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At Finnies we can advise business owners on many aspects of running and growing a business. The following are ideas for an effective customer satisfaction survey...
Are your customers really as happy as you think they are? Conducting a customer satisfaction survey will reveal much about the expectations of your customers, and the extent to which you are meeting those expectations.
A good survey will allow you to identify areas of weakness and plan future ventures, and will help you to exceed expectations in the future. But if it is to be a truly useful tool, your survey must be properly executed. There is a method to compiling an effective survey - here are some key pointers:
Remember, a reasonably satisfied customer is not necessarily a loyal customer. Knowing the difference between satisfaction and total satisfaction will help you to encourage customer loyalty and allow your business to compete effectively. Anticipating problems, rather than reacting to them, is the key.
Here are some examples of the kinds of subjects you may want to feature in your survey.
Depending on your objectives, you may want to go into more detail with some subjects than with others. A survey that is focused on evaluating customer service may want to ask specific questions about a customer's experience, such as how many times they have contacted the company.
Here are two common types of question. Don't simply stick to one format: instead, use the question most likely to give you the information you want.
If you are looking for support and advice from a team of professional accountants and business advisers, contact Finnies.
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