Customer Satisfaction Surveys

I know that you may have already stopped reading. Customer satisfactio…yawn. I am with you. Here are a few quick suggestions for making a great customer satisfaction survey that people will actually complete: 

  • Tell them why you want their feedback.
    What specifically will their response impact? Tell me the real reason and I may reward your honesty with my time.
  • What’s in it for me?
    People don’t want to take a survey that doesn’t benefit them. If you attach an incentive you’ll get their attention. The incentive tells them how much you value their response.
  • Keep it short and sweet.
    I may answer one or two questions but if there is a progress bar, I’m out.
Final notes:
  • If it doesn’t look great, forget it.  Your survey experience must be as compelling as your incentive. Remember, the survey experience reflects your brand: Bad survey = Bad brand experience.
  • Would you take your survey? If not, your audience won’t either.

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