Writing your customer satisfaction questionnaire: best practices and mistakes to avoid
Posted: Sat Dec 21, 2024 4:17 am
In 2024, it is fortunately no longer necessary to demonstrate that evaluating customer satisfaction is crucial for any company wishing to improve its offering in order to retain or recruit customers .
Collecting customer feedback therefore involves a well-designed satisfaction questionnaire, i.e. one that is capable of providing valuable insights that will guide the decisions to be made.
However, writing such a questionnaire requires a thoughtful and meticulous approach if you want to obtain reliable data: indeed, it is not enough to ask a few random questions for it to “do the job”, on the contrary, it is necessary to structure them in such a way as to obtain useful and truly usable answers.
This article explores the essential rules for writing an effective satisfaction questionnaire , while illustrating each point with concrete examples: it is as much about avoiding the most common pitfalls as it is about maximizing the quality of the information collected. These few tips will help you design a powerful tool to capture the voice of your customers.
Let’s start with the 7 best practices:
Best practice 1, set clear goals
Before you begin, clearly define what you want to america cell phone number list learn from the questionnaire. This will help you to focus your questions and ensure that they are relevant.
It is therefore important not to rush into writing your questions “off the cuff”, but rather to first think about the topics to be covered and the information that interests you.
For example :
If you are a restaurateur, you might want to assess satisfaction with the quality of your food, your new menu, the efficiency of the dining room service, the atmosphere of the restaurant, etc.
Good practice 2, write short and precise questions
To avoid any ambiguity in understanding your questions, formulate them in a direct and concise manner, using simple vocabulary. Technical jargon should be avoided.
For example :
Instead of asking "Based on your experience with us when you came last time, how would you rate your overall experience?" , prefer "How would you rate the speed of the service in the dining room by our teams?" which is more targeted and straight to the point.
Collecting customer feedback therefore involves a well-designed satisfaction questionnaire, i.e. one that is capable of providing valuable insights that will guide the decisions to be made.
However, writing such a questionnaire requires a thoughtful and meticulous approach if you want to obtain reliable data: indeed, it is not enough to ask a few random questions for it to “do the job”, on the contrary, it is necessary to structure them in such a way as to obtain useful and truly usable answers.
This article explores the essential rules for writing an effective satisfaction questionnaire , while illustrating each point with concrete examples: it is as much about avoiding the most common pitfalls as it is about maximizing the quality of the information collected. These few tips will help you design a powerful tool to capture the voice of your customers.
Let’s start with the 7 best practices:
Best practice 1, set clear goals
Before you begin, clearly define what you want to america cell phone number list learn from the questionnaire. This will help you to focus your questions and ensure that they are relevant.
It is therefore important not to rush into writing your questions “off the cuff”, but rather to first think about the topics to be covered and the information that interests you.
For example :
If you are a restaurateur, you might want to assess satisfaction with the quality of your food, your new menu, the efficiency of the dining room service, the atmosphere of the restaurant, etc.
Good practice 2, write short and precise questions
To avoid any ambiguity in understanding your questions, formulate them in a direct and concise manner, using simple vocabulary. Technical jargon should be avoided.
For example :
Instead of asking "Based on your experience with us when you came last time, how would you rate your overall experience?" , prefer "How would you rate the speed of the service in the dining room by our teams?" which is more targeted and straight to the point.