Saturday, January 27, 2018
Questions to ask yourself before creating a satisfaction form
Whatever the category of product or service it provides, every company must satisfy its customers and meet their expectations if it wants to keep them.
To do this, you need to offer a regular satisfaction form to check that your services are in line with your customers' expectations.
However, creating these customer satisfaction forms shouldn't be done hastily, and involves asking the right questions if you want the survey results to be constructive.
Who will be in charge of the customer satisfaction survey project?
Creating a satisfaction questionnaire is not an exercise to be taken lightly. The results can be of strategic importance to the company. Hence the importance of choosing the right team to implement the project.
What is/are the purpose(s) of the satisfaction form?
Once your team has been set up, it will have the task of defining the objectives and the various modules that will make up your customer satisfaction survey, which are quite varied:
- Identify customer needs and expectations
- Evaluate the level of satisfaction or dissatisfaction
- Identify elements of satisfaction and dissatisfaction
- Measuring service quality
- Knowing how your staff feels
Who will be the target audience for the satisfaction questionnaire?
Determining the target group for your satisfaction questionnaire means identifying the people who will enable you to collect the information you need for your survey. To define the target or target groups, you need to define who will be concerned by the questions? Or how big should the sample be?
This target may simply correspond to your entire customer base, or to a significant part of it (regular customers, the highest or lowest average basket, customers who have not made a purchase since a certain date, etc.).
To conclude, it's important to understand that there's no such thing as a standard satisfaction form, but asking yourself these questions before conducting your survey will help you get off to a good start. At SatisFactory, we can advise and help you answer these questions. So, if you're looking for a partner to help you carry out your surveys, don't hesitate to call on our teams.
