Thursday, October 10, 2019
Discover our tips for setting up a customer satisfaction survey
Determining customer satisfaction is a particularly relevant indicator for any company. A satisfied customer is a loyal customer.
But behind this simplistic proverb lies a very real economic reality: it's estimated that it costs 5 to 7 times more to recruit new customers than to retain existing ones. So how do you quickly set up a customer satisfaction survey?
Find out what SatisFactory, the feedback management specialist, has to say.
Define the challenges and objectives of your satisfaction survey
The purpose of asatisfaction survey is not just to measure customer satisfaction. It should also provide sponsors with a basis on which to improve the quality of their products or services, based on the analysis of customer feedback.
This is why, in order to respond to these different challenges, it is necessary to identify several objectives that the customer satisfaction survey should address. It may be a global objective focused on the customer experience, or the research may lead you to work on a more specific point: customer reception, a specific feature/functionality of your product, etc. It's up to you to define your needs.
Create your customer satisfaction survey and choose the right channel
Once the objectives have been identified, it's time to create the survey itself. To do this, you'll have various types of questions at your disposal, enabling you to gather responses from participants.
It's advisable to keep the satisfaction survey fairly short, so that participants are willing to take the time to complete it, and don't abandon the questionnaire midway through .
For this purpose, questions with answers on scales of 1 to 5 are faster, and also enable statistical analysis. Finally, you can add a few open-ended questions to elicit additional information that may prove relevant.
As far as the channel is concerned, there are several opportunities here: directly out of the store using a tablet, for example, or via an emailing following a visit/purchase.
Analysis of results
The final step is to use the data from your satisfaction survey. In particular, you can measure the customer satisfaction ratewhich is an important customer satisfaction indicator, along with NPS (Net Promoter Score), for example.
This analysis of the results is essential, as the conclusions drawn will enable you to identify areas for improvement in your offer.
If you'd like us to help you with your feedback management project, don't hesitate to contact us on 01 75 77 27 20. We're here to help.
