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Customer satisfaction surveys are more common than you might think. If a business is to thrive, it must know what its customers want and how they feel about their experience. Customer satisfaction survey templates can help businesses create professional results with ease.
The “customer satisfaction survey template free pdf” is a document that has been published by the American Marketing Association. It contains 5 types of customer satisfaction surveys. The document also includes templates for each type of survey.
A customer satisfaction survey is a questionnaire that companies send to customers after they have purchased something or gotten a service from them. There are five scenarios in which a company could desire to track customer happiness. Each has a distinct function, therefore it’s critical to ask the correct questions.
Templates for Customer Satisfaction Surveys are available for free.
The following are the five most prevalent kinds of customer satisfaction surveys:
1. Survey of Net Promoter Scores (NPS)
NPS Questionnaire Template
Templates are available in Google Docs, Word, and PDF formats.
An NPS (Net Promoter Score) survey asks a single question: How likely are you to suggest our company/product/service to a friend or colleague? Customers may rate themselves on a scale of 0 (not at all probable) to 10 (very likely) (extremely likely).
Instead of asking for feedback on a particular product or service, businesses utilize NPS to gauge consumer loyalty and general mood. Because NPS is extensively utilized in a variety of sectors, it may be a useful tool for comparing your customer loyalty and happiness to those of rivals. NPS may also be used to detect detractors, or consumers who are likely to defect or disseminate unfavorable information about your company.
Customers are often contacted through email or text messaging to complete NPS questionnaires. They may, however, appear as a pop-up or chat box on a website for online enterprises. AskNicely is a customer feedback program that gathers NPS data and gives NPS insights to companies.
An example of a Net Promoter Score (NPS) survey delivered through email with AskNicely.
Customers are divided into three groups depending on their responses to that question:
- Detractors. Detractors are customers that answer with a score between 0 and 6. You’re not just at danger of losing these consumers; they’re also likely to stifle your business’s development via unfavorable word-of-mouth.
- Passives. Passive consumers are those that answer with a score of 7 or 8. They like your company, but they aren’t passionate fans. Passives might either quit your company for a competition or become enthusiastic supporters.
- Promoters. Customers who provide a score of 9 to 10 are referred to be promoters. These are loyal clients that are most likely assisting in the expansion of your company via recommendations.
Subtract the proportion of Detractors from the percentage of Promoters to get your Net Promoter Score. Let’s imagine you have 100 survey responses, 10 of which were graded between 0 and 6, 20 between 7 and 8, and 70 between 9 and 10.
You’d have to:
- 10% of people are against it.
- 20% of the population is passive.
- Promoters account about 70% of the total
Promoters account about 70% of the total – 10% of people are against it. = 60%. So, your Net Promoter Score would be 60.
Your Net Promoter Score (NPS) may range from -100 to 100. Any positive NPS score is regarded excellent, anything over 50 is exceptional, and anything over 70 is world class. NPS is a terrific tool for small companies to discover and reward loyal customers, as well as detect and address any unsatisfied consumers to enhance their experience.
2. Customer Satisfaction Survey (CSAT)
Template for Customer Satisfaction Survey
Templates are available in Google Docs, Word, and PDF formats.
Customer satisfaction surveys, or CSATs, are used to determine a customer’s level of happiness with your goods or services (unlike NPS, which is used to gauge customer loyalty). A variant of the question “How would you rank your overall happiness with the products/service you received?” appears in CSAT surveys.
Customers would then choose a number between one and five on a scale of one to five:
1. Extremely dissatisfied 2. You are dissatisfied with your current situation. 3. Undecided 4. Contented 5. Extremely pleased
Customers who choose “Satisfied” or “Very Satisfied” are classified as satisfied. To determine your company’s CSAT score, divide the total number of survey respondents by the number of pleased customers, then multiply by 100. As an example, if you have 100 survey respondents and 70 of them say “Satisfied” or “Very Satisfied,” your CSAT score is 70%.
70 percent (70 / 100 =.7) times 100
A CSAT survey may be used to determine whether or not a company’s goods and services are fulfilling consumer expectations. CSAT surveys enable firms to address particular customer service concerns as well as assess how well certain goods and services are doing overall. If clients regularly grade a product from 1 to 3, for example, it has to be improved. If buyers routinely score an item as a 4 or 5, you have a good product to advertise.
3. Post-Purchase Questionnaire
Template for a Post-Purchase Survey
Templates are available in Google Docs, Word, and PDF formats.
Customers get post-purchase surveys after purchasing a product or service from your firm. These sorts of surveys are designed to get feedback from consumers about their unique experience with this transaction (as opposed to a survey like NPS, which gauges overall loyalty).
This sort of survey should be utilized to identify particular areas of the company that want improvement. If your NPS score is low, for example, implementing post-purchase surveys may assist firms determine if they need to improve their customer service or product quality.
Customers are asked to rate various parts of their experience on a scale of “Strongly Disagree” to “Strongly Agree” or “Poor” to “Excellent” in post-purchase questionnaires. These surveys are usually provided as a link in an email since they might be longer than one question. Constant Contact is a well-known email marketing solution that also includes survey features. They provide a free 60-day trial, and survey-related subscriptions start at $40 a month.
Visit Constant Contact for more information.
4. Survey on Product or Service Development
Survey Template for Product Development
Templates are available in Google Docs, Word, and PDF formats.
Development surveys, also known as Concept Testing, are given to consumers before a company launches a new product to see how likely current customers are to buy it. A product development survey’s purpose is to determine if a new product or service is profitable and/or to get input in order to enhance the product before it is launched.
For this survey, you’ll want to show them a sample of the product you’re evaluating, including the pricing, either in person or online. Then, to measure their responses to the product, ask questions and give room for open-ended criticism. These surveys are ideally sent to your most devoted clients and those who spend the most money with you.
5. Usability Testing
Survey Template for Usability
Templates are available in Google Docs, Word, and PDF formats.
Online companies utilize usability surveys, also known as user experience surveys, to Obtain feedback on their websites in order to improve the consumer experience. These surveys often appear when a customer is browsing your website. They may be multiple-choice questions, open-ended queries, or even real-time messaging that guides customers to the information they need.
Freshdesk Messaging is an example of a customer support conversation.
Usability testing is ideal for enhancing the consumer experience, streamlining content, and improving website navigation. Freshdesk Messaging is one of several survey and messaging platforms that may help you gather consumer feedback and improve your shopping experience. Freshdesk Messaging is a messaging platform that combines artificial intelligence bots with your in-house customer support staff. Freshdesk Messaging features a free edition and additional versions come with a 30-day free trial.
Freshdesk Messaging is a great place to start.
How to Make Customer Satisfaction Surveys Work for Your Company
While each sort of survey has its own set of instructions, there are certain basic rules that organizations should follow when conducting customer satisfaction surveys to guarantee a smooth and productive process. For example, identifying your survey’s purpose ahead of time and enlisting the participation of all of your staff are critical elements in ensuring a successful survey.
When it comes to creating a customer satisfaction survey, there are six stages that every company should take:
Determine Your Requirements
Before you begin, make sure you understand why you need this survey and what insights you want to get from the findings. A product development survey, for example, will not be as useful as an NPS survey in lowering your customer turnover rate. You may pick the survey type that will provide you with the most relevant data if you first determine your survey’s purpose.
Select a Medium
You must choose a medium after calculating your demand and selecting a survey type. Will your survey be delivered through email, SMS, in-app, print, or in person? The majority of surveys are sent by email, although certain product development surveys may be conducted in person. Surveys that assess the usability of a website may be conducted as pop-up surveys on the site itself.
Choose a Survey Instrument
After you’ve decided on a survey type and distribution method, you’ll need to choose a survey tool that can handle the sort of survey you want to conduct. Price is obviously important, but consider if this is a one-time survey or if you want to implement customer satisfaction surveys into your company on an ongoing basis.
Create a System
After you have your survey type, medium, and software in place, it’s time to Create a System for executing your survey. If you are doing a survey with custom questions, this is when you would sit down and create them. This is also when you determine during which part of the buying process shoppers will receive their surveys. Be sure to show a copy of the survey to your employees, and let them know what their role is in the process if they have one.
Obtain feedback
Start tracking your findings now that your survey is up and running. Check comments on a regular basis for any recurring themes or possibilities to improve customer service. Make sure your workers have access to the consumer feedback if your survey program collects and analyzes data for you. If your survey technology doesn’t package feedback for you, handle it yourself using a spreadsheet or CRM software, and schedule frequent meetings with your team to exchange input.
Make a Difference
Setting up surveys and gathering feedback is only beneficial if you receive meaningful business insights. Change your company rules, better educate your personnel, or adapt your goods and services based on the recurring themes you see in the surveys.
Creating a Customer Satisfaction Survey: Some Pointers
One question at a time is the best way to go.
Make sure each question only has one variable. Customers are asked to rate two independent components in one response when asked “How satisfied are you with our product selection and pricing?” for example. This may result in erroneous findings and consumers who are unclear how to respond. Asking different questions, such as “How pleased are you with our product selection?” and “How satisfied are you with our pricing?” is a preferable option.
Customers should not be required to respond to every question.
If your survey contains multiple questions, Customers should not be required to respond to every question. in order to complete the survey. If customers are forced to answer a question they are unsure of, they will likely just abandon the survey altogether. Instead, make each question optional and include a space for comments either after each question or at the end of the survey.
Limit the number of open-ended questions you ask.
It’s crucial to provide room for customer comments if they wish to leave them, but keep the amount of open-ended questions to a minimum. Customers will not take the time to complete your survey if it seems like labor. The majority responses will come from shorter surveys with multiple-choice questions.
Most Commonly Asked Questions
How often should I update my survey?
In order to compare survey results across time with accuracy, you must use the same same survey each time. As a result, if you modify the survey’s introduction, distribution method, or any of the questions, you’ll have to start again with your tracking. That’s why it’s crucial to plan out your customer satisfaction survey well before launching it.
I’m not sure how frequently I should send out client satisfaction questionnaires.
Customer satisfaction surveys should be sent out just once per transaction. If you send surveys more regularly than that, it might become confusing. In general, you want to send out surveys often enough to keep your data current, but not so frequently that they upset your customers.
When is the optimum time to submit a satisfaction survey to customers?
You should ask clients for feedback as soon as possible after their purchase, preferably within 24 hours, when they are still remembering all the specifics. Send the survey a day or two after the consumers get their purchases if they were made online.
Conclusion
Every organization should use customer satisfaction surveys as a tool. They gather candid input in order to enhance services, boost consumer happiness, and foster loyalty. Customer satisfaction surveys may be as complicated or as simple as you want them to be—just make sure that whatever form of survey you employ is one that you can stick to. Many Customer Feedback Software Programs are available to assist in automating the process.
The “questionnaire on customer satisfaction” is a survey that asks customers about their experience with the company. It also gives them an opportunity to provide feedback, and it can be used for marketing purposes as well. The free templates will help you create your own questionnaire.
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