The best way to find out what your customers like about your products and / or services is to create a customer satisfaction survey that includes questions about their qualitative and quantitative views about their most recent purchase.
In the process of developing a questionnaire and discovering whether or not your customers and clients are satisfied with their purchase you need to take account of three vital aspects:
- Pre-purchase; for example did your customer find enough information about your products and services or was the purchase planed or spontaneous
- Purchase; for example, how easy was the point of sale, online or in-store
- Post Purchase; for example, was their expectation met or not
In your survey you can mix open and multiple choice questions, as well as a comment box, if the survey is conducted via written format. You may choose to conduct your survey via face to face, over the phone, via email or internet, or on handwritten forms.
After receiving your feedback you need to analyse all answers. This can help you to find a common issue that maybe several of your customers or clients have experienced.
Next, you can take your findings to decide whether or not you need to upgrade your products, services or business operations to overall increase your satisfaction rate.
Lastly, if you conduct surveys at regular intervals during your business year, you can benchmark your findings to see whether your adjustments and implementations have been beneficial for your business. You may even see an increase in sales when comparing your survey results and adjustments with your sales reports of the same period.
I have used Survey Monkey in the past, which is a free online based survey tool, but I have recently discovered a few others, including Free Online Surveys, Kwick Surveys, and Survey Planet, who also offer polls and quizzes.
I will leave you with the idea on starting your own
‘What shall we do better in 2016’ customer satisfaction survey.
Let me know what you think.
All the Best & Speak to you tomorrow,
P.S.: By the way, I am not affiliated with any of the four online survey providers I have mentioned, but I appreciate their great tools.