You can’t assume all aspects of a customer experience are important in driving your satisfaction score. For example, in the case of the restaurant, we would not give “Catering for special diets” the same importance as “Quality of food”. This is called Satisfaction Weighting. Weighting can be defined either by you or by asking your customers in your survey.
The survey example below shows how you can package your key customer experiences to measure satisfaction and relative importance in your survey. The survey is designed to enable customers to rate their satisfaction and then importance out of ten for each experience statement.
