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Conducting an Online Customer Satisfaction Survey

April 24, 2012 | Comments: 0 | Views: 196

From setting the research objectives to administering the customer satisfaction survey sample, all the procedures that go before the actual distribution of the final questionnaire are crucial to having a productive study about determining your customers' satisfaction level. Knowing if and how your customers are satisfied gives you the power to improve various aspects of your business and help you advance towards your business goals.

Set clearly defined goals. Prior to listing down all the questions you think you need to ask your customers, you have to determine your study's objectives. Keep in mind these purposes that you've set and never go out of focus. These goals will help you set the right type, number, and format of questions you need to succeed in your study. Do not bother to ask your customers about items not relevant to your goals.

State direct and concise questions. Especially in an online survey, you need to be sure that your questionnaire can be answered by any of your target respondents in no more than 5 minutes. If you need to conduct a survey that's longer than that, you need to give incentives to your respondents. Otherwise, you might get a lot of refusals to answer your questionnaire or, at best, lazy responses. Let the respondent know right away how long the survey is by using a progress bar or simply indicate how many pages or questions they still have to answer.

Make sure your questions are easy to understand and answer. Avoid using complex terms, acronyms, jargons, and other terms that may be known only to an exclusive set of people not including your respondents. Be careful particularly when you're conducting a survey among people with different cultures and nationalities. One word may mean two different things to two respondents; one might even find it offensive. Similarly, be very specific in asking questions. There are some questions that can draw a wide range of responses that may distort your results.

One way to make sure that your questionnaire can be understood by your respondents and would have a very minimal margin of error is to do a sample customer satisfaction survey among a small group of target respondents. Test your questions and see if everyone understood every item and didn't take too long in answering each number.

One last important thing is for you to be sure that your distribution list includes only the best people who can answer your survey. Including people not relevant to your study will only waste your resources and may give you invalid results.

Get free customer satisfaction survey sample templates on Web Survey Creator. Check out their professionally designed online survey instruments that are easy to use and free of charge.

Source: EzineArticles
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