For any organization dealing with many clients, it is important to do the customer satisfaction surveys. This will measure how the services and products sold meet the expectations either by scoring highly or lowly. This will also show the loyalty on the customer’s side.
Carrying out the surveys
When carrying out satisfaction surveys, a company must consider the following.
Keep them sweet and short
When doing the survey, it is ideal to keep the surveys shorter. This will help in relieving boredom to the clients. If you carry the survey with long questionnaires, then they will even fail to answer and deliver the results in time.
Rotate the questions
Since you want to get the best out of the survey, it is ideal to consider rotation of questions used. This will work well where you have many questions to ask. The simplest method will involve breaking many questions such that the client gets time in answering them all. If it is 50 questions to be asked, consider 10 people answering only 5 each.
Make the scaling level and same
In carrying out the surveys for client satisfaction, let the questions be of the same scale. Avoid changing the scales. This means if you want the rating to be between 1 and 10, the whole set of questions should be based on that rate.
Timing is important
When doing the surveys, consider the best time to take it. First, ask clients the best time when they are not busy. This can be done just at the beginning of your meeting. If you set the timing at the end of the meeting, the client will want to leave in a hurry and then answer your questions without keenness.
Do not entice
One mistake that many companies do is to entice clients wit presents and goodies. This will make them avoid telling the truth because they have been compromised. Presents will always harm the credibility of the outcome.