  Customer Satisfaction Survey Device |
Tip for Online Customer Satisfaction Surveys
Customer Research Technology undertake 1,000’s of customer satisfaction surveys each year. Here are a few tips from customer survey examples to ensure your customer surveys achieve maximum value for your business.
Customer satisfaction surveys should be low maintenance
Surveys that demand staff resource to run can often have a negative effect. Employees can be distracted by the process of data collection and fail to implement worthwhile actions. They can be more focussed on getting the right number of surveys than being absorbed in the customer service they are actually employed to provide. If they are personally responsible for collecting the feedback, this often results in the surveys being distorted, by only inviting positive customer feedback, or even worse, falsified.
Customer satisfaction surveys need good communication
If employees are not 'briefed in' and engaged in the process of creating the customer survey template, they are likely to view it with suspicion or cynicism. This can lead to a lack of motivation and in some circumstances even attempts to manipulate the customer survey. Importantly, the benefits and purpose of the questionnaire must be communicated.
Customer survey results need investigation
This might sound obvious, but you’d be amazed at the number of companies who are content to accept when 70% of all customers are satisfied. Breaking the customer base into sub-sets, to identify sectors that are not being well served, is a simple and effective way to improve customer satisfaction.
CRT’s technology is often used to create the customer feedback from and identify different customer types who shop at different times of the day. A shopper at 11am often has different perceptions and expectations than a shopper at 5pm.
Your customer survey respondents need feedback
One of the most powerful messages to your consumer is feeding back the findings of your survey and your planned actions. It says to your customer "We’ve heard your concerns, we’ve understood your opinions and now we’re going to act - customer satisfaction is important to us." This is an excellent method for building customer loyalty, increasing response rates and improving customer satisfaction. Please also see our page on Writing Customer Satisfaction Survey Questions.
