Embracing direct feedback from your customers can help you learn a lot about what your company is doing right and what you might improve upon to be more successful. Online customer surveys are one way to gather insight.
Like any method of customer research, their usefulness depends on how well they’re planned and executed. And one of the most important components of planning a survey is crafting the questions it will include.
Tips for Creating Effective Customer Survey Questions
Know What You Want to Accomplish.
Developing a survey that gives you helpful answers starts with knowing what you want to learn. Do you want to get insights into how you might improve the overall experience your customers have? Do you want to focus on product enhancements that would better satisfy your customers’ needs? Or do you want to find out if your customer support services are meeting customers’ expectations?
As you begin to prepare your survey, consider your end goal and eliminate any questions that don’t align with it. Continue reading