Satisfaction surveys are crucial for businesses. They allow, among other things, to have an overall idea of ​​the opinions of customers, but also to react quickly to improve the services offered. If you're wondering how to create a satisfaction survey, you're in good hands.

What is a satisfaction survey?

Research by Oracle revealed that 86% of shoppers are willing to pay more if their experience is improved. And only 1% of these buyers believe that the majority of the services they receive meet their expectations. So you understand the importance of satisfaction surveys : but what are they exactly? A customer satisfaction survey is simply a consummate customer survey for it to assess a customer satisfaction score. The score in question is called CSAT.

The index in question measures the proportion of customers who are satisfied with the products and services offered by a particular company or by the overall quality of the experience offered by the brand. It should be known that this indicator is very important, it expresses above all the feelings of the customers and the companies can also use it to determine the needs of their customers. When the problem is identified, it is much easier to find a solution.

Polls often take the form of a rating scale. This simplifies the process of calculating scores, but more importantly, it allows for successful assessment over time. Observing this assessment is the key to consumer satisfaction. In short, this means that companies are then able to meet customer expectations.

What is a satisfaction survey used for?

In the context of industry, the research targets quality measurement. Questions such as:

  • do you like the person serving you food?
  • do you find the service really satisfactory?
  • how do you rate the quality of the food?

Are very common. Surely you have already experienced this. A customer satisfaction survey is often used in organizations to find out how good the service is, what can be improved, and if the service is good for a certain group.

When collecting data, make sure that one of the questions should be the purpose of the survey. You have to be sure of what you want, you don't have many opportunities to do a survey. You have to space them out, otherwise you will exhaust, spam and annoy your customers. In many situations, the question "What is the purpose of the survey?" is used by an organization to assess whether the purpose of the investigation is the interest of the customer or the interests of the organization. Often the intention is to collect satisfaction data to assess whether they meet the client's needs. The objective of the satisfaction survey is not necessarily the objective of the quality survey.

How to do a satisfaction survey?

A satisfaction survey is a very popular way to collect data on what people think, but also to tell companies how they need to improve a product. Surveys ask respondents how much they like their experience or product. They are especially useful when it comes to evaluating new products and services. Here's what you can do to make a satisfaction survey :

  • create a questionnaire by keeping it short and clear (keep it simple);
  • write a brief summary for the client;
  • make it easier for them to respond, especially online;
  • offer several answers to choose from and always free answer boxes;
  • ask concise and focused questions;
  • ask them to rate the service on a scale.

If you still need some ideas to get started, you can get inspired online. During online shopping satisfaction survey, you may encounter one or more complaints. If a customer complains that an item is not as advertised, feel free to apologize. If you have a good relationship with your customers, you will be able to provide very useful advice. It is normal to explain to the customer the reasons for a complaint. Please keep in mind that negative feedback should not be responded to with an attitude of annoyance or displeasure. There is always evidence that a particular customer may be the reason for a business going bankrupt. Be kind, understanding. If you think the customer is unhappy with the purchase, tell them you will make changes.