Customer Satisfaction Surveys: Are They Still Relevant?

You may wonder that in the age of online reviews, does a business really need to conduct customer satisfaction surveys. Between Google Reviews, Yelp, and Social Media Reviews, many companies have ditched the surveys.

Conducting customer satisfaction surveys is an effective way to understand your customers’ perceptions and experiences with your product or service. It goes way beyond an online review and when done correctly, can provide you with deeper customer insights.

Steps in Creating an Effective Customer Satisfaction Survey

1. Define your objectives: The first step is to determine the purpose of the survey. What do you want to achieve? Are you looking to identify areas where you can improve your product or service, or are you simply looking to gauge overall satisfaction? Having a clear objective will help you create effective survey questions and analyze the results.
2. Determine the survey method: You can conduct surveys through various methods, including email, phone, online surveys, or in-person surveys. Choose the method that best suits your audience and budget.
3. Create effective survey questions: Your survey questions should be clear, concise, and relevant to your objectives. Avoid leading questions that may influence the response. Use a mix of open-ended and close-ended questions to gather both quantitative and qualitative data.
4. Test the survey: Before sending out the survey, test it with a small group of customers to ensure that the questions are clear, and the survey is easy to complete.
5. Send out the survey: Once you have finalized the survey, it’s time to send it out to your target audience. Make sure to communicate the purpose of the survey and the expected timeframe for completion.
6. Analyze the results: Once you have collected the responses, analyze the data to identify trends and patterns. Look for areas where you can make improvements and areas where you are performing well.
7. Share the results: Share the results with your team and stakeholders to keep everyone informed about the customer satisfaction levels. Use the insights gained from the survey to make informed decisions about product or service improvements.
8. Take action: Finally, take action on the feedback received. Implement changes based on the feedback to improve customer satisfaction levels and retain customer loyalty.

Over the last 25 years, we have conducted a variety of customer satisfaction surveys for our clients. Contact us if you would like to learn more.