Help creating a customer satisfaction survey ?
Discussion
Anyone care to help and take a read over this ? What can I add or remove that will help achieve valued info ? Idea behind this is a) to help get honest feedback, and b) to encourage staff to perform better
We are small construction company operating in peoples homes a lot, and complete everything from bathrooms to electrical...
Ignore spelling just roughed this up quickly, but cant help feel I'm missing some bits I should have in there.
"Genuine, honest feedback is invaluable to us. It helps us grow and improve as a business. Whether good or bad, we would massively appreciate your feedback on your overall experience with xxxxx
On returning this to us you automatically enter our competition to win £500, The winner is announced at the end of each year. You can return this to us by post, email, picture message or handing it to a member of staff.
On a scale of 1-10, 10 being the best, how would you rate the following areas. Feel free to add a small comment next to each score should you wish or simply answer yes or no as required.
Initial contact, presentation and professionalism -
Company representatives knowledge and helpfulness -
Correspondence in terms of quotes, emails and other information -
Communication before job start -
Staff presentation and dress code -
Staff manners, helpfulness and respect -
Preparation of property before works commence -
Explanation and presentation of completed job -
Overall quality of work completed - Overall speed of work - Overall cleanliness of work -
Punctuality during project -
After sales admin in terms of receipt and documentation -
After sales communication in terms of explanations and any rectification -
Value for money -
Project management -
Were our terms and conditions clear, concise and fair ?
Waste removal -
How would you rate each of our trades/services ? Electricians - Plasterers - Joiners - Plumbers - Tilers -
Was there a particular member of staff you found to excel ?
Would you have any suggestions on how xxx can improve our service ?
Please take the time to write a small review should you wish
We are small construction company operating in peoples homes a lot, and complete everything from bathrooms to electrical...
Ignore spelling just roughed this up quickly, but cant help feel I'm missing some bits I should have in there.
"Genuine, honest feedback is invaluable to us. It helps us grow and improve as a business. Whether good or bad, we would massively appreciate your feedback on your overall experience with xxxxx
On returning this to us you automatically enter our competition to win £500, The winner is announced at the end of each year. You can return this to us by post, email, picture message or handing it to a member of staff.
On a scale of 1-10, 10 being the best, how would you rate the following areas. Feel free to add a small comment next to each score should you wish or simply answer yes or no as required.
Initial contact, presentation and professionalism -
Company representatives knowledge and helpfulness -
Correspondence in terms of quotes, emails and other information -
Communication before job start -
Staff presentation and dress code -
Staff manners, helpfulness and respect -
Preparation of property before works commence -
Explanation and presentation of completed job -
Overall quality of work completed - Overall speed of work - Overall cleanliness of work -
Punctuality during project -
After sales admin in terms of receipt and documentation -
After sales communication in terms of explanations and any rectification -
Value for money -
Project management -
Were our terms and conditions clear, concise and fair ?
Waste removal -
How would you rate each of our trades/services ? Electricians - Plasterers - Joiners - Plumbers - Tilers -
Was there a particular member of staff you found to excel ?
Would you have any suggestions on how xxx can improve our service ?
Please take the time to write a small review should you wish
Edited by Jamster123 on Tuesday 29th December 17:18
Gut reaction is too many questions.
We used to do this at work and customers fed back that the reason they didn't feed back was that it took too long to fill in the forms because there were too many questions.
We're still looking at what we do but it will likely be something like 3-5 questions and a "any comments" box with a simple "very happy" to "very unhappy" scale you tick.
We used to do this at work and customers fed back that the reason they didn't feed back was that it took too long to fill in the forms because there were too many questions.
We're still looking at what we do but it will likely be something like 3-5 questions and a "any comments" box with a simple "very happy" to "very unhappy" scale you tick.
b
hstewie said:
hstewie said: Gut reaction is too many questions.
We used to do this at work and customers fed back that the reason they didn't feed back was that it took too long to fill in the forms because there were too many questions.
We're still looking at what we do but it will likely be something like 3-5 questions and a "any comments" box with a simple "very happy" to "very unhappy" scale you tick.
Thanks mate, We used to do this at work and customers fed back that the reason they didn't feed back was that it took too long to fill in the forms because there were too many questions.
We're still looking at what we do but it will likely be something like 3-5 questions and a "any comments" box with a simple "very happy" to "very unhappy" scale you tick.
Yes Thats my initial thoughts, Ive tried to incorporate a competition as I know how hard it can be to get people to respond.
Hopefully Ill get some ideas from this post, then perhaps I can print up something better. I agree, ticks are probably better, less effort.
Jamster123 said:
Thanks mate,
Yes Thats my initial thoughts, Ive tried to incorporate a competition as I know how hard it can be to get people to respond.
Hopefully Ill get some ideas from this post, then perhaps I can print up something better. I agree, ticks are probably better, less effort.
Have a look online as there are lots of companies that will do all this for you these days i.e. they'll let you setup your surveys, send them, chase, track, all sorts of stuff.Yes Thats my initial thoughts, Ive tried to incorporate a competition as I know how hard it can be to get people to respond.
Hopefully Ill get some ideas from this post, then perhaps I can print up something better. I agree, ticks are probably better, less effort.
I believe from our marketing folks that a lot of places are going for a "4-5 smiley faces" approach from
to 
Personally I'm not a fan of questions like "Was there a particular member of staff you found to excel ?" simply because, and this just my opinion, it almost makes me feel as if by not answering it I'm giving the impression I wasn't happy.
If the genuine purpose is to improve your business - why not just ask one question
'How would you rate the overall service you received from us, on a scale of zero to ten ?"
Any one that scores you 6 or below or 10 - ring them and ask what it was they disliked/ liked.
Industries spend millions on this stuff, most of it is useless or worse used to establish bonuses payments for staff. Anytime you use the individual scores to influence pay then you will drive the oddest behaviour.
I'll tell you a top tip, most upset customers don't tell the truth to the supplier just their friends and family
Google net promoter - slightly more useful.
'How would you rate the overall service you received from us, on a scale of zero to ten ?"
Any one that scores you 6 or below or 10 - ring them and ask what it was they disliked/ liked.
Industries spend millions on this stuff, most of it is useless or worse used to establish bonuses payments for staff. Anytime you use the individual scores to influence pay then you will drive the oddest behaviour.
I'll tell you a top tip, most upset customers don't tell the truth to the supplier just their friends and family
Google net promoter - slightly more useful.
You can still use online review systems like reviews.co.uk and trust pilot etc.
I have an online retail business and also an electrical contractors. The theory is the same on both. I use reviews.co.uk for the online business and I'm contemplating doing it for the contracting business too (we're primarily commercial so I feel case studies are more important than reviews for us)
The only difference is you'd have to physically add the email addresses into the system once you complete the job for them.
People much prefer to give a review to a "third party" and I would really just keep it to a rate of 5 and optional message. Generating reviews is very hard.
Testimonials are a bit different, you should write them yourself whilst speaking to your customer and make sure they agree with what you write.
Case studies you just make yourself and get your customers permission.
I have an online retail business and also an electrical contractors. The theory is the same on both. I use reviews.co.uk for the online business and I'm contemplating doing it for the contracting business too (we're primarily commercial so I feel case studies are more important than reviews for us)
The only difference is you'd have to physically add the email addresses into the system once you complete the job for them.
People much prefer to give a review to a "third party" and I would really just keep it to a rate of 5 and optional message. Generating reviews is very hard.
Testimonials are a bit different, you should write them yourself whilst speaking to your customer and make sure they agree with what you write.
Case studies you just make yourself and get your customers permission.
People hate questionnaires. Everyone and their brother is at it these days. Even after making a simple phone call to someone you get a text message come through wanting you to rate the experience. It's too much. Just forget the idea. I would give you my business just because you DON'T have a questionnaire.
As has been said, focus the questions down to address 1 or 2 specific areas of your business that you want to look at. Consider tailoring the questions to the customer or job completed, and not a standard questionnaire. You can always ask further questions when you are back doing work for them.
With regards to the £500 competition, have a think about alternatively offering a % off their next job - it gets repeat business and gives each customer a direct reward for their time and comments.
With regards to the £500 competition, have a think about alternatively offering a % off their next job - it gets repeat business and gives each customer a direct reward for their time and comments.
Score the following 1-10, 1 being poor, 10 being beyond satisfied.
Price
Quality
Customer Service
Any Comments -
Comments is where the customer who are passionate about your company (either positively or negatively) will let it be known.
You can make the areas more specific but don't use more than 5 words or have more than 5 of them.
Price
Quality
Customer Service
Any Comments -
Comments is where the customer who are passionate about your company (either positively or negatively) will let it be known.
You can make the areas more specific but don't use more than 5 words or have more than 5 of them.
Edited by Foliage on Wednesday 30th December 16:12
As mentioned above, many would claim of suffering from satisfaction survey fatigue.
Could you approach this from a different angle? A new way of seeking insight to improve your product/service?
What about asking staff?
Reviewing complaints thoroughly?
Training staff to deliver an even better service to the point that you don't need to ask for feedback?
Peer review of your work/product?
Mystery shoppers?
Good luck!
Could you approach this from a different angle? A new way of seeking insight to improve your product/service?
What about asking staff?
Reviewing complaints thoroughly?
Training staff to deliver an even better service to the point that you don't need to ask for feedback?
Peer review of your work/product?
Mystery shoppers?
Good luck!
Research is a big part of what my business does.
Firstly, as others have said, way too many questions. Aim for five max'. This is quite easy as you are asking much the same question across several questions. For example:
Correspondence in terms of quotes, emails and other information -
Communication before job start -
Both are asking effectively the same thing.
Secondly, phrases like 'professionalism', 'value for money', 'project management' are difficult to quantify by the wider public and if they are, their baseline of expectations differ depending on their social demographic. For example, a reasonably wealthy person might consider a Porsche to offer good value for money but someone on a lower income wouldn't. So to qualify responses, you need to capture demographic information on things like age, gender, income, etc.
Incentive. Always good to include one but £500 awarded at the end of the year is not likely to stimulate a high response. Lots of smaller, instant incentives work much better. £10 M&S voucher for each survey completed, two lotto lines.... something like that.
Unless you have customer numbers running into the thousands, then relying on postal or online or any other form of self-completion means will not yield a high return. I would recommend following up each job with a phone call to make sure all is fine, then ask if they can answer five quick survey questions. Most will say yes and you'll not need the incentive either. Plus, the fact that someone has bothered to call is always a gold-star thing.
The biggest mistake made by companies who undertake satisfaction surveys is not to act upon the feedback obtained or misinterpret the answers. A good example of this is F1 where several years ago, a fans survey was undertaken which included a question on what fans wanted more of in the sport. Overtaking was the dominant answer. What this led to was DRS which has increased overtaking but that is not what was meant. It was a case of the rule makers misinterpreting the answer (what was meant was a lesser reliance upon aero grip to allow cars to run closer and enable 'organic' overtaking, not artificial DRS enabled overtaking).
HTH - PM me if you want any more pointers.
Firstly, as others have said, way too many questions. Aim for five max'. This is quite easy as you are asking much the same question across several questions. For example:
Correspondence in terms of quotes, emails and other information -
Communication before job start -
Both are asking effectively the same thing.
Secondly, phrases like 'professionalism', 'value for money', 'project management' are difficult to quantify by the wider public and if they are, their baseline of expectations differ depending on their social demographic. For example, a reasonably wealthy person might consider a Porsche to offer good value for money but someone on a lower income wouldn't. So to qualify responses, you need to capture demographic information on things like age, gender, income, etc.
Incentive. Always good to include one but £500 awarded at the end of the year is not likely to stimulate a high response. Lots of smaller, instant incentives work much better. £10 M&S voucher for each survey completed, two lotto lines.... something like that.
Unless you have customer numbers running into the thousands, then relying on postal or online or any other form of self-completion means will not yield a high return. I would recommend following up each job with a phone call to make sure all is fine, then ask if they can answer five quick survey questions. Most will say yes and you'll not need the incentive either. Plus, the fact that someone has bothered to call is always a gold-star thing.
The biggest mistake made by companies who undertake satisfaction surveys is not to act upon the feedback obtained or misinterpret the answers. A good example of this is F1 where several years ago, a fans survey was undertaken which included a question on what fans wanted more of in the sport. Overtaking was the dominant answer. What this led to was DRS which has increased overtaking but that is not what was meant. It was a case of the rule makers misinterpreting the answer (what was meant was a lesser reliance upon aero grip to allow cars to run closer and enable 'organic' overtaking, not artificial DRS enabled overtaking).
HTH - PM me if you want any more pointers.
Stevie is bang on. It's not how you gather the information it's what you do with it afterwards.
Limit it to 5 questions max and 1-10 is too wide. All you need to really know is was it a positive or negative experience so I'd suggest very positive/positive/negative/very negative (use different words).
Then add in a can we contact you about these answers question.
Deal with the very negatives first.
Do it within a couple of days of the job being completed.
Limit it to 5 questions max and 1-10 is too wide. All you need to really know is was it a positive or negative experience so I'd suggest very positive/positive/negative/very negative (use different words).
Then add in a can we contact you about these answers question.
Deal with the very negatives first.
Do it within a couple of days of the job being completed.
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