Choosing CSAT Survey Questions
Survey research is one of the best ways to gather information on your customers. It helps you spot trends and can provide you with information that is crucial to the short and long term success of you...
Introduction
Survey research is one of the best ways to gather information on your customers. It helps you spot trends and can provide you with information that is crucial to the short and long term success of your company. Yet your customer satisfaction survey needs to be valuable. You cannot (or should not) inundate clients with surveys, begging them for more and more information. Over time you’ll experience survey burnout that may impact the relationship you have with your clients. Rather, your survey needs to provide you with as much value as possible, in order to ensure it provides you with the insight you need to help your business.
Tips for Choosing Customer Satisfaction Survey Questions
How much insight does the question bring you? Each question needs to bring you real, concrete value. Your customers are busy people. The more generic and useless the survey question is, the less likely they are to complete the survey. Value their time by choosing only the survey questions that are truly important – questions that you are going to use to analyze later. How likely are you going to use the question in the future? One of the primary benefits of using a customer satisfaction survey is the ability to spot trends. Finding out that your clients score you 4/5 on overall satisfaction is interesting, but not that useful. Finding out that that number is up from 2/5 or down from 5/5 is extremely useful. Questions you put in your customer satisfaction survey should almost always be questions you plan on asking again in the future. How relevant are the questions to the customer’s experience? Your customers want to know that their survey matters. Questions that are irrelevant or only loosely relevant to their experiences with your company will either cause them to quit the survey or lead to ambivalent answers which may cloud your data. Try to choose questions that are as relevant to the customer’s experience as possible.
Running Your Customer Satisfaction Survey
The questions you choose to ask are important. Make sure that all of your questions are insightful, interesting, and can – in general – be used to track changes over time. As you compose your survey it becomes important to limit the number of questions to only those that are important for your research. Use the above tips to help cut out unnecessary questions and ensure that your survey is useful for your research purposes.
Key Takeaways
- Introduction
- Tips for Choosing Customer Satisfaction Survey Questions
- Running Your Customer Satisfaction Survey
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