Customer satisfaction surveys can help you get feedback on a new product or service, determine how your customers feel about your service level, or even gather testimonials. To set up an effective survey, follow this 12-step checklist:
Define your goals. Decide what you hope to accomplish with your survey.
Select a survey tool. There are many to choose from online, including the VerticalResponse survey creator.
Choose a template. Most survey tools offer templates that you can choose based on your type of business and your survey goals.
Make it uniquely your own. Use your company logo and colors to make the survey mirror your branding.
Include clear questions. The customer satisfaction survey questions you ask are key to this process. We’ll dive into this more later.
Review before sending. Be sure to proofread your survey before sending it to customers. Better yet, ask a colleague to proofread it for you. Mistakes or typos look unprofessional.
Make your survey email subject line enticing. You may even consider offering a reward for completed surveys with a subject line such as “Share your feedback for a chance to win a gift card.”
Write an effective email invitation. Surveys are generally sent via email, and the contents of that email are important. Try to keep it short and sweet and let the reader know how long the survey will take (shorter is typically better).
Include a call to action (CTA). This simple link or button directs readers to your online survey. They won’t take the survey if they can’t find it.
Decide who to send your survey to. Sometimes you may want a broad survey that includes all customers on your mailing list, and at other times you may want to be more specific, such as customers who have bought a product or service in the past 30 days.
Give your email a final review and send it. Ensure there are no grammatical errors in your email and that all the links work correctly.
Collect and review responses. This is where the valuable data begins to flow. We’ll take a deeper look at what to do with your results below.
Create a Customer Satisfaction Survey
If you want customers to take the time to complete your survey, you need to make rich people database sure it’s easy to use and looks excellent.
Make it Simple and Easy to Understand
If the language in your survey is difficult to comprehend or too lengthy, your customers will be less likely to participate in the survey. Asking questions that can be answered with a straightforward yes or no will make their experience much easier to navigate. To avoid leaving your customers guessing about the answers to their questions, make sure that your inquiries are always focused on a single subject at a time.
Keep it Brief
Your consumers’ opinions are priceless nuggets of information. The completion rate, however, can be slowed by an excessive number of questions. Participants in lengthy surveys may feel pressured to respond quickly without considering the questions. Seventy-four percent of respondents would rather take surveys with no more than five questions.
Consider filling out one of GatherUp’s customer satisfaction surveys; it’s much more likely to finish with only four questions. If you offer a combination of open-ended and yes/no questions, you may discover that only four questions are necessary to cover everything without overwhelming your clients.
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