Things to remember when measuring satisfaction
- Keep surveys as short as possible for reliable data. No greater
than 2 mins to complete or less than 20 questions
- Make sure your survey sample represents all your customers
- Only survey the customer once they have used your service
- Never survey the customer twice in the same survey program
- Everyone involved in your business must be committed to your
satisfaction survey program
- You must include additional questions to understand why
customers are happy or unhappy with your service (more in
Satisfaction metrics)
- To understand how satisfaction is really impacting your
business, you also need to track loyalty (more in
Satisfaction metrics)
- Make sure your survey captures real customer comments, as these
are more revealing than a graph alone
- Your survey needs to be simple to understand for your customers and staff. Ysatisfy can help you build a programme
that's right for you
- Don't survey too often, as customers don't like it and your
business won't have time to act on your survey findings
- Listen to what your customers say: they are always right! Too
many customer satisfaction programmes fail, as businesses don't agree
with what customers are telling them
► How else
can a business gauge satisfaction
