Designed to make every company Customer obsessed
The latest news and content to guide you on your customer experience journey
We create more human experiences and unlock better commerce for everyone
Design Manager chez Critizr
Online satisfaction surveys have become indispensable. They’re the most popular means of administering a survey, providing very structured and quantitative results. That said, it’s not the easiest method by any means! When creating your survey, it’s essential to define the collection method and objectives beforehand. Let’s take a look at the theory together.
When creating any good survey, you should select your distribution method beforehand. A good survey with few respondents isn’t going to be much use to you!
There are two ways of getting a more in-depth insight into your customers’ satisfaction levels:
Whatever channel you choose, we advise not over-doing it by creating marketing pressure. The survey should reach the right person at the right time. For example, our client Save gathers customer feedback on the spot. This way, they can immediately invite unhappy customers back to the point of sale. As for survey distribution, that’s a whole other issue. We recommend reading our ebook outlining the various collection channels you should use to gauge customer satisfaction levels.
DOWNLOAD THE CHECKLIST : Become an expert an creating effective online surveys
Before choosing your questions, it’s important to know the aims of your survey and how it will be analysed before being put to good use. This may relate to customer knowledge, management, public relations, or marketing purposes.
We advise getting the whole business involved in goal-setting. Everyone should be involved in the project!
By being clear about your goals, you’ll know what’s needed as far as psychological and psycho-cognitive information (values, motivators, judgements, perceptions, etc.), behavioural tendencies (frequency, duration, etc.), and individual characteristics (age, gender, etc.). All you need to know now is how to ask your questions properly.
At Critizr, we firmly believe that online satisfaction surveys shouldn’t be sent out haphazardly. Reaching out to your customers is no trivial matter and the way you gather their feedback should be fully-optimised. To do this, you need to identify collection goals and use the appropriate means of gathering feedback. How you build and structure your survey is also essential for receiving optimal response rates.
Hear about our upcoming events and read the latest success stories from our clients.