Customer Satisfaction Survey

Customers are the mainstay of a business and play a big role in ensuring that a business experiences growth and profit.

This is the reason why customer service is vital in any business.

Their business is to ensure that customers are happy and satisfied with what the company is offering them.

Customers all have expectations and these expectations are constantly changing.

A company must therefore be very responsive to these changing customer expectations.

This is mainly because customer expectations are tied directly to customer satisfaction.

If you do not meet or exceed customer expectations, you will have dissatisfied customers.

Dissatisfied customers are disloyal customers, they will simply move on to the competition.

A business should therefore find out if its customers are satisfied.

The Customer Satisfaction Survey – What Is It?

One way to do this is to carry out a customer satisfaction survey.

The aim of the customer satisfaction survey is to get the opinion of the customers on the product or service offered.

Besides getting customer opinion, the survey can find out customer expectations, what is important to them and what they would like to be done differently.

The results from the survey can be used to carry out improvements that will meet customer expectations.

How To Deliver A Customer Satisfaction Survey

The customer satisfaction survey is typically carried out in the form of a questionnaire.

Questions need to address the critical customer satisfaction factors such as product or service quality, service promptness, staff responsiveness to customer needs and other factors.

The survey can also be carried out over the phone. You can call up your customers and ask them the questions.

Phone interviews have the best response time as you get your answers instantly.

You should always ensure you have the customer’s permission to phone them.

You can also email them or mail them the customer satisfaction survey questionnaire.

These two methods may have a low response rate.

To encourage customers to participate in your survey you should ensure that the customer satisfaction survey questions are not too long or too difficult to answer.

As much as possible, have the majority of customer satisfaction survey questions as multiple choice answers.

The survey will provide very useful information.

You will find out what your customers think, find areas in your product or service that need to be improved and also find out what your competition is doing and what your customers think of the competition.

Another benefit from customer satisfaction survey is that customers feel that you care about them and their opinion which may translate to customer loyalty.