Some useful examples for your business;
Seeing a customer leave your shop with a smile on their face, there is nothing more satisfying for a merchant! But, what guarantees you that he will keep it once at home?
Not all customers openly complain when they are unhappy. There will be some who will say it to your face, others who will leave reviews on social media, Google My Business or other online review sites. Some who will say absolutely nothing to you but will not hesitate to express their dissatisfaction with those close to them (those potential customers that you are trying to attract to you).
This is why it is more than essential to carry out a satisfaction survey with your customers. But how do you carry out effective and beneficial satisfaction surveys for your business?
Discover in this article for some useful examples for your business;
Examples of questions to ask
By establishing a satisfaction survey, you will be able to probe the needs and expectations of your customers as accurately as possible. In this way, you will be able to offer them the offer that is most suitable for them, which will strengthen and consolidate the relationship you have with your customers.
Determine the objectives of the survey
The main purpose of the survey is to gauge your customers’ satisfaction with your products and/or services. But above all, it can allow you to identify areas for improvement directly with your target! You will be able to adapt your offer to the needs of your customers, build their loyalty and improve their overall satisfaction.
So set your objectives upstream in order to prepare relevant questions whose answers will be useful to improve the customer experience and contribute to your development.
The 3 essentials
When you conduct a satisfaction survey, it is important to include these 3 types of questions in order to respond as closely as possible to the expectations and problems of your customers:
- Socio-demographic questions : to better know your clientele and segment your target.
- You are ? (a man, a woman)
- What age group do you belong to?
- What sector are you in?
- Questions about your products / services : to obtain feedback, improve your products and services and thus boost your customer loyalty.
- What do you like most about our product/service?
- How often do you use our product/service?
- What feature(s) could we add to improve it?
- Rating-type questions : to quickly and accurately identify the satisfaction rate of your customers, and respond accordingly to their real needs:
- How did you know us ?
- On a scale of 0 to 10, how likely are you to recommend our company to those around you?
- How would you rate your satisfaction with the delivery of your order?
When to conduct a satisfaction survey?
It is by accompanying your prospect in his purchasing journey that you will succeed in transforming him into a customer, but that is not all. His customer journey continues long after because you need to know his feelings after his purchase: is he satisfied? Was it well advised? All this you will only know after having conducted your satisfaction survey.
After a purchase (online or in store)
Online or physically in store, your customer has just concluded his sale, Congratulations,
This is the time for you to ask him about his experience within your establishment or on your online store. Use satisfaction indicators such as Customer Satisfaction , Net Promoter Score or Customer Effort Score.
Do not hesitate to send him the questionnaire by email, SMS, or even to register it in the form of a QR code on his invoice.
After an intervention/service request
For various and varied reasons, your customer calls on your after-sales service (SAV). The wait can sometimes be long, the exchanges complicated, frustrating and the result can sometimes be synonymous with failure.
It is at this moment that the customer’s satisfaction with the after-sales service must be measured. Measuring your performance will lead to the implementation of actions and thus improve the quality of your customer service as a whole. Choosing to regularly send a satisfaction survey to your customers after an intervention or after-sales service request will only improve the performance of your establishment.
5 tools to create a satisfaction survey
To save time, it will be easier for you to use an online tool to complete your customer satisfaction survey . There are a good number of them and you can exploit them at a lower cost. Here is a selection of some interesting tools:
- HubSpot
We no longer present it to you, HubSpot is the all-in-one tool that can also be very practical for creating and conducting customer satisfaction surveys .
- Google Forms
Super easy to use, Google Form allows you to create satisfaction surveys in just a few clicks! Connected to your Gmail account, you can easily find it in your Drive.
- Survey Monkey
The world ‘s first online survey platform . It provides fairly easy-to-use online survey technology, complete with question bank and survey templates, ideal for any business.
- Drag’s Survey
The most used French software to create satisfaction questionnaires. A fun tool that offers a fairly complete free version with an unlimited number of questionnaires.
- EvalandGo
A rich and complete solution that allows you not only to create personalized questionnaires and surveys (useful if you have an after-sales service (SAV) for example), but also quizzes.
The free version can be a good tool if you want to distribute a short and very targeted questionnaire (less than 150 people). Otherwise, the paid version is still possible.
Choose your method for collecting information:
After conducting your satisfaction survey, the customer feedback that you will collect via satisfaction indicators will be valuable and useful elements for measuring and improving the quality of the customer journey.
Collect information online
After an online sale, you can also allow yourself to send a satisfaction questionnaire via a personalized email or a Call to Action . Go straight to the point and don’t hesitate to use the CSAT, NPS or CES to gather the relevant information you need.
This strategy is particularly widespread in businesses. It allows you to collect feedback from customers on the spot and assess their level of satisfaction in order to focus all your attention on a single objective .
Collect info offline
For fans of physical contact, you can also collect reviews offline. By telephone with the loyalty service or in person, for example. Often in restaurants, you are asked at the end of your meal if you had a good time. This question simply allows the restaurant to improve its internet service and thus guarantee a better customer experience.
But be careful because this method has its limits. It is very useful for improving the service internally, within a restaurant, but does not bring more added value than that to customers who would seek information and have an opinion on this restaurant.
Bonus: 2 tools to collect online reviews
In addition to satisfaction surveys, there are also these so-called “open” online opinion collection platforms. Very easy to access, everyone can leave their opinion on your company.
Beware, however, of negative comments from dissatisfied customers, who are keen enough to express their bad experience.
- Google My Business
The essential Google My Business is the local SEO tool for collecting customer reviews.
Thanks to the ratings and comments put forward by Internet users, establishments validated on Google My Business are more likely to be considered “reliable”.
Invite your customers to leave their opinion on your Google My Business page will only gain visibility and local SEO on Google.
Often neglected, Facebook reviews can also be a conversion aid and a guarantee of credibility for your business. It should not be forgotten, Facebook is certainly a social network among others, but today it is one of the largest in the world.
If you don’t have a Google My Business account, Facebook will be a great help for you to collect online reviews from your customers and improve your e-reputation .
Conclusion
Setting up a satisfaction survey with your customers is certainly not an easy task, but it is one of the solutions of choice to allow you to boost your business.
Having several positive reviews is an important element to boost your business. Once you have collected several, do not hesitate to display them on your site in order to improve the e-reputation of your business and encourage new visitors to take advantage of your offers.
At Digital Marketing Lahore, our specialists will contact you and discuss options for further work.
