Customer Satisfaction Study; Learn how to make a good survey
Do you know if your customers are satisfied with your products?
It’s normal that this is something that interests you. In fact, companies have been worried about it since the moment mammoths first trod the earth and cave paintings (more or less) were made. Knowing what our customers think about our business is a very effective way to improve the company and to get our users to stick with us longer and to encourage the entry of new customers through the wonderful “word of mouth”.
For this reason, different methods have been developed to achieve this. One of them is to conduct a customer satisfaction study. Do you know what it is? It’s all right, no one is born knowing everything (except for the people who talk on some TV shows) and you’re in the right place to find out a little bit more.
What is a customer satisfaction study?
A customer satisfaction study is a research carried out by a company – either internally or externally – aimed at analysing in depth the opinion of the users of a business regarding that business, and especially regarding the satisfaction obtained through the products and services offered by the company.
The complexity or extent of the study will depend on who conducts the study (there are specialised companies that are able to draw up genuine agreements for the companies that contract their services) and the type of techniques used.
Since we like to get to the point and show ideas in a simple, entertaining and easy way in this blog, in this article we are going to focus on one of the most common and easy methods of conducting a customer satisfaction survey, such as a customer satisfaction study.
How to conduct a customer satisfaction study?
In order to be able to carry out a customer satisfaction study, the first thing you will need to do is to decide whether you want to leave it in the hands of companies that are professionally involved or do it yourself.
Obviously, the professional option will be more expensive but also, usually, of higher quality. However, if you choose to do it yourself, here are some ideas to help you get started.
– Determine the purpose of the survey
Do you want to know if your latest advertising campaign has worked and your customers remember it with a smile on their face or a tear on their cheeks? Or maybe you want to know if the toothpaste you launched – with a flavour of Madrid stew – has worked.
Whatever the purpose of the survey, be sure you know what you want to find out from it. This will not only help you to achieve your goals better when it comes to making it, but will also determine the meaning of the questions and the audience you are targeting.
– Choose the right customers for your survey
Customers are like fingerprints: everyone is different. So before you start the survey, and even before you think about the questions you will include in the questionnaire, you need to ask yourself who will answer them – will it be aimed at customers in a particular age group or will it be more open to those who have purchased a particular product or to any customer of your brand? Define these questions before you go any further or you’ll find yourself with a clutter of unsegmented answers and a very poor idea about what to do with these.
– Determine the time to carry out the study
Did you plan to tie your customers up so that they wouldn’t leave your establishment until they had answered a short 200-question questionnaire? besides the fact that it’s illegal, that’s torture that no one deserves!
There are better and easier ways to do it. For example, you can take advantage of the time of purchase to make a short questionnaire. It’s about making the experience useful, but also about making it light – and even fun, if possible – for customers, so don’t get carried away and choose the right time.
– There are many ways to ask questions
You should know that there are many different ways to create the questionnaire for your survey.
You can give, for example, closed options, with yes/no answers.
Or you can ask your users to rate (from 1 to 10, for example) different specific aspects of your products or services.
Or you can ask for open-ended responses, in which you let your clients express themselves in their own words.
As we were saying, there are many ways to do this. Remember, though, that there are certain subjects – such as overly personal questions – that you shouldn’t go into, because they can be an invasion of privacy.
And now that you know some ideas on how to do a simple customer satisfaction study, through a survey, how about taking a few moments to get to know Integria IMS?
Integria IMS will not help you to carry out a customer satisfaction study, but it will help you to manage something as important for your company as customer service.
Because Integria IMS has, among other features, an issue management system (help desk software) based on tickets (ticketing) that can be very helpful for the management of customer service in companies and organisations.
Would you like to know more about what the Integria IMS helpdesk tool can do for you? Click here: https://integriaims.com/en/product/help-desk-software/
Or you can also send us any queries you may have about Integria IMS. You can easily do this by using the contact form at the following address: https://integriaims.com/en/company/contact/
And don’t forget to leave a comment at the bottom of this article, in the comments section, we want to hear from you. What did you think of this article about the importance of a customer satisfaction study? Now that you have the tools to carry out one, are you willing to do it?
If you have other ideas about a customer satisfaction study, let us know at the bottom of this article. By the way, have you checked out the other articles that we have published in this blog? We are sure that you will like them!
The team behind Integria IMS will be happy to help you!
Alberto is one of the translators of Integria IMS. He is also a singer-songwriter and he also can play the guitar and the piano.