{"id":36673,"date":"2020-09-03T10:07:25","date_gmt":"2020-09-03T09:07:25","guid":{"rendered":"https:\/\/idsurvey.fluidhub.it\/customer-satisfaction-an-effective-questionnaire\/"},"modified":"2022-08-09T07:31:36","modified_gmt":"2022-08-09T06:31:36","slug":"customer-satisfaction-an-effective-questionnaire","status":"publish","type":"post","link":"https:\/\/www.idsurvey.com\/en\/customer-satisfaction-an-effective-questionnaire\/","title":{"rendered":"Customer Satisfaction: an effective questionnaire"},"content":{"rendered":"

Measuring your customers satisfaction is crucial for any company to acquire new customers and keep old ones.
\nHow can I measure customer satisfaction?<\/em><\/p>\n

One of the most effective strategies is\u00a0administering a customer satisfaction survey.<\/strong>
\nLet\u2019s see which benefits your company can have and how to design good questionnaires.<\/p>\n

 <\/p>\n

The importance of customer satisfaction surveys<\/h2>\n

A satisfied customer is a gravy train.<\/strong>\u00a0Company managers know that and an Harvard Business Review research confirms it.\u00a0Keeping an existing customer costs 5 times more than getting it in the first place.<\/strong><\/p>\n

In this\u00a0International Journal of Retail & Distribution Management<\/em>\u00a0publication\u00a0you can see how\u00a0customer loyalty to a brand (or a product) is linked to a high customer satisfaction.<\/strong><\/p>\n

Also, the real deal for companies that wants to grow is\u00a0providing a good customer experience\u00a0<\/strong>because of the current status of markets.<\/p>\n

How an effective satisfaction survey can be helpful? It can measure and maximize customer satisfaction.<\/p>\n

 <\/p>\n

Here\u2019s 5 golden rules to design good customer satisfaction survey questions.<\/h3>\n

 <\/p>\n

1. Who to ask<\/h2>\n

Selecting the right target is crucial to make a questionnaire effective. In theory it could seem a simple task. But what about practice?<\/em><\/p>\n

For example, let\u2019s take a cigarettes brand. the user is easily targeted, as the use of the product is strictly personal.<\/p>\n

Now a cereal brand.\u00a0The person who purchases the product is the same who use it? That\u2019s not always the case. So, who to ask?<\/em><\/p>\n

The interview should be administered to the person who makes the purchase.<\/strong><\/p>\n

If your activity deals with B2B, you\u2019ll interview purchasing managers (in the previous example, we\u2019ll interview parents that purchase cereals for their children).<\/p>\n

 <\/p>\n

2. What to ask<\/h2>\n

Another crucial point:\u00a0which are the right questions?<\/em>\u00a0It really depends on your goals.<\/p>\n

Here\u2019s some general examples:<\/p>\n

    \n
  1. What is the general level of satisfaction with Y Corp.?<\/li>\n
  2. How likely is it for you to buy a product from Y Corp.?<\/li>\n
  3. And how likely is it for you to recommend Y Corp. products to a friend or colleague?<\/li>\n
  4. Products quality<\/strong>\u00a0(How do you judge X product quality?)<\/li>\n
  5. Delivery<\/strong>\u00a0(Did the product arrived on day scheduled?)<\/li>\n
  6. Staff and Service<\/strong>\u00a0(Was the staff nice? Are you satisfied of how they helped in the purchase? How is the post-sale service?)<\/li>\n
  7. Brand<\/strong>\u00a0(How do you consider Brand Y in terms of reputation?)<\/li>\n
  8. Price<\/strong>\u00a0(Is the price of Product Y convenient?)<\/li>\n<\/ol>\n

     <\/p>\n

    3. How to ask<\/h2>\n

    There are 3 most common tools to administer questionnaires. Let\u2019s see pros and cons of each one of them:<\/p>\n