Writing a Customer Survey......Any tips?

B

biboy2012

#1
I am writing customer surveys from scratch. Here is my greeting message to be displayed to the recipient when they first start the survey:

Dear Valued Customer:

We are delighted that you have chosen us. May we request for a few minutes of your time to know how we have served you and how we may serve you better in the future?


I want to gauge customer satisfaction in our real estate development business. I am planning to send to Customers set of questionnaires every month. Four different categories every quarter - one category per month. And then, make a quarterly summary.

For example, category 1 – Customer Service


Customer Service with smile
(1) Strongly Disagree
(2) Disagree
(3) Neutral
(4) Agree
(5) Strongly Agree

Customer Service Representative provides a warm welcome
(1) Strongly Disagree
(2) Disagree
(3) Neutral
(4) Agree
(5) Strongly Agree
.
.
.

I would appreciate if anyone can help me think of any other categories and questions to add?

Many thanks in Advance!
 
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Steve Prevette

Deming Disciple
Staff member
Super Moderator
#2
Customer service can be reached in a timely manner
Customer service resolves my concerns effectively
Customer service resolves my concerns in a timely manner
Customer service is technically knowledgeable of the real estate field
Customer service is better here than customer service elsewhere
 

Ninja

Looking for Reality
Staff member
Super Moderator
#3
Customer service can be reached in a timely manner
Customer service resolves my concerns effectively
Customer service resolves my concerns in a timely manner
Customer service is technically knowledgeable of the real estate field
Customer service is better here than customer service elsewhere
Depending on what you want to do with the feedback, you may also want to ask what that particular customer's definition of "timely manner" is.

They are good questions as Steve wrote them, since satisfaction is based on each particular customer's perception of "timely manner", but when you move to increase these stats, you may want to be able to quantify the target in number of hours/days.
 

Steve Prevette

Deming Disciple
Staff member
Super Moderator
#6
Depending on what you want to do with the feedback, you may also want to ask what that particular customer's definition of "timely manner" is.

They are good questions as Steve wrote them, since satisfaction is based on each particular customer's perception of "timely manner", but when you move to increase these stats, you may want to be able to quantify the target in number of hours/days.
Good points. I would suggest that if the customer service department logs in customer requests, and then records when they are complete, you can use that data for objective data to compare to what the customer thinks is "timely".

Keep in mind the customer is not always right, but the customer is always the customer.
 

Steve Prevette

Deming Disciple
Staff member
Super Moderator
#7
By the way, two other objective measures of customer service (assuming we are talking phone calls) are how long incoming calls sit on hold, and how many customers drop the call after being on hold "too long".
 
N

NumberCruncher

#9
Hi biboy

1) keep it simple.
Simple questions, simple words, simple grammar.

2) keep it short.
If it takes more than about 2 minutes to complete, find a way of shortening it.

3) try it out on a number of people before you use it.
If anyone has to read a question more than once to understand it, re-write the question.

NC
 
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