Customer Questionnaire
When you have a business that provides products and services to the consumers, you would most probably want to know what your customers think about your products and/or services. Aside from that, you can also measure the effectiveness of the strategies you have implemented, gauge the customers’ satisfaction with your product and/or services and to measure the gain and loss you have made so far. You may also see what is a questionnaire?
In order to continue improving your business brand, you need to know the overall experience your customers go through with your company. With the help of customer surveys you can definitely pinpoint the strengths and weaknesses your business have. And as mentioned before, it can truly help you improve your marketing strategies, sales strategies, branding and basically the overall package of your business so that you can more satisfied customers that will eventually be your loyal consumers.
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Types of Customer Surveys
There can be various customer surveys you can conduct in order to figure out what your customers like and dislike about your company, and to help measure the customer experience. Present here are the most common types of customer survey:
1. Relationship/Branding
This survey measures the attitude you customers have towards your brand. In order to fully understand your customers’ attitude towards your brand, ask questions more than if they like your products and services. This is important because the advertising and marketing efforts and expenses you have allotted for your product and/or services directly affect the attitude of the customers thus resulting to the actions they make. You may also see questionnaire examples in pdf.
You can ask open-ended and close-ended questions to dig deeper the surface likability of your product and/or services. Go in depth into product familiarly, affinity, and satisfaction. In addition to that, you can understand how branding has affected their future intent, will they purchase your products and/or services, will they recommend your brand?
2. Segmentation
This survey will help you understand who your customers are and who can be your prospect customers. Through this type of survey, you can identify and define several groups with the help of key variables that describe who they are, what they think, what they’ve done, and are likely to do.
You can ask a mix of demographic questions (gender, age, geography) and psycho-graphic (attitudes and beliefs) questions in your survey so that you can easily separate them into groups. After that, you can cross-tab by intentions and sentiments to look for natural groups and clusters. Through this you can effectively group your customers by different aspects that can help you find prospect customers that has the same interests, attitudes, beliefs, etc. in the same common demographic. You may also like what is a survey questionnaire?
3. Customer Loyalty
In order to know if a customer is willing to repurchase or revisit you business and if they are willing to recommend your product and/or services to other prospect customers, you can conduct a customer loyalty. To do this you can ask at least one open-ended question intended to let the customer briefly explain why they rated it the way they did. You may also check out research questionnaire examples & samples.
4. Perceptions of Usability
This survey pertains to how the customers use our products and/or services. Is your product used in doing realistic tasks? You can measure and get an idea abut the strengths and weaknesses of what you offer though a usability survey.
You can use standardized measures in order to find out what the experience for your customers was like. You can also include open-ended questions and a few detailed questions about the features and ask what problems did they encounter with your product and/or services. You might be interested in student questionnaire examples.
5. Customer Satisfaction
Customer satisfaction means how well a product or service experience meets customer expectations. in this survey, you should measure the general and specific levels using both open and closed-ended questions with rating scales. This will tell you how well your product and/or services are doing their supposed function thus satisfying the customers and making the purchase worth it. You may also see assessment questionnaire examples.
6. Feature or Task Prioritization
This survey will help you find out what products and/or services should your company prioritize with the little time and budget that you have. This will help you find out the systematically practical and necessary action to take especially when it comes to produce, market and sell. This survey helps set the prioritize of your company by picking out the vital features and/or tasks of each suggested product and/or services. You may also like how to prepare a questionnaire.
7. True Intent
A true intent study will help you find out who the users on your website are and what they’re trying to do while on your site. This is cost-effective and easiest way for you to understand the true intentions you users have with your website. This type of survey is usually short and is done by intercepting users while on the website. You may also check out survey questionnaire examples.
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How to Create Effective Customer Surveys
In order to an effective customer survey that can help you find out the necessary information to help improve the products and/or services of your company you need to keep the following things in mind:
1. Define you goals
Before you even start making your customer survey you should have set the goals and objectives your company is trying to achieve with the survey. Your goals and objectives will serve as a guide in how you should make your survey, it an help you tailor the survey questions so that you can effective have the information need to accomplish your goals and objectives.
2. Select a survey tool
After setting your goals, you have to choose the survey tool to use to conduct your customer survey. This is an important step since it can be the determining factor on whether you can gather enough responses to make your survey effective and serve its purpose. For example, when conducting an online survey, you can use free online survey tools to send din to your customers whether as website pop-up or through email.
3. Select the proper template
Select the template that you think is ore logical and comprehensive. Remember that you customers may not have a lot of time to answer your survey, and your template will you arrange and organize the entire content of your survey so that the respondents can easily read he questions and select the answers. You may also see evaluation questionnaire examples & samples.
4. Add your own branding
Make sure that your survey is consistent with your brand. You can include your company logo in your survey, use the color that best suits you brand or your company color so that customers can easily identify and associate the survey with your brand. You may also like product questionnaire examples & samples
5. Write questions clearly
Formulate your questions clearly. Your questions must be direct and not vague. Eliminate vagueness of the questions so that your respondent can also answer it clearly; there is no room for confusion. Here are some tips to help you write effective and clear questions:
- Revisit you goals
- Ask about one thing at a time.
- Don’t try to sway your respondents.
- Be direct and specific.
- Ask between 5-10 questions.
- Select the most effective question type.
- Provide for all possible answers.
You may also check out what is the importance of a questionnaire?
6. Review it
Before you send in or distribute your survey, make sure you have had the time to thoroughly review it. Make sure you have proofread it and edited the errors and issues you have seen. You can also conduct a trail test within the company to make sure that the survey is serving its intended goals.
7. Create an appealing subject line
If sending your survey through email, your subject line must immediately tell the respondents that you want their help with the survey. Make sure you mention clearly that the survey is short and will only take them a couple of minutes so that they won’t think of it as a burden. You can also mention that there will be incentives once the respondent is done answering the survey. You might be interested in questionnaire templates & examples.
8. Write an encouraging invitation
Be it through email or snail mail, you should write an encouraging invitation to your respondent to answer the survey. The invitation serves as on offer for them to answer the survey. You can briefly state what purpose will the survey serve and how long it will take for them to complete the survey. You may also see feedback questionnaire examples & samples.
9. Create a call to action
In an email survey, you call to action must be stated clearly. For example, you can mention that by clicking the colored link, it will immediately lead to the survey or make a button for the survey. The respondent must not find it hard where o go just to answer your survey.
10. Segment your list
Your list will help you determine who should answer your survey. Depending on your purpose, it can be customers who purchased a certain product or those who availed a specific service. In order to get the most relevant responses segmenting your list is a good option. You may also like income questionnaire examples & samples.
A customer survey is good way to find out what your customer think about your products and/or services, help measure effectivity of sales and marketing strategies, find out other way to improve, etc. It is a great way to help your company continue to thrive and to help you choose what to prioritize. We hope this guide was of good use to your customer survey needs.
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