How to Conduct a Relevant Satisfaction Survey?

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It's no secret that a satisfied customer is, in essence, the best possible ambassador for a brand. All you have to do is establish a strategy so that all of your customers are satisfied with the service or product you offer... How to do it? The solution is much simpler than it seems: just ask them! By conducting a customer survey, you will be able to track and analyze each step of your customer journey.

The customer survey should begin with questions about the quality of the user experience when your customer searches your site, then when they purchase your product or service, and finally, it should evaluate their experience after the fact , when the customer expresses a need for assistance.

A customer survey is probably the best way to find out if your customers are satisfied with the service or product you offer them. To create an effective survey, we recommend using a predefined template . Thus, by implementing a survey creation system of this type on your website and combining the system with email marketing campaigns and the creation of landing pages , you will be able to see results in real time.

How to conduct a relevant satisfaction survey?

Table of Contents
Why integrate the writing of a satisfaction survey into your digital marketing strategy?
How to create a customer satisfaction survey?
1. Product-related questions
2. Demographic questionnaire
3. Satisfaction scale
How to conduct a satisfaction survey that encourages your customers to participate?
Let’s analyze together 6 excellent examples of surveys:
1. Airbnb
2. Uber
3. Skype
4. Amazon
5. Twitter
6. Netflix
Why integrate the writing of a satisfaction survey into your digital marketing strategy?
Surveying your customers will allow you to know what they really think of you . If you get positive feedback, it will necessarily support your marketing strategy and help you identify your strengths compared to your competitors.
Conversely, you will deduce from negative reviews the areas in which you should improve and undertake changes to provide better service to your customers accordingly.
Sometimes, through a survey, your customers can point you in the direction of interesting new avenues or ideas for your development (which you wouldn't necessarily have thought of yourself). Satisfaction surveys can also open your eyes to the need to set aside a product or service that your audience disdains.
Conducting a survey reflects your willingness to take into account your customers' opinions and comments . So, if you implement their recommendations and learn from your audience's feedback, you will probably gain a few loyal customers along the way.
To prevent your customers from abandoning the survey prematurely, we recommend denmark telegram data that you indicate, from the start, the estimated time to answer all the questions it contains. Furthermore, if it is important for you to receive quality and effective feedback, we advise you to prepare your questions in a clear and concise manner and to make it easy for your customers to answer. Indeed, the customer survey conducted online must give the customer a clear direction, which essentially excludes questions that are too open or general.

How to create a customer satisfaction survey?
To shed some light on the subject, here are some examples of questions to ask your customers:

1. Product-related questions
How often do you use the product?
Does the product help you achieve your goals?
What feature of the product do you use the most?
What would you improve about the product if you had the chance?
2. Demographic questionnaire
How old are you ?
Where do you live ?
What is your professional situation?
3. Satisfaction scale
How satisfied are you on a scale of 1 to 10?
Are you slightly, moderately or completely satisfied?
You may also want to consider adding smileys to your survey: a happy smiley symbolizes high satisfaction, an indifferent smiley symbolizes average satisfaction, and an unhappy smiley symbolizes dissatisfaction.
email marketing survey

How to conduct a satisfaction survey that encourages your customers to participate?
Again, you have several options: one of them is to set up email marketing and SMS campaigns , which generate relatively high opening percentages.

The second option is Marketing Automation , it allows you to trigger the sending of a survey automatically after the customer has performed a certain number of predetermined actions. For example: a customer who has purchased more than 10 items or a customer who abandons their cart will automatically receive a satisfaction survey. It is of course recommended to adapt your surveys according to your customers so that those who have purchased a lot of items do not receive the same survey as those who have abandoned their cart before even having purchased anything.