3 Customer Satisfaction Survey Templates
Posted: Wed Dec 04, 2024 5:01 am
Characteristics of a good satisfaction questionnaire
Before we get to the templates, let’s look at what kinds of things a good customer satisfaction survey includes .
You can use this list to plan your own quizzes.
Brief and Concise
Have you ever opened a survey and instantly left? “ Holy cow! This is too long! ”
I do, clearly. I have better things to do in the next 15 minutes.
too long surveys
People don't have the time or motivation to fill out lengthy questionnaires unless it's worth it to them.
If you're looking for regular feedback from your customers, it's best to afghanistan telemarketing data keep your customer satisfaction survey short and sweet.
1-3 questions is enough.
Prompt
Part of what makes a survey easy to answer is choosing the right time .
If you're looking for feedback on first impressions, don't wait several days for the client to talk about it.
On the other hand, if you want to know how the first 2 weeks of using a new product are going, don't send the survey in advance and expect the customer to answer it later.
send survey at the right time
Accessible
Make sure the questions are understandable and do not have alternative interpretations.
Of course, you'll be surprised at how people interpret your questions, but keeping them simple will help you avoid completely irrelevant answers.
In case you have clients from different countries, it is advisable to have a survey in multiple languages.
It tells you something valuable
You may have different needs depending on the moment.
Sometimes you want to measure overall satisfaction, and other times you need insight into specific details in the customer journey.
That's why you should have different customer satisfaction surveys and send them at the right time.
Template 1#: NPS + Video Survey
The Net Promoter Score (NPS) is a useful metric for overall customer satisfaction.
An NPS survey is conducted by asking one question:
How likely would you be to recommend this service to a friend or colleague?
The customer chooses a response between 0-10 and, depending on the score, is labeled as a Detractor (0-6), Passive (7-8), or Promoter (9-10).
The NPS result is calculated by subtracting the percentage of Detractors from the percentage of Promoters, and results in a figure between -100 and +100.
You can tell at a glance if you have more satisfied customers than dissatisfied ones (if the result is greater than 0).
Easy, right?
If you want to get more specific insights into customer satisfaction across different touchpoints, you can add more questions to your survey.
If you want to gain insight into the true customer experience, closed-ended questions can be limiting. How can someone say what they feel if the questions aren’t pointed?
I recommend that you include a question that says: Why did you choose this rating? Allow your customers to say something in their own words.
However, most people hate writing comments to answer open questions. Me, for one.
So, offer your customers the opportunity to leave their comments in video format.
The best part: if loyal customers leave positive feedback, you can ask permission to u
Before we get to the templates, let’s look at what kinds of things a good customer satisfaction survey includes .
You can use this list to plan your own quizzes.
Brief and Concise
Have you ever opened a survey and instantly left? “ Holy cow! This is too long! ”
I do, clearly. I have better things to do in the next 15 minutes.
too long surveys
People don't have the time or motivation to fill out lengthy questionnaires unless it's worth it to them.
If you're looking for regular feedback from your customers, it's best to afghanistan telemarketing data keep your customer satisfaction survey short and sweet.
1-3 questions is enough.
Prompt
Part of what makes a survey easy to answer is choosing the right time .
If you're looking for feedback on first impressions, don't wait several days for the client to talk about it.
On the other hand, if you want to know how the first 2 weeks of using a new product are going, don't send the survey in advance and expect the customer to answer it later.
send survey at the right time
Accessible
Make sure the questions are understandable and do not have alternative interpretations.
Of course, you'll be surprised at how people interpret your questions, but keeping them simple will help you avoid completely irrelevant answers.
In case you have clients from different countries, it is advisable to have a survey in multiple languages.
It tells you something valuable
You may have different needs depending on the moment.
Sometimes you want to measure overall satisfaction, and other times you need insight into specific details in the customer journey.
That's why you should have different customer satisfaction surveys and send them at the right time.
Template 1#: NPS + Video Survey
The Net Promoter Score (NPS) is a useful metric for overall customer satisfaction.
An NPS survey is conducted by asking one question:
How likely would you be to recommend this service to a friend or colleague?
The customer chooses a response between 0-10 and, depending on the score, is labeled as a Detractor (0-6), Passive (7-8), or Promoter (9-10).
The NPS result is calculated by subtracting the percentage of Detractors from the percentage of Promoters, and results in a figure between -100 and +100.
You can tell at a glance if you have more satisfied customers than dissatisfied ones (if the result is greater than 0).
Easy, right?
If you want to get more specific insights into customer satisfaction across different touchpoints, you can add more questions to your survey.
If you want to gain insight into the true customer experience, closed-ended questions can be limiting. How can someone say what they feel if the questions aren’t pointed?
I recommend that you include a question that says: Why did you choose this rating? Allow your customers to say something in their own words.
However, most people hate writing comments to answer open questions. Me, for one.
So, offer your customers the opportunity to leave their comments in video format.
The best part: if loyal customers leave positive feedback, you can ask permission to u