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    Conducting a Customer Satisfaction Survey

    Conducting a customer satisfaction survey is an essential business tool. It helps to find out how much customers are satisfied with products or services of specific businesses. And the greatest benefit of the customer satisfaction survey is that the answers can be used to make the necessary improvements and further enhance the level of businesses.

    There are staple questions to be included in conducting a customer satisfaction survey. They should ask respondents to identify how satisfied they are with the purchases they have made, with the service they have used. There should also be a question on respondents’ overall satisfaction with the specific company included in a customer satisfaction survey. When conducting satisfaction surveys, respondents should also be asked customer loyalty questions, related to the likelihood of their repeat buying, or recommending products and services to other people.

    There are a number of ways of conducting a customer satisfaction survey. They can be face to face surveys, conducted in shops. There can be phone surveys, surveys conducted via mail, or email surveys.

    The timing for a customer satisfaction survey is of great importance. It is best to ask customers when their experience is still fresh. They can clearly remember their impressions of the product or service, and they can offer more accurate responses.

    It is often discussed how often companies should conduct customer satisfaction surveys. The frequency of conduct depends on the frequency with which a company interacts with the specific group of customers. They should be roughly the same. Of course, the specifics of the situation can indicate what frequency needs to be observed, so that data can be collected often enough to keep track of customers’ opinions and recommendations expressed via a customer satisfaction survey.

    After conducting a customer satisfaction survey online, companies have enough data to enable them to act on the results, investigate suggestions, etc.

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    About Author

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    Phil Cleave

    Phil is part of the Content team at SmartSurvey and has over 20 years experience in the PR and Comms sector writing for Tech Companies.

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