How Important Is to Deliver a Customer Satisfaction Questionnaire?
Are You Aligned With Your Customer’s Wants and Needs?
Most organizations and companies in the 21st century have become customer-centred. As customers are the end-users of products and services their opinion is highly appreciated.
In order to gather information about their customers, companies can undertake several types of research. Customer satisfaction questionnaires are among the top tools to gather the proper data.
What Is a Customer Satisfaction Questionnaire?
A customer satisfaction survey uses a questionnaire as a standard and central document in every research. A questionnaire contains a list of questions and answers to them, which are structured and divided into topics. The last normally correlates with the survey purposes and tasks.
Without such a tool, it would be problematic to gather consumers’ feedback, besides this data can supplement data obtained from traditional sources, like microeconomic analysis or correlation analysis.
Regularly, stages of purpose formulation and survey planning precede the questionnaire elaboration stage. During this stage, the survey topics and the types of questions are selected, and the whole questionnaire as a complete document is developed. This survey stage is followed by the survey conduction stage, the data analysis, and the survey report creation.
A Questionnaire Within a Survey — How Many Different Types of Customer Surveys Are There?
General experience with The company
There are several types of customer surveys, within which data related to customers satisfaction, awareness, and experience is gathered. You may start with the general customer experience related to your company’s performance. Additionally, to traditional market data, you will collect feedback from your direct consumers.
Another type of consumer survey is related to the collection of data about customers’ experiences with your products or services. This type of feedback is essential nowadays, as customers are recognized as the central point of every business.
Customer Effort While Interacting with the Website and with the Product Itself
As information and communication technologies are developed rapidly and effectively, every successful business runs a website to sell products or simply to enhance its online presence. Modern analytical services analyze the website performance, though it is important to ask customers about their interaction with the website, and how it can be improved.
Your Company’s Competitive Position
The last survey type we will consider here is the survey related to a company’s competitive position. So to speak, along with your companies’ products and services your customers see the products of your competitors. They choose from the existing products, and you may wonder about your competitors and their products. In this case, choose the mentioned survey type.
Exploring Different Types of Questions (With Great Examples)
Next to the selection of the survey type, it is crucial to pick up the right questions for your survey. We will briefly explain the most popular and productive types of questions.
Nominal questions usually demand answers to simple questions like yes/no or agree/disagree. These questions are easy to answer, but also they can be very productive.
Ordinal questions demand to rank the items from the provided set. For example, you can measure your performance compared to the competitors.
Binary Scale Questions
Binary scale questions are quick, simple, and useful. They can make the survey more pleasant without compromising the quality of the survey.
Multiple-choice questions provide respondents with various answer options. This type of question is genuine to every survey, usually, it contains 4-6 possible answers.
Likert Scale Questions
Likert scale questions use a psychometric approach to measure customer beliefs. It usually has 5-7 answer options from strongly agree to strongly disagree.
Semantic Differential Questions
Semantic differential questions ask respondents to rate a company, or a product according to a set of semantic categories. Broadly speaking, it is the customization of Likert scale questions.