Measuring customer satisfaction gives you insight into the extent to which you meet the expectations of your customers. This is of great importance for organizations that want to work in a customer-oriented way. <\/p>\n
Creating an effective questionnaire is just not easy. There are so many things you need to take into account. And often you have to do it in addition to your other activities. <\/p>\n
We are happy to help you make your customer satisfaction survey a success. In this blog you can read what a good customer satisfaction survey looks like, which is pleasant for your customer to complete and which is useful to you. And we also give you a few tips to make your research a success. Because what good is a questionnaire if no one fills it in? <\/p>\n
To get straight to the point, an effective questionnaire is very short and looks like this:<\/p>\n
Customer satisfaction survey questions<\/strong> You\u2019re probably thinking: \u2018Is this all, just three questions? Will this give me the insights I need?\u2019 Yes, of course! But this needs some explanation. <\/p>\n The first question is a closed question and can be either relational or transactional.<\/p>\n Relational and transactional research, what\u2019s the difference?<\/strong> You can use a scale of 1 to 5 for this question, which is often used in the United Kingdom, for example. But in the Netherlands, a scale of 1 to 10 is often used. The KPI that goes with this is CSAT, a KPI that excels in simplicity. Read more about this Customer Satisfaction Score here. <\/p>\n Question two asks for an explanation of the first question, which is an ‘open answer’. This information is very valuable and says so much more than the score in question 1. By sharing this answer with employees and other layers in the organization, they gain deep insight into the customer’s story and emotion. <\/p>\n This question is obviously not literally ‘Why are you (un)satisfied?’, but provides an answer to the score the respondent gives to the first question. For example: if the respondent answers question 1 with a 10, you want to thank them for question 2 and ask: ‘How nice that you give us a 10! Why are you so happy?’ <\/p>\n The third question is the Root Cause question. The Root Cause categorizes the customer’s story and is a valued method for mapping drivers. The categories make it possible to get to the heart of the customer experience. A driver that is often chosen is of great importance for customer satisfaction. If it scores high, things are going well; if the score is (too) low, there is room for improvement. This way, you can see at a glance what is going well and where improvement is needed to work in a more customer-oriented way. <\/p>\n With the three questions above, you collect all the insights you need to increase customer satisfaction. If desired, you can add a few more statements for more insights. <\/p>\n You now know which questions a good customer satisfaction survey contains. Now let’s look at a few tips to make your research a success. Besides the fact that it is important for your questionnaire to be short, there are a number of other conditions it must meet to be successful. <\/p>\n Three simple tips:<\/strong><\/em><\/p>\n Address the customer by name and refer to the transaction. Let’s explain this tip with an example. Suppose you bought a used car from a brand dealer. Great that you’re getting started with it. After a week \u2013 ping \u2013 an email asking if you want to indicate whether you are satisfied with the service. Naturally, because you were helped well and are very happy with your car. You open the email and to your surprise it starts with: ‘Dear customer’. And the questionnaire is also general; it seems like it’s not meant for you. <\/p>\n Immerse yourself in the customer and align as much as possible with his or her experience. Make sure you make it personal, not just with a personal greeting, but also refer to the transaction and the place where it took place. The more personal, the greater the chance of a high response to your customer satisfaction survey. <\/p>\n In addition, make sure you personalize the invitation email (this can of course also be an SMS or other means) and the questionnaire to your company’s identity. Use your own house style so that it is recognizable and respondents know the survey comes from you. After all, customer feedback is also a step in the customer journey. <\/p>\n Back to your new car. You decide to fill in the customer satisfaction survey; after all, you are very happy with your car. You click on the link and the first question you see is ‘At which location did you buy the car?’ Huh? <\/p>\n Don’t do that! Nor whether the respondent is a man or a woman, and what he or she bought. You should have this data in your CRM or ERP system. Link this, preferably automatically, to the results of your research. This makes your research so much more effective and you can also use this data in reporting. <\/p>\n One last tip: do not use process terms, but translate them into terms the customer understands. When drafting the questionnaire, you are dealing with two target groups, namely the person filling in the questionnaire and the person receiving the answers. The latter are used to processing terms, but they mean nothing to the customer. It is important to realize that you have to build a bridge between ‘how the customer thinks’ and ‘internal processing’. <\/p>\n One last tip: do not use process terms, but translate them into terms the customer understands. When drafting the questionnaire, you are dealing with two target groups, namely the person filling in the questionnaire and the person receiving the answers. The latter are used to processing terms, but they mean nothing to the customer. It is important to realize that you have to build a bridge between ‘how the customer thinks’ and ‘internal processing’. <\/p>\n If you really want to be customer-oriented, it is not only important that you know to what extent your customers are satisfied and why. It’s about what you do with the collected insights and how you use them to improve your customer satisfaction. <\/p>\n Therefore, pay attention to the following:<\/strong><\/p>\n In the CYS software, you will find a complete questionnaire to measure customer satisfaction, which you can fully adapt to your own organization or situation. You can add questions or statements and, if that is valuable for your organization, you can add multiple languages or import your own language. In addition, you can adapt the questionnaire to your own house style for recognizability. <\/p>\n In addition, you can choose from various ways to conduct your research, for example a personal email invitation or a link to place on your website or social media. Or download a QR code, which you can use in printed matter in your store or at a trade fair, for example. <\/p>\n Your customer satisfaction questionnaire is ready, so you can start collecting feedback! And then? Want to know how to analyze the insights and improve customer satisfaction based on them? You can read all about it in the customer satisfaction survey white paper. <\/p>\n","protected":false},"excerpt":{"rendered":" Measuring customer satisfaction is crucial for customer-oriented organizations. Drafting an effective customer satisfaction survey can be a challenge, but simplicity is key. An ideal survey consists of just three questions: assessing satisfaction, understanding the reasons for satisfaction or dissatisfaction, and identifying the root cause of the experience. In addition, personalization, avoiding unnecessary questions, and using customer-friendly language are essential. Collecting insights from these surveys and taking action to increase customer satisfaction is crucial for customer-oriented success. <\/p>\n","protected":false},"author":4,"featured_media":0,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"wds_primary_category":0},"categories":[],"class_list":["post-5994","article","type-article","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article\/5994","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article"}],"about":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/types\/article"}],"author":[{"embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/users\/4"}],"wp:attachment":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/media?parent=5994"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/categories?post=5994"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\nQuestion 1: How satisfied are you?
\nQuestion 2: Why are you (un)satisfied?
\nQuestion 3: What has been decisive for your experience?<\/em><\/p>\nQuestion 1: How satisfied are you?<\/h2>\n
\nRelational focuses on \u2018the relationship\u2019 and is about general satisfaction. Is the customer satisfied with you as a company, with the relationship he has with you? Transactional, on the other hand, is about a concrete transaction, for example the purchase of a product or a moment of contact. You ask whether the customer is satisfied with a specific action. <\/em><\/p>\nQuestion 2: Why are you (un)satisfied?<\/h2>\n
Question 3: What has been decisive for your experience?<\/h2>\n
What requirements must a customer satisfaction survey meet<\/h2>\n
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Tip 1: Make it personal<\/h2>\n
Tip 2: Do not ask unnecessary questions<\/h2>\n
Tip 3: Use terms that the customer understands<\/h2>\n
Improve customer satisfaction<\/h2>\n
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Get started right away<\/h2>\n
Want to know more?<\/h2>\n