Customer survey benefits with easyfeedback:
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Feedback Management System
Profit from your customer`s potential and improve the success of your business. A targeted customer survey will provide you with valuable information about customer satisfaction, expectations and buying habits of current and potential customers. Furthermore, regular customer surveys will help you analyze the effectiveness of marketing goals and give you the opportunity of keeping an eye on the customers’ wishes. The results you will achieve are a base for marketing measures and will improve the strategic direction of your business model.
Creating a customer survey is simple: define your goals, create questionnaires for the survey and implement the customer survey. It is an advantage when a customer survey is created and implemented systematically. Depending on the target group, whether B-2-B or B-2-C, the conditions for a customer survey can vary. Business clients with whom you are in close contact have a greater and longer willingness to participate than B-2-C clients with whom you have no direct contact. Nevertheless, the basic goal is always the same: increase customer satisfaction and the success of your business..
For both target groups, the customer should first receive some information before starting the survey: how long will the survey take, on which topic do you wish to acquire feedback and why the individual customer can contribute to the customer survey with their valued opinion. The following generally applies to a survey: the stronger the commitment to the company, the longer and more complex the survey can be. Customer surveys with B-2-C clients, with whom no direct relationship exists, should not take longer than 10 minutes and should consist of simple questions. Given that there is less of a commitment than with B-2-B customers, the participation rate can be increased using incentives, e.g. a prize competition. For instance, a shopping voucher for $5 can be awarded at the end of the survey or a $300 voucher can be raffled off to one of the participants at the end of the survey.
The use of a customer survey may include many goals. Customer satisfaction is the primary goal in every customer survey. However, this applies to several areas of the company: product benefits and price/performance, quality of service and staff friendliness, experiences, customer loyalty/willingness to change suppliers and image. Before setting up your customer survey, define internal goals. Where and on what topics do we want to interview our customers? Keep in mind that the patience of your participants is limited. The following content structure is suitable for a customer survey.
If you want to receive an overall picture of customer satisfaction, take the business areas to be assessed and ask your customers about their satisfaction. Given that these often include several areas, you will only be able to scratch the surface of the individual areas. Otherwise the questionnaire will be too long for the customer survey. When using easyfeedback, the assessment question or the scale of 10/ slide bar is ideal for customer satisfaction inquiries.
Quality of service:
As soon as you reduce the focus in the customer survey to one business area, you can ask more in-depth and detailed questions without the customers becoming impatient. Depending on the type of service, the questionnaire can include the following questions: How quickly did the service team contact you? Were the members of the staff friendly at all times? Were you offered a replacement? How do you rate the service compared to other companies?
Pricing is always a very critical point. It should not be too high or too low. On the one hand, you can now directly ask the customer how he or she feels about the price-performance ratio. However, it is questionable whether or not you will always get an honest answer. Answering a simple question does not mean a sale. If you ask the customer about the product and the quality first and whether he or she is willing to pay more for better quality and performance, then the survey will be of greater importance to your marketing strategy.
A very important aspect in customer surveys as it provides you with feedback on your performance and the product. As CEO or head of marketing, we have our intuitions regarding tendencies, but market trends can always take a different turn. Meaningful and significant customer feedback is necessary to steadily keep your business going in the right direction.
This results in the following possibilities and goals of a customer survey:
Below you can find a few tips on how to create a survey on the subject of "Online Customer Survey" and how to record customer satisfaction:
Personalized or anonymous:
Creating the survey: