Excellent Survey Questions

Continuing from the last blog...

Here are some good survey questions:

THE CUSTOMER EXPERIENCE

On a scale of 1 to 10, (with 1 being bad and 10 being excellent)

How would you rate your overall experience with our company?

How would you rate the quality of our products?

How did you feel treated in the process of the business transaction ... things like the listening, courtesy, helpfulness and great attitude of our employees?

CUSTOMER LOYALTY

Did we get your order right (accurate)?

What is the most extraordinary thing we have done for you?

Why did this impress you?

If we could improve just one thing, what would it be?

Would you recommend our products or services to others?

I have personally done hundreds of calls with customers using these questions and find I can complete this in under 2 minutes in a friendly, personable way.

Remember customers value their time and I would thank them and reward them for taking the survey.

"Thank you for taking our survey. We really appreciate your feedback. Could we email you a gift certificate from ____________?

I have used gift certificates from Amazon (you can customize them with a statement that reinforces your commitment to quality service). It's easy to email this to a customer, but be sure you have their permission as some companies don't allow employees to receive gifts from vendors (which can be misconstrued).