A client satisfaction survey can help you find out, but it’s not something that you can rush. Get the survey right, and you will gain insights to help you expand your business; get it wrong, and you will, at best, be completely ignored or, at worst, annoy your clients and seriously damage the reputation of your brand and business.
The stakes are high, but the rewards can be great. With that mind, here are six simple steps for getting the most out of your client satisfaction survey.
1. Identify your objectives.
Before you start, it’s important to understand what you want to get out of your survey. In which areas are you specifically looking for feedback? What information is really going to help you compete in your marketplace? How will this help your business?
Having a clear set of objectives enables you to understand the questions you need to ask as opposed to what you’d like to know. It will also help avoid “death by data” when you start poring over the results.
2. Avoid leading questions…