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11 Mar 2015

How do you make a customer survey?

Listen to your customers. Find out what it is that makes them happy - or dissatisfied. Your customers can give you a unique insight into how your business is perceived. The goal is to develop and improve what you offer. Here are some practical tips on how to make a good customer survey.

If you want to develop - do a customer survey

Your customer deserves to be listened to. They need someone to see them, who can take them seriously and who can pay attention to their needs. When you know what your customer needs to feel good, you can live in harmony with each other for the rest of your lives.

Is the customer happy - or dissatisfied? If you don't already know, it's time to find out! Knowing what customers think can give you a unique insight into how your business is perceived. The objective is to develop and improve what you offer, your product or your service.

A successful customer survey can give you a clear idea of how satisfied your customers are with the products and services you offer. In addition, you will find out how you can improve for future deliveries. Longer-term work with this can also give you a great statistical base from which you can compare results over long periods.

A customer survey requires a lot of thought and planning

There is no lack of effective tools to put together a good customer survey. But a wonderful tool is not enough if you don't have your own intentions and goals for your survey. What is it that you really want to know about your customer? How should you ask the questions so that you get answers that give you the guidelines you need for you and your staff to be able to make the best decisions for the development of the company?

Gather knowledge about how the questions should be designed so that your customers will understand them and want to be part of your survey. Don't forget to explain why you are doing the survey and to thank those who participate.

Formulate the questions carefully

By far the best question the customer can be asked is: Will you buy from me again? Even if you get a clear answer, it may not be particularly nuanced. The risk is that you will only get a "yes" or "no". You would then miss out on a lot of valuable information. Ask questions from the customer's perspective. A well-formed and well thought-out survey that gives you value for money needs, in many cases, to be designed and formulated by experts in the field. Research it thoroughly in advance. A few tips:

  • Define the aim of the customer survey.
  • Find out what you need to know - not what you think it would be nice to hear.
  • Formulate the questions simply and briefly.
  • Be careful with the order in which you ask the questions.
  • Analyse what you want to know.
  • Limit the number of questions and possible answers.
  • If you have done similar surveys before, compare the results.

Get a better response rate

It's important that you get enough responses for the survey to have value. If you're not satisfied with the response rate - send out a reminder to those who haven't responded. You can often get an additional 30 percent of responses.

Customer surveys - find out more here
Paloma's tool Kurios helps you easily create questionnaires and surveys. Complete question templates are included in the survey tool, but you can also create your own survey based on your company's graphic profile. You get a statistical overview of the responses that have come in during the last seven days, and on the front page you will also receive a total overview of the response rate.

Good luck!

 

 

 

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