FAQ - Satisfaction Surveys

What is a customer satisfaction survey?
A customer satisfaction survey is a set of questions aimed at measuring the "satisfaction quotient" of your customers.  By providing a detailed snapshot of your current customer base, you are able to improve the customer experience and enhance the profitability of your company.

How will a customer satisfaction survey help my business?
A customer satisfaction survey will allow your organization to quickly identify problematic and underperforming areas, enabling your organization to address the issues and enhance your overall customer satisfaction.

How often should my organization conduct a customer satisfaction survey?
The best answer is, often enough to get the most information, but not so often as to disturb the customer. As a rule of thumb, the frequency with which you conduct a customer satisfaction survey should be relative to the frequency with which you interact with your customer.  

What questions do I ask in a customer satisfaction survey?
Will you buy from me again? That simple question is at the heart of a customer satisfaction survey, but without supporting questions, you will miss a plethora of valuable information and can easily be misled.  Generally speaking, a variety of customer loyalty and customer satisfaction questions will be asked to measure the "satisfaction quotient" of your customers.

When is the best time to conduct a customer satisfaction survey?
The best time to conduct a customer satisfaction survey is when the experience is fresh in your customer’s minds. If you wait to conduct a survey, the customer's response may be less accurate and they may have forgotten some of the details.

Will Shoppers’ View share or sell my customer list?
No.  As a client of Shoppers’ View, all customer lists are, of course, strictly confidential and are never sold or shared with any other company or service.

Should we offer incentives to participants of customer satisfaction surveys?
In our experience, offering an incentive to respondents is highly recommended. In the majority of cases, an appropriate incentive, no matter the size or value, will increase customer satisfaction survey response rates.

Will you help me design the customer satisfaction questionnaire?
Yes, our account executives will work closely with your organization to develop a custom satisfaction survey tailored to your particular industry.  The survey will gather the information that your organization needs to address to improve its overall customer satisfaction.

How many questions should a customer satisfaction survey include?
As a rough rule of thumb, we recommend keeping the length of customer satisfaction survey questionnaires to 20 to 25 questions. However, most questionnaires would usually contain a variety of different question formats and therefore it is important to also consider questionnaire length in terms of time. We recommend keeping customer satisfaction survey completion times to about 5 minutes.