Hey, welcome back to the Six Figure Mastermind. Today we're going to talk
about customer satisfaction survey best practices what to do and what not to do.
Stay tuned.
So you want to know what your customer satisfaction rate is and now it's time
to send out a survey. An average company will lose 30% of their customer
base over the course of the year and they don't know why unless you send out
a survey. Customer satisfaction surveys or customer sat surveys is one of
the best ways to find out what's going on in your business.
Great surveys will create better business decisions for you which will in
turn create a much higher profit for your business short term and long term
and remember, don't sacrifice long term gains for short-term gains because
long-term gains are ensuring the longevity of your business so let's
really get started what makes a really great customer satisfaction survey. When
you're sending out a customer satisfaction survey, make sure you that
you have a rating scale. Now think about all the customer satisfaction surveys
you've ever taken. You've probably taken several of them if you ever go shopping
at a fast-food or a big chain store, you'll usually find that little QR code
on the bottom that says, hey, fill out the survey. Whoever filled one out,
you'll find a common thread through most of them. A common detail that you're
wanting to include in any customer satisfaction survey that you do is a
rating scale and now a rating scale is a 1 to 5 or a 1 to 10 scale that people
can fill in the little box like the bubble sheets back in high school, right.
I would avoid using a 10 button rating scale because simply that's just too
many buttons. I would think with a 1 to 5 rating scale
where one is, and make sure that you're including this in your customer surveys
okay, one is described as disagree or severely disagree and five is completely
agree. What are you using a scale that says agree to disagree or whatever you
decide to use make sure that it's actually on your survey so that
customers know what one means and what five means, make sure it says it right at
the top there so that their answers are accurate,
alright? So use a rating scale and use it for as many
as you possibly can. Now when it comes down to your actual questions on your
survey make, sure that they're short. You might get skewed answers if your
questions dragged on for too long so if you're asking for example what was your
experience like at this restaurant? You want to have a 1 to 5 rating scale and
if this is a great question to include at the beginning of your survey. When you
start your survey, start with an overall question. Overall,
what was your experience at this restaurant or with this coach or with
this product or with your purchase? Get an overall scale so that they are in the
mindset of their overall experience when they start off because if their overall
experience was positive, guess what, then their ratings on their scales and their
upcoming questions are also going to be overwhelmingly positive, overall
positive if their initial question was positive. So if you start with specifics,
that could kind of mess with the brain a little bit. You don't want to do that, you
want to start with the overall impression then all of those answers
will be more accurate as you go throughout. So the first thing is this,
start with an overall question, get the overall feedback. The second step is to
have a rating scale for your feedback. That 1 to 5, remember, avoid a 1 to 10,
it's just too long. Do just a 1 to 5 on your rating scale, describe what those 1
to 5 numbers really mean whether it's a gray or disagree or some other rating
scale that you're using, make sure you're descriptive in what that is. The third
part to remember in your customer satisfaction surveys is to keep your
questions short, keep them short, sweet and to the point and so they're very
clear and easy for your customers to respond to. Ask detail specific questions.
So if your customer had a transaction with you online, ask about the specific
transaction on the specific date. You had a transaction March 3rd 2018, overall, how
was your experience in that transaction? When you paid with your credit card in
that transaction, how easy do you feel the payment was? Remember you're doing
one to five rating scales on these. Get very specific detailed. If you have
a record of what products they purchased, ask details about that product. When you
received your Nikon camera model blah blah blah, what did you think about the user
experience with that camera? Was your camera delivered on time? Was it easy to
open? Was it easy to use? Did the packaging arrive safely? Ask very
specific questions pertaining to how your customer interacts with you. The
last thing you're going to want to remember is to ask essay questions
because sometimes your customers are going to want to share things with you
that aren't really covered in your detailed surveys so when you're asking
those essay questions, maybe your customer wants to share something
specific that happened to them if their packaging was ever damaged
or if they had some certain experience within an email transaction with one of
your customer service reps so make sure that you're including a spot at the end
for them to include an essay answer. Now don't say essay answered that word kind
of messes with people they think back to high school are like, oh, I have to think
of an essay so don't include that, just write "Please describe." or other or share
your experience right here. Also in your essay questions, make sure to add a
prompt that says "Share your testimonial." This is a bonus feature that a lot of
people don't include in their customer satisfaction surveys. I invite
them to share a testimonial not only without obviously gather testimonials
for you but it'll get your customer thinking in the mindset of what they did
like about your business so they can gather that and put that in your
customer satisfaction surveys so if you include all of those formats, include
your rating scale and make sure your questions are short and sweet and to the
point, make sure you're including essay questions, describe your rating scale. If you
have all of those elements in your customer satisfaction survey, you're
going to get great answers which remember, great answers determine great
business decisions which turns great profits. Hey, hope you enjoy that video, go
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