How to Make a Customer Questionnaire

A questionnaire is a series of questions asked to individuals to obtain statistically effective information about a given topic. When correctly constructed and responsibly administered, questionnaires develop into a vital instrument by which statements can be made about specific groups or people.

Customer Questionnaires are frequently used in quantitative marketing research and social research. They are a valuable method of collecting a wide range of information from a large number of individuals, often referred to as respondents. For example, when your company or business has a group of customers, you want to offer a questionnaire to determine what it is about your company that they like as well as issues that your customers experience while using your product or service.

Inappropriate questions, incorrect ordering of questions, mistaken scaling, or bad questionnaire format can make the survey valueless, as it may not accurately reflect the views and opinions as intended by your customers. 

A useful method for checking a questionnaire and making sure it is capturing the intentional content is to test it often. An example of a successful customer satisfaction questionnaire is posted below.

Customer Satisfaction Survey Questionnaire

1. How did you find out about our products and services?

o   Media (television, newspaper, radio)

o   Internet

o   Word of mouth

o   Other

2. How often do you use our services/products? (Kindly pick one)

____Occasionally

____Frequently

____Never

____Often

____Very often

3. Which products/services do you find most appealing and satisfactory?

_________________________________________________________

4. On a scale of 1-5 when 1 is very bad and 5 is excellent, how would you rate the

above products/services? 1 __ 2__ 3__ 4__ 5__

5. Would you recommend our products and services to another person?

Yes             No

Kindly give a reason for your answer

________________________________________________________________________

________________________________________________________________________

6. How are the prices of our products and services?

Cheap

Affordable

Expensive

Very expensive

Give reasons for your answer

________________________________________________________________________

7. (i) Are our products readily available?

Yes                 No

Give reasons for your answer

________________________________________________________________________

What recommendations and improvements, if any, would you suggest?

___________________________________________________________________

___________________________________________________________________

You see how this questionnaire offers many open-ended questions, leaving room for the customer to vent and explain. This is what you want. The more the customer tells you about the products, the more your company can accommodate and make your customer satisfied.

Customer service is crucial to creating a successful business and with great customer satisfaction surveys and questionnaires you will be able to make your customers happy and make your business successful.

Utilize Your Customer Survey Tool Belt

Do you own your own business? Whether it be a small online business or a quickly expanding company, your customers should be your main priority to maintaining a successful business. Jeff Bezos, the CEO of Amazon.com relies fully on what his customers think of his company. Because of his outlook he has created a billion dollar company. Jeff states that “If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”

What your customers think about the business you run or are a part of is essential to whether or not you will be triumphant. This is why it is so crucial to understand the necessities of having excellent customer service.

One of the most efficient ways to create customer satisfaction and build loyalty between you and your customers is by knowing how to utilize your customer survey tool belt. Customer satisfaction surveys are one of the key elements to making your customers happy. They allow your customers to give professional feedback on their experiences, rate your company, review your products, and critique any areas with which they were not satisfied. 

In your customer survey tool belt there are five indispensable tools that you need to use in order to get the most from your customers.

The first one is to keep your surveys short. People don’t want to spend a lot of time answering questions for you, so keep it simple. Ask the vital questions that will help improve your company and show that their input is important to you.

The second is to start with close-ended questions, which ties into keeping it simple. Be direct and straightforward. Get the answers you need and let the customer rank your business.

Next follow up with open-ended questions. This will give your customers the chance to vent and describe specifically what they did or did not like. These answers are the ones that will provide you with the most feedback to allow your company to progress and expand.

Know your audience. Make each question relate to your consumers, products, and your business. Be specific to your own business not generic. This will pull your customers in closer to you. It’s a good opportunity to build product/brand awareness with them.

Finally listen to them. Customer surveys are for your benefit, not the customers. Most of what they say is what you will need to do to be successful in your company.

As you utilize your customer satisfaction survey tool belt, your business will flourish and your profit will increase. Your customers create your company’s value. They can either tear it down or build it up. The choice depends on how you treat them.