Customer Satisfaction Surveys

[Timja]

We are thinking of sending out a short questionnaire to some of our customers to try and get a view of what they thought of our products and service. Some have ordered online, some through the post. Our initial thoughts were to send something paper based with a reply paid envelope, then maybe set up an online survey.

The thought was to send the questionnaire out with their order so thought it may be easier for them to tick a few boxes on a postcard and reply rather than have to log on to a website to do it.

We would have an incentive for customers returning their questionnaire (e.g. prize draw for a digital camera or something).

Does anyone have any advice on the best options to have to get a useful response? e.g. 1-5, 1-10 or Very Satisfied-Very Unsatisfied.

Does anyone have any experience of whether postal or online is more likely to get a response?

Can anyone recommend any online systems for creating questionnaires and keeping track of responses?

Thanks,

Tim.

[blot]

Tim, there are stacks of online applications for building q's.


Recently used www.zoomerang.com, really easy to use. Guess you could construct a a draft q with it or similar one, email it out to a select few customers (with a call to explain what you are doing and maybe send to some mates to reply to and get feedback from them on the structure, ease etc, plus see how like this collates the quantitive and qualitative data. If proves good then invest in it!