
• How likely are you to recommend our product/service to others
• How likely are you to recommend our company to others.

Also ask what the customer liked and didn't like about the product, your service, and your company.

HOW OFTEN SHOULD YOU CONDUCT A CUSTOMER SATISFACTION SURVEY:

The best answer is "often enough to get the most information, but not so often as to upset the customer". In real terms, the frequency with which you conduct a customer satisfaction survey depends on the frequency with which you interact with your customers. My state renews drivers licenses for five-year periods. It would be silly for them to ask me each year what I thought of my last renewal experience. Conversely, if I survey the commuters on my rapid transit system once a year, I will miss important changes in their attitudes that may be driven by seasonal events.