Customer satisfaction questionnaires are important resources for a business. They deliver valuable information to refine its business strategy. Provided they are visible, prompt, quick to complete, accurate and debrief. How to succeed on your online questionnaires? Our best advice.
Why make your satisfaction questionnaires online?
The customer satisfaction questionnaire is more likely to be returned duly completed if it is easily accessible by respondents. Realizing its online questionnaires makes it possible to distribute them on dematerialized media quickly as soon as they are definitively validated. The answers are more numerous and faster, often even instantaneous, and the processing of the answers is also facilitated.
The 10 Steps to Successful Online Satisfaction Questionnaire
Define the objectives of the satisfaction survey
A successful satisfaction survey meets a previously defined goal. It is this objective that will determine the timing of questions and the measurement of results. The objective must indeed meet important criteria: it is particularly measurable, flexible, dated, achievable and targeted.
Identify the targets of your investigation
When defining objectives, it is necessary to identify the target of the questionnaire. It must be specified as much as possible for greater efficiency. Identifying the target makes it possible to adjust the broadcast message with a suitable language. It is also important information to define the communication tools to privilege, those that are most used by respondents.
Treat the message and stay concise
The writing of the message must be clear, simple language. A good understanding of the wording of the survey depends on the quality of the answers obtained. The purpose of the survey and the estimated time to fill it out are useful information for the target and may prompt them to express their opinion. It is recommended to go to the basics with a short and accurate message. The satisfaction survey must be quick to complete, or there will be incomplete or few answers.
Stay neutral and objective in questions
The satisfaction survey aims to know the real opinion of the target. To be actionable, responses should not be induced or suggested. The questions must be objective and neutral in tone. If multiple-choice questions are offered, negative answers must be provided so that everyone can express themselves.
Look after the questionnaire
The vocabulary used in writing the questionnaire must be courteous, engaging and polite. He must know how to arouse the interest of the respondent and ideally create a link of proximity. The respondent must feel how useful and important his opinion is.
Limit open and complex questions in the survey
Open questions are not without interest because they leave the possibility to express themselves fully on a given subject. However, answering them requires much more time and thought than a closed question, or even with multiple choice answers. Respondents may not be willing to make such an effort to answer questions of this type if they are numerous. It is possible to slip one or two, but not more. In addition, answers to open questions take longer to analyze.
Cut out your satisfaction questionnaire in several themes
Cutting the survey into several parts allows for a better understanding. The respondent can also better situate himself in his progression. The study of the results of the satisfaction survey is also simplified.
Look after design and visuals
The questionnaire must be attractive for customers to want to answer. The design contributes greatly to this attraction. Colors, graphics, interactivity must be thought about the target.
Choosing the right communication channels online
Having a perfect satisfaction survey only partly meets the goal. Because it is useless if it is not visible by the target. The online communication channels are today multiple: mails, SMS, social networks … It is necessary to be interested in those which the target uses the most to obtain optimum results.
The best tools for creating your questionnaires
To design successful satisfaction surveys, tools can be used, including:
- we advocacy, the most involving
- GetFeedback, a tool that relies heavily on graphics,
- SurveyMonkey, a quick tool to take in hand,
- Typeform, a tool that focuses on simplicity,
Conducting a satisfaction survey therefore requires answering a precise set of specifications to obtain usable results. Questionnaire creation tools simplify the process and validate the different steps.
Solution
Internal Communication
Radically change the way you communicate internally and survey your teams regularly and easily.
Solution
Internal Communication
Radically change the way you communicate internally and survey your teams regularly and easily.