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Can Satisfaction Survey Questions Improve Your ROI?
Always pick your 360 degree satisfaction survey
questions carefully.
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Customer satisfaction surveys are extremely useful. Basically, they ask your customers questions about their experience with your company.
There are several ways to conduct a customer satisfaction survey, that include:
- Face to face
- Written forms
- Surveys via the Internet on company websites
- Surveys distributed by emails
- Call customers by phone
Timeliness of Customer Satisfaction Surveys
Investors are obviously concerned with their return on investment. Customer satisfactions surveys should be conducted soon after their experience. This allows a customer to have their opinions and feelings at the forefront.
Taking too long to submit a survey can skew the results. Customers no longer recall particular characteristics and answer questions with a clouded memory.
Surveys can sometimes reveal that a business has hit the mark with a new item immediately following an analysis of multiple survey answers.
Surveys should also be repeated every few months. This will measure the success or decline in satisfaction of the initially promising item. The analysis from repeated surveys can easily lead to improving the return on investment.
Ask the Right Questions
The questions should be detailed enough to reveal why a customer is pleased (or not) with a particular product or service. The questions should cover all areas that concern the success of any company.
Some questions may include:
- Were you satisfied with our product or service that you recently purchased?
- What particular part of the product or service did you like, or not like the most?
- How can we improve our product or service?
- How satisfied are you with our company overall?
- Will you purchase from us in the future?
- Would you recommend our product or service to someone else?
Analysis of the Answers to Customer Satisfaction Surveys
The goal of a survey is to reveal what products or services are resulting in the greatest gains on return on investments. A great deal of analysis should take place following the completion of multiple surveys.
There are many areas of analysis to consider:
- Various demographics or areas that a particular product or service is successful or unsuccessful
- Age groups of survey takers in relation to customer satisfaction
- Gender or ethnicity groups that are trending towards a certain product or service
- The primary complaints or praises that a product or service receives in each survey
Customer satisfaction surveys are an absolute necessity to gauge a return on investment. They identify how to attract new customers, while maintaining a devoted and long-lasting clientele.
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