When to Update CSAT Surveys

Customer satisfaction is all about tracking trends. It’s not necessarily important whether or not you have a 5 on a scape or a 7 on a scale. The most important measures involve figuring out how satisfaction has changed over time, and how those changes correspond to revenue streams.

You are trying to make sure that your efforts are making changes or, at the very least, not causing customers to go elsewhere. If you change the questions in your customer satisfaction survey, you may not be able to track changes quite as well. Yet there are still some reasons to change your customer satisfaction questions, no matter how long you have been using them.

Some of these reasons include: New Products If you have any new products or services that you are starting to sell, or if you are removing a product, you may want to change your questionnaire. While even a small change in a questionnaire can change the results of the entire rest of the survey, you still need these surveys to track important information, and they can only do that if you update them on occasion with new products and services. New Employee Activities Often companies are introducing new ways of providing customer service.

It may be in your best interests to change your current customer satisfaction survey in such a way as to see if the results of these customer satisfaction efforts are achieving your goals. Shorter Survey If you realize that the survey questions are not as important as you had previously anticipated, it may be a good idea to cut out some of the questions and shorten the survey as much as possible. Shorter surveys will always yield a better response rate and better results.

You Find an Error Even on long running surveys you may someday find an error in how you were originally asking a question or finding a result. These are often something you should change as well, since surveys with errors may be sending you incorrect data.

While there are a variety of reasons you may want to change your customer satisfaction survey, it is important to note that any change, no matter how innocuous, can drastically change the results. That can cause serious problems when it comes to tracking your changes. Still, if you really need to change a survey and you can justify your reason for changing it, you may still need to make the changes and then justify the results.