Customer Satisfaction Surveys

As the economy changes and customer’s behavior is altered with the increasing use of the Internet, its more important than ever for companies to understand the reasons behind their customers’ actions. Online surveys are a great tool to garner customer feedback as well as testimonials to benchmark your company’s performance.

Customer retention is critical to your business’s success. Consider these statistics:

•  Acquiring new customers can cost five times more than satisfying and retaining current customers
• A 2% increase in customer retention has the same effect on profits as cutting costs by 10%
• The average company loses 10% of its customers each year
• A 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry
• The customer profitability rate tends to increase over the life of a retained customer (Murphy, 2002)
  

Considerations while developing a Customer Satisfaction Survey:

•  Determine the goal of the survey. This will help you stay focused while writing questions and set expectations internally regarding the results you plan to get.
  
• Ease of responses. Make sure that you are not asking your customers to jump through hoops for you, the chances of you getting more complete responses is higher if you make it easy for people to take.
  
• Consider the response type. A combination of multiple choice, matrix, Likert scale and open-ended questions will get you valuable information and not bog down your customer with too much typing. Consider allowing ‘Comments’ sections on multiple-choice questions so customers that would like to share more have the opportunity to do so.
  
• Thank your customers for their time and effort. You should thank them by listening, really listening to what they tell you and acting on it and by giving them a gift or coupon to use towards your business. You can determine what is appropriate for your industry. SelectSurvey.NET survey software with the ActiveLogic Add-on allows you to present unique completion messages that are relevant to your customers.
  

Template packet's will be available soon and can be downloaded from the customer account area, to get you started even faster. Here are examples of the Customer Satisfaction Survey Templates that are available:

Airline Service Evaluation/ Survey

Automobile Purchase Evaluation/ Survey

Customer Satisfaction – Product or Service Evaluation/ Survey

Customer Satisfaction - Customer Service Evaluation/ Survey

Customer Satisfaction - Customer Sales Person Evaluation/ Survey

Customer Satisfaction- With Company Evaluation/ Survey

Customer Satisfaction - Retail Store

Customer Satisfaction- Restaurant Evaluation/ Survey

Customer Satisfaction - Help Desk/ Tech Support Evaluation/ Survey

Customer Satisfaction- Motivation and Buying Experience Evaluation/ Survey

Customer Satisfaction- Product Use Evaluation/ Survey

Customer Satisfaction – Value Propositions Evaluation/ Survey