Customer surveys are not always easy to get right the first time.
If you already have a system set up for customer satisfaction surveys and are starting to see a plateau in your results, or never had great success in the first place, then there may be some ways in which you can improve your process.
Eradicate the paper trail
One of the first things to do is to make your survey hardware survey software.
Taking it online instead of ticking boxes on paper will make it a lot easier for your customers to fill out – and therefore more likely to participate.
Plus, it means a lot less handling when the surveys come back to you.
Get rid of bias questions
International data group company CIO released a list of ways to improve your customer satisfaction questionnaires, most of which related to bias.
For example, is there evidence of surveyor bias in the questions? This would be questions that the surveyor cared about in particular, but might not be as relevant to the company or the customer.
They could also have a semantic bias, whereby the questions are worded in a way that uses jargon from your industry, instead of language that the customer can understand and relate to.
Cut them down
Lastly, cut out anything you don’t need.
Sometimes questions are not updated often enough which means that some of the topics will be out-dated.
Not only will the customer be more engaged if each question is relevant, they will prefer a shorter survey that doesn’t take as long to complete.
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