How Many Questions Should You Include in Your Customer Survey?

You've decided to go to the trouble of measuring your customer or employee satisfaction, and now you need to insure that you're efforts will provide meaningful and meaningful results. I am well aware that this is not an easy proposition, and that in order to be successful you must find an adequate balance between the number of questions and the time needed to respond.

The principal motivation behind measuring customer satisfaction is to improve customer loyalty and retention. In the magazine Quality Digest, Kevin Cacioppo indicates that aa 5% increase in customer loyalty can result in an increase in profits between 25% and 85%. Neverheless, if your measurement system will not work if customers do not respond.

A long tedious customer satisfaction questionnaire is a sure fire way to guarantee low response rates. Nobody enjoys filling out a survey, and you need to show respect to your customers and their time.

In fact, finding the "sweet spot" between boring your customers silly and not getting enough data to be useful is perhaps the toughest part of customer satisfaction measurement. Ideally, the entire survey process from beginning to end should not take more than a couple of minutes of your customer's time. But with traditional paper or interview based systems, seldom is it possible to keep inside this limit.

To get a useable amount of information you will almost certainly want to ask two or three general valuation questions, six or seven profile questions and at least thirty thirty specific questions about your business performance. In total most surveys are about 35 or 40 questions long.

Fortunately a new and innovative solution for measuring customer satisfaction solves the age-old problem of detail versus time to answer. This powerful new tool will allow you to ask as many questions as you like, all the while respecting the two minute rule.

Customers answer short surveys by touching the screens of the "gustometer" while they are waiting for their receipt or invoice. The whole process takes a minute or two and the results are available immediately for analysis. Thanks to the variable structure of each survey and the systems unique qualities which confirm high participation rates, you can measure any detail about your company without having to ask any one customer too many questions.

The built in business intelligence tools included in the tool, enable you to contrast all of your valuation questions quickly and easily with your custom profile questions. You can also adapt and change the surveys on the fly whenever you detect a problem area or a new customer need.

The benefits of the system are substantive and easy to put into practice, and you can be up and running in less than a week.

Do not hesitate to call Gustometria toll free at 1-877-448-7865.

Source by Dennis H Lewis

Leave a Reply

Your email address will not be published. Required fields are marked *