customer satisfaction survey

10 Questions for Your Guest Evaluation

Survey Tips

Sending a survey after someone stays at your hotel or bed and breakfast is a fairly commonplace marketing tool.

If you aren’t currently sending a guest evaluation, or if you’d like to give your survey a refresh, this article includes 10 questions for your guest evaluation.

These are questions you can use to see where you are excelling, or perhaps where you can improve your business.

Your reputation depends on what people are saying about you, and if you don’t know how they really feel, you have nothing on which to base your improvements. (tweet this) This is why a guest evaluation survey is so important for the hospitality field.

With many of the questions below, you can choose to offer open-ended questions as well as rating questions or closed-ended questions where users can choose more than one answer.

Consider what you really want to know before deciding on the question type.

#1: Why Did You Choose to Stay at This Hotel?

By asking this question, you get a good idea of whether it was an online search, price, word of mouth, reviews, repeat customer or something else.

Provide choices for your customers and let them check as many as they’d like because it could be multiple reasons.

#2: Tell Us About the Front Desk Staff?

These employees provide the first impression for your guests, and they set the tone for the entire stay.

Let respondents rate the front desk staff. If the response was negative, provide another question so they can say why.

#3: How was the Check-In Process?

This question lends itself to an initial closed-ended question.

You might ask respondents how satisfied they were with the check-in process with choices like: very satisfied, satisfied, neutral, dissatisfied and very dissatisfied.

Yet, you could employ conditional logic to gather more information in the form of an open-ended question.

For example, if they answered satisfied or very satisfied, you would send them to a question asking them why.

If they answered on the opposite end, you certainly want to know what happened, so you’d ask for details.

#4: Was Your Room Clean Upon Arrival?

This is a simple question and usually, a yes or no answer is just fine.

But, again, you want to employ conditional logic if survey respondents answer with a no response.

Push further to find out what wasn’t up to par. This helps you better train your housekeeping staff to meet the needs of your guests.

With regard to clean rooms, it’s worth noting that this is one of the most important items to your hotel guests when it comes to choosing accommodations.

#5: How Did the Housekeeping Staff Do During Your Stay?

With this question, you would use a rating scale.

For example, your question might look like this:

The housekeeping staff did an excellent job cleaning my room.

o Strongly agree

o Agree

o Neutral/Not sure

o Disagree

o Strongly disagree

If they answer that they disagree, move them on to another question so you can learn about the problems they encountered.

#6: Did You Use Any of the Amenities? If so, which ones?

This is an important question because you really want to know if they used your business center, swimming pool, hot tub, exercise room, restaurant, etc.

So, the best way to do this question is to provide a list of all of your amenities so they can check the boxes of all that apply.

You could follow this question up with a “Why didn’t you use X amenity,” if you want to learn how important individual ones are to your hotel guests.

#7: Was Your Bed Comfortable?

This is another important item for your hotel guests. While it might not be what makes them make the initial reservation, you can bet that it is a determining factor when they decide the following:

  • Whether or not to return to your property.
  • What kind of online review they’ll write.
  • If they recommend you to others.

So, ask this question. Then, take a look at your results over a few months. If the answer is most often a no, then you want to work new beds into your next budget.

#8: Did You Enjoy Breakfast?

If you serve breakfast, this is an important question to ask because it’s vital to the overall impression your guests have of your property.

While this can be a yes or no question, you certainly want to follow it up with conditional logic.

The end goal is to find what they enjoyed about the breakfast. You might find no one likes oatmeal, so you can remove it from your offerings.

You also want to know what they like to ensure it stays on your menu.

#9: How was the Check-Out Process?

Just like the question you asked about the check-in process, you want to know about the check-out process.

This includes things like:

  • Was your bill accurate?
  • Did you check out online?
  • Did you go to the front desk to check out?
  • How was the front desk staff?
  • Were there enough luggage racks for you?
  • Did you find the parking adequate for ease of getting your bags to the car?

#10: How Likely Are You to Recommend Our Hotel to Others?

Finally, this is the ultimate question on your list. This is the meat of your guest evaluation.

Why? Because when all is said and done, you want to know if you succeeded in making your guest’s stay so wonderful that they will recommend you to others.

This question is what makes up your Net Promotor Score. It’s what lets you gauge the loyalty of your customer.

Did you go far enough to build a great relationship?

If the answer to this question is less than satisfactory, you have a problem on your hands and one that must be solved quickly.

Final Thoughts

The hospitality business is based on reputation, digital reviews and even word of mouth.

To make sure that your hotel or bed and breakfast is getting a five-star rating and reputation online, you want to know what your guests think. The best way to do this is through a guest evaluation survey.

The 10 questions included here will help you determine whether or not your property is making the grade. You will get insight on where you excel and where you can improve.

In the hospitality business, anything under a four-star rating will give your guests pause, so it pays to conduct a guest evaluation so you can make quick, positive corrections to ensure five stars show up for you each time.

Surveys help you make the best decisions for your business. Are you ready to get started with your free SurveyTown trial? Start with your free account today, and you can upgrade at any time.

Image:  Paul Bence and on Unsplash

What Is A Good Net Promoter Score?

Survey Tips

Your Net Promoter Score (NPS) measures the experience customers have with your business. It also predicts your company’s growth potential.

When measuring the customer experience using the NPS, you want to answer the question, “What is a good Net Promoter Score?”

In this article, we dissect that question and provide you with an answer. First, let’s look at how the score is calculated.

The NPS Calculation

  • Promoters (score 9-10) are loyal enthusiasts that you can expect to keep purchasing from you and referring others which fuels growth.
  • Passives (score 7-8) are satisfied, but they are not enthusiastic customers. They are vulnerable to your competition.
  • Detractors (score 0-6) are your unhappy customers who can damage your brand and hinder growth through their negative word-of-mouth.

You subtract the percentage of detractors from the percentage of promoters to get your Net Promoter Score. The top score you can get is 100, and that’s only if everyone is a promoter.

What’s a Good Score?

So, you want to know what your Net Promoter Score should be. While this is a simple enough question, the answer is, “It depends.”

It is widely accepted that a score below 0 means you have work to do, a score of 50 is excellent, and a score of 70 and above is top notch.

It’s also worth noting that any positive score means you have more promoters than detractors. (tweet this)

That being said, your score depends on your industry and the region of the country you live in. It also hinges on your customers – their age and income as well as other demographics. Your NPS is based on how long your customers have been associated with your business.

To really understand your score, compare it to the score of others in your industry. If you are consistently scoring higher than your competitors, you’re doing something right and are set for growth.

Use your research as a benchmark. This helps you gauge the success of the customer experience you provide your customers.

Final Thoughts

The bottom line is that your score should reflect your efforts at the overall customer experience.

If you’re working hard to improve your service and relationship with your customers, it stands to reason that your score will be positive.

If you find you have a negative score, then it’s time to create a customer service strategy.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Images: Timothy Muza

How To Use Surveys To Gauge Customer Loyalty

Survey Tips

Have you heard about the Net Promotor Score (NPS)?

In this article, we look at the NPS and how to use surveys to gauge customer loyalty.

Defining the NPS

This is a tool you can use to gauge the loyalty of your customer relationships. The score is based on the responses to one question: “How likely is it that you would recommend our company/product/service to a friend or colleague?”

The scores are created like this:

  • Promoters have a score of 9 to 10 (on a 0-10 scale) and are likely to buy more and recommend you to others.
  • Those with a score of 0 to 6 are called Detractors and aren’t considered value-creating customers.
  • People who respond with a 7 or 8 are called Passives, and they fall in the middle.

You calculate the net promoter score by subtracting the Detractors from the Promotors. (Passives count only towards your total of respondents which decreases the percentage of Detractors and Promotors.)

Using a Survey

A customer survey is a great way to measure customer loyalty and your NPS.

When you use a survey, you can quickly tell exactly how your customers view you.

You can then use your results to enhance your business and increase customer loyalty.

Follow these four steps when using surveys to gauge customer loyalty:

  1. Create a survey that asks customers how likely they’d be to recommend your company on a scale of 0-10.
  2. Analyze your data using the NPS scale mentioned above.
  3. Reach back out to the customers who expressed the most loyalty towards you. Continue to nurture them through your marketing channels to increase the likelihood they’ll be your brand advocates.
  4. Follow up with customers who are the least likely to recommend you (or not at all) to find out what you can do differently.

Final Thoughts

Are you currently using the NPS to determine your company’s rate of customer satisfaction? Have you thought about sending a survey to gauge customer loyalty?

Because your relationship with your customers is so important to your growth and retention rates, it’s a good idea to check in and see just what they’re thinking. (tweet this)

Customer loyalty is key to your business growth. Loyal customers shop with you again and again. They are your brand ambassadors.

Measure your company’s customer loyalty through a survey to learn how well you’re doing or where you can improve.  This is a key indicator of potential growth.

Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.


5 Customer Satisfaction Survey Best Practices

Survey Tips

Do you know what your customers think about your business, your products and services or your staff?

Have you ever asked them?

A customer satisfaction survey is a great way to find out how your customers perceive you and to gain feedback so you can improve your products and systems.

When you send a survey to your customers, you’ll gain valuable data that you can analyze and then turn into action. (tweet this) This in turn helps you increase your strengths, work on your weaknesses and grow your business.

In this article, we look at five customer satisfaction survey best practices to help you send accurate, relevant surveys to your customer base.

#1: Have One Objective

Are you already saying to yourself, “But, wait, I have so many questions to ask?” That may be. So, in that instance we’d suggest sending several surveys spaced apart during the year.

The best practice when it comes to surveys is sending one survey with one very well-crafted objective.

Sit down with your team and find out what feedback you really want.

  • Do you want to know how your customers perceive a specific product or service?
  • Are you after their perceptions of your customer service?
  • Maybe you’d like to find out what they think about a new product you have in mind.

The possibilities are endless, and you do want to make sure that the objective of your survey is something you’re actually willing to take action on.

For example, if you ask several questions about your customer service, be sure you’re willing to do what it takes to help your staff improve.

When designing your survey, narrow down your survey goal. Once you have your goal, you can compose your questions. Be sure you stick to only the questions that apply to your one survey objective.

By doing this, you keep your survey focused. You also end up with better response rates because you won’t frustrate your respondents by bouncing all over with your questions and topics.

#2: Be Succinct

Now that you’ve narrowed down your objective, it’s time to come up with the questions. Brain storm questions so you have a pool to choose from.

The best surveys are short with very specific questions.

A general rule of thumb and best practice is to keep your survey under 10 questions. Better yet, make sure your customers can complete the survey in less than five minutes.

According to one study, adults lose their focus after just eight seconds. That means you have less than 30 seconds to grab their attention, convince them to take your survey and keep them interested.

Bottom line – the shorter the survey, the better chance you’ll have for a high response rate.

#3: Don’t Double Up

Make sure that you only ask one question per question as well. Sometimes survey writers are tempted to ask two questions in one. This isn’t a good idea. Make it easy on your customers so they don’t have to think too much to answer your questions.

For example, let’s say you want to know about customer service, and you ask this question, “Did you like the service you received in the deli department and the checkout lane?”

You aren’t going to get an accurate answer for either of these because while they seem related, they aren’t.

Don’t fall into the trap of asking two things in one question. Break your questions apart so your customers are very clear what you’re asking.

In the above example, they may have had a terrible experience at the deli counter and a lovely one at your checkout lane.

When offering check-boxes, don’t forget to also give respondents the chance to answer your question by selecting other or not applicable. Then, give them a text box for their answer.

This also helps ensure you get relevant answers.

#4: Test Your Survey

As with all things marketing, it’s a best practice to test your survey. Send it to your employees, a few friends or trusted advisors.

Ask them if it makes sense. Find out how long it took each one to complete the survey. Visit with them to learn if the whole survey made sense, and if they found it interesting to complete.

If you get positive feedback, that’s great, and you’re ready to send. If not, go back and revise what you need to so you can get the most valuable, relevant data from your customer satisfaction survey.

#5: Take Action

It’s a common problem – businesses send out surveys, compile the information, analyze the results, and then it sits on someone’s desk for months.

If you want to show your customers that you care about their feedback, you must take action on your results and share it with your customers.

Tell your customers what you learned. Then, explain to them what you’re going to do as a result of their feedback.

When you follow up with your customers, you show them that you value them, their feedback and their time. You increase their loyalty with your company and show them their opinions do matter.

What’s more, they’ll be happy to complete any other surveys you send them because they’ll feel like they have a voice and a say in your company’s products and surveys. This in turn confirms their reason for doing business with you.

Final Thoughts

While it may seem hard to craft your survey, it can be even harder convincing your customers to complete your customer satisfaction survey.

Your customers are busy, and as you build your survey, there are a few things to remember for the best responses. Make sure the following is in place before you send your survey:

  • A reason for them to complete the survey should be clear. For example, they are current customers with a connection to your business.
  • They believe they’re making a difference by completing the survey.
  • The survey is incredibly easy to complete.
  • There is a reward at the end. Consider offering something like a drawing or extra loyalty points for their efforts.

Now that you have five customer satisfaction survey best practices, you’re ready to begin building your survey so you can make the best decisions about your business, increasing customer loyalty in the process.

Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Image: Clem Onojeghuo

When Size Matters – How Many Questions Should Your Survey Have?

Survey Tips

Size matters in a lot of things – tall mountains, big lattes, cars that seat eight, waterfalls and more.

But, have you ever wondered when size matters in a survey? Have you ever wondered, “How many questions should your survey have?”

In this article, we look at the answer to these questions and explain why size matters when it comes to the number of questions in your survey.

How Many Questions Are Enough?

Short surveys have a better response rate. Additionally, surveys that stick to one topic also have clearer, more accurate responses.

When it comes to the number of questions, you want to aim for a five-minute completion time. If you go any longer than that, you’ll lose your respondents’ interest.

To keep your survey right at or under five minutes, ask no more than 10 questions. In fact, we suggest you aim for around five.

Craft Your Questions

Now that you know to keep your survey questions under 10 and ideally around five, it can be hard to decide what to ask.

The best practice is to first outline your survey objectives. (tweet this) For example, if you want to know what your customers think about your newest product, don’t ask them a question about the service they had at their last visit.

Keeping to one objective helps you stay on task and ask just enough questions to meet your goal. This helps you ditch the irrelevant questions and stick to what you need to know.

By keeping your survey questions to the minimum amount possible, you also encourage more respondents to complete the survey and not abandon it.

Final Thoughts

Finally, here are a few more best practices:

  • Don’t ask anything you aren’t prepared to take action on shortly after the survey.
  • Don’t ask misleading questions. Be clear and to the point.
  • Stay away from biased questions.
  • Ask only one question per question. Sometimes surveyors will stick two questions in one, and this only confuses respondents.

If you have several objectives or topics you’d like to survey, it’s a good idea to create a survey for each of them. Spread your surveys out over time so you aren’t bombarding your customers.

Ready to get started with your free trial? Start with your free account today, and you can upgrade at any time.

Images: Wil Stewart




8 Excellent Ways To Track Customer Satisfaction

Survey Tips

We live in a super-charged world today. It’s one in which your customer will let you know immediately if they are unhappy with your product or service because they’ll share it on social media or write you a bad Google review.

But, what about all of your happy customers? Or, the customers who might benefit from your product, but aren’t sure how to use it?

In this article, we look at eight excellent ways to track customer satisfaction so you not only learn when customers are unhappy, but you learn what they like and how you can improve.

If you want to stay on top of the competition, you want to actively track customer satisfaction every day.

#1: Customer Feedback Surveys

Perhaps the easiest way of all to track customer satisfaction is through the online survey.

Create a succinct, three-five question survey to send to your customers. Don’t ask leading, loaded or biased questions and include an open-ended question or two as well.

Decide what results you’re looking for when crafting the survey. Only ask the questions that are actionable. In other words, don’t ask questions if you don’t intend to take an action on the answer.

Online customer feedback surveys work, and they’re a terrific way to track customer satisfaction.

#2: Email

Tracking customer satisfaction through email is a valuable way to monitor your customer satisfaction rates.

When sending email, be personal and to the point. Don’t ask too much and use open-ended questions to elicit a response.

Always follow up if the customer is unhappy.

One of the best times to solicit feedback is right after your customer signs up to join your email list.

You can then send an automated email asking a single question. Here are some ideas:

  • What are you struggling with (in regards to your products/services)?
  • What feature would you like us to add?
  • Why did you join our list?
  • How can we make your life easier?

You can use email to send out your online surveys as well.

#3: Usability Tests

Usability tests are terrific because you have a captive audience trying out your product or service. They are dedicated to giving your test their all, and they are willing to be serious about providing feedback.

Just imagine that you developed a new iPhone accessory, and you give it to 50 people to try for a month.

You ask them to record their observations every day for the whole 30 days. You ask them what they like, what they don’t like and what they don’t understand.

After the 30 days are up, your trial users can give you a wealth of information about your product.

By tracking customer satisfaction through usability tests, you’re better able to anticipate further satisfaction when you launch your product.

#4: Customer Conversation

Another excellent way to track customer satisfaction is with the direct interview – one-on-one and person-to-person.

Understanding your customers and their wants and needs is done easily when it’s done face-to-face.

When you conduct personal interviews in conjunction with your electronic customer surveys, you’ll end up with a wealth of information.

Focus on your customers’ attitudes towards your product or service. Be specific and ask open-ended questions. You aren’t after a yes or no answer here.

Ask your customers about their usage habits. For example, how often do they use your product/service, in what instance and for how long. Uncover if there are other products they use as well.

If you want to really understand your customer and dive deeper into the level of their customer satisfaction, interview them in person. (tweet this)

#5: Website Feedback Boxes

You can track customer satisfaction through feedback boxes on your website or with one question website surveys.

Grab your customers while you are top of mind. For example, if you want to know what they thought of your checkout process, put a feedback box on your shopping cart page.

Offering customers a quick chance to let you know how they feel is a great way to catch minor problems before they get broadcast all over social media.

#6: Social Media

Monitoring social media is an untapped arena for many businesses, but one you should be using.

Social media is a wide open world where you have the ability to create a huge impact on your customer base. This is where you do your heavy relationship building.

Social media is also where you’ll learn if people are happy or unhappy with your service.

In fact, the amount of customer feedback on social media is unprecedented. Never before have people been able to express their opinions so vocally.

Be sure to monitor your social media conversations and attend to comments immediately, especially if they’re negative.

To help you track your customer satisfaction on social media, you can use the following tools:

  • Google Alerts – set these, and for free Google notifies you when your brand has been mentioned online.
  • Mention – this tool also lets you know when your business gets mentioned online. It works much better for social media monitoring. (This tool is not free.)
  • Socialmention – this free tool analyzes your social mentions and shows your range of influence, your ratio of positive to negative mentions and much more.

#7: Website Analytics

Some businesses neglect their Google Analytics, which is unfortunate because it’s a treasure trove of information.

By checking your analytics, you can glean what part of your website gets the most traffic, when and how often. You can also get a good look at user behavior while visitors are on your website.

Using your analytics is a passive way to track customer satisfaction as it doesn’t directly involve their input, but it’s still a good way to gauge customer traffic on your website.

Through your analytics, you’ll find areas of your site that need improvement, and you can learn how to better guide website visitors through your sales funnel.

#8: Focus Groups

Finally, one last way to track customer satisfaction is through focus groups. These are an excellent and relaxed way to talk to your customers.

Getting a group of people together encourages interaction and discussion. They might even provide some ideas for moving forward.

To Conclude

Now that you have eight excellent ways to track customer satisfaction, it’s time to get to work. Once you’ve picked a couple strategies for learning more about your customers, put someone in charge and set the ball rolling.

When you’ve completed your customer satisfaction surveys, tally your data, and then take action.

Let your customers know what you learned and what you’re going to do about it. This lets them know you value not only their input, but their time.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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How To Manage Admin Roles For Company Surveys

Survey Tips

Did you know you can manage admin roles for your company surveys?

It’s quite similar to how you’d manage admin roles in WordPress, Google Analytics or another online program.

You can give different people in your organization special roles on certain surveys.

Why is this good?

By assigning different roles, you allow everyone to work together in your account, while keeping the overall management to yourself.

This helps in the information gathering and decision making processes. It also allows your team access to the pieces of your survey that pertain to them.

For example, your writers can add and edit questions, while your analysts can do the analysis while monitoring the results.

Or, if you are an agency, you can easily manage all of your accounts. This allows multi-user accounts the ability to collaborate together on their surveys.

Let’s look at how to manage admin roles in Survey Town.

Manage Admin Roles

  1. At the top of your account, click Settings.
  2. Then, click on Users.
  3. In the top right hand side, click on Create User.
  4. In the box, add your employee’s user name.
  5. Enter a password for them.
  6. If you want them to have permission for everything, you can click the box in the upper right hand side that says +Give All Permissions.
  7. If not, choose the permissions you want to allow. You have a wide choice with regarding to giving permissions.
  8. Under Surveys, you can choose to give permission for any of the following:
    • Create/Edit Surveys
    • Create/Edit Event Registrations
    • Start/Stop Surveys
    • Create/Edit Survey Templates
    • View Survey Reports
  9. Under Settings, you can choose to give permission for any of the following:
    • Edit General Settings
    • Edit Account Settings
    • Change Username/Password
    • Create/Edit Users
    • Create/Edit External Fields
  10. Under Tags, you can choose to give permission for any of the following:
    • Create/Edit Tags
    • Add/Remove Tags

In addition, you can choose whether or not to give someone permission to view all of your surveys and/or manage all of your surveys.

At any time, you can modify or change survey permissions for each individual user.

Survey Permissions

Let’s look at the permissions you might give members of your team pertaining specifically to your surveys.

Perhaps you’d like another team member to be able to manage an entire survey. If so, you’d give them permission for the entire Survey block.

Then, if you have another staff member who handles event registrations, perhaps you’d only give them access to this category.

You might give your designer the ability to create and edit your survey templates.

While giving your employees access to certain parts of your survey, you can ensure that everyone is part of the process, yet no one has complete access.

How Many Users?

Now that you know the roles available, you might be wondering how many users you can have in your Survey Town account.

With the Basic, Standard and Professional accounts, you can have one user. With the Enterprise account, you can have more than one user and multiple roles and permissions.

Why choose the Enterprise account? First, you can send an unlimited number of surveys with an unlimited number of questions. Second, you can collaborate on your surveys.

Finally, you also have access to integrations, report filters, API access and more.

The Take-Away

Sending surveys is good for your business. You can gain insight from your customers by asking the important questions that matter.

With Survey Town, you can choose from different question types to craft the perfect survey.

When it comes to developing your survey, it helps to have more than one person involved in its design and creation. (tweet this) This is where admin roles come into play.

By assigning different team members different roles for your company surveys, you enable group collaboration. This helps ensure you send out the best possible survey to your customers.

Often it takes a group of dedicated employees to design the perfect survey to get the results you need to improve your business or your products and services.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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The 3 Best Questions To Ask In A Customer Satisfaction Survey

Survey Tips

So, you’ve decided it’s time to collect some data. You want to know just how happy your customers are.

The best way to find out is with a customer satisfaction survey.

It helps you learn how satisfied your customers are while finding ways to improve your products or services. And, finally, it helps you identify people who love your products and might be your brand ambassadors.

But, where do you start?

It can be confusing trying to decide the best questions to ask. In this article, we’re going to help you.

Here are the three best questions to ask in a customer satisfaction survey.

#1: What is your biggest challenge in ___?

Depending on your business, you can fill in the blank at the end of this question.

Your goal is find out what the biggest problem your customers are facing as it pertains to your company, services or products.

When you find out what their challenges are, you can meet them head on and help them solve their unique issues.

Hopefully, once you start receiving responses, you’ll see some common threads so you can create actionable solutions.

Here are some example questions you might ask:

  • What is your biggest challenge in speaking to our customer service staff?
  • What is your biggest challenge in using our services?
  • What is your biggest challenge in using our products?

#2: What would you most like us to know about ___?

This is a great open question that lets your customers know you really care about their opinion. You’ll find that you gather some very useful information through this question.

It can be tricky to elicit the right answers from this question. So you will need to direct your customers a bit. You might limit the number of characters they can use in the text box or give them a few choices so you can narrow their answers.

You might find that the answers to this question allow you to tailor your business model to meet customer needs directly.

#3: How would you describe us to a friend?

Wouldn’t you like to know what terminology your customers use to describe your business, products and services?

With this open-ended question, you’re sure to gain a great deal of insight. You can use the answers to this question to position your company and fine-tune your marketing strategy.

This question also provides good verbiage for testimonials and reviews on your website. Please just make sure you have permission to use them.

Through this question, you can also pick up on any negativity and make plans to change it.

To Conclude:

We’ve covered the three best questions to ask in a customer satisfaction survey. So, those of you ready to start have a good base.

For those of you still on the fence about sending out a customer satisfaction survey, we’re going to leave you with a few reasons why you should think about sending a survey at least once a year.

You can find out if your customers have had any problems with your company and your products or services. Some of your customers won’t complain, so a survey is a great way for them to respond anonymously.

Customer satisfaction surveys can shed light on the performance of your staff. You’ll learn how they respond to your customers.

Surveys also help you understand your customers’ needs, want and desires. The overall goal of your survey is to help your customers have a better overall experience. (tweet this)

Finally, the last two important parts of conducting a customer satisfaction survey are compiling the data and actually doing something with it. Don’t let the data sit on a shelf. Act on it to improve your business and your customers’ happiness.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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