Customer Satisfaction Surveys
We here at SurveyRock know how important surveying your customers is to your success so we put together five design principals for your customer satisfaction surveys:
- Ask overall satisfaction at the start of the survey - This will allow you to measure
customers’ overall impressions of your company, product or service before they start
thinking of specific aspects of those relationships.
- Use a 5-point satisfaction scale - Question scales should have descriptive labels
associated with the numbers, and the top end of the scale should mean that customers are
- Be consistent with your question wording - Consistency is critical in customer
satisfaction research. Question scales should be consistent within a particular
questionnaire as well as over time. The key measures of customer satisfaction, including
the overall satisfaction question and those asking about specific aspects of the
relationship, should all use the same scale.
- Keep the survey short and focused - Focus on getting a read on your customers’
relationship with you. Avoid the temptation to ask everything you’ve ever wanted to
know. The more ground you try to cover, the more likely it is that respondents will
abandon the survey.
- Ask demographic or "firmographic" questions - Inquiring about demographics or
firmographics (company or industry type and size) enables you to analyze the data by
different subgroups—such as new customers or regional customers. Consider hypotheses
about customer profiles that may affect satisfaction and include questions that capture
Remember that your customers’ satisfaction is tied directly to profitability – happy customers buy more and refer other customers. :-)
SurveyRock can help you with:
- Customer Satisfaction Surveys
- Product Feedback Surveys
- Customer Service Satisfaction Surveys
- Post Event Surveys
- Customer Feedback Surveys
- Tech Support Satisfaction Surveys
- Website Feedback Surveys
- and more...
See our full list of sample customer satisfaction survey templates that you can use to be up and running in seconds!