Satisfaction Surveys

Survey being completedThere are many types of satisfaction surveys: customer satisfaction, employee satisfaction, product satisfaction, client satisfaction, patient satisfaction, or student satisfaction surveys to name a few. These questionnaires can be administered in a number of modes: online, paper, kiosk,mobile, phone, or a one-on-one interview.The most commonly used satisfaction surveys are Customer Satisfaction Surveys, which measure how products and services supplied by a company meet or surpass customer expectations, and Employee Satisfaction Surveys, which measure employees’ attitudes, opinions, motivations, and satisfaction, which help the employer to identify areas of employee satisfaction or employee dissatisfaction, as the case may be.

Customer Satisfaction Surveys

A Customer Satisfaction Survey can help your organization:

  • Collect market research regarding opinions, trends, and competitors
  • Measure interest in new products and service offerings
  • Generate a targeted list of potential new customers

Collect – Measure – Generate

When is the Best Time to Administer a Customer Satisfaction Survey?

The best time to administer a customer satisfaction survey is when the customer experience is still fresh in the minds of your customers. If the survey is not administered immediately, you run several risk factors:

  • You may receive a less than accurate response.
  • The customer may forget some of the details of the customer interaction.
  • The respondent’s answers may be skewed by an experience from a later event.
  • The respondent may fabricate his answers because of confusion with other visits.
  • The respondent may confuse you with another company they visited.

Consider administering customer satisfaction surveys as an interview at the time of sale/service or as a self-guided survey at self-checkout vestibules.  If an immediate interview is not possible, collect the customers’ email addresses and email a customer satisfaction survey to their email inbox immediately upon sales/service transaction.

Employee Satisfaction Surveys

An Employee Satisfaction Survey can help your organization:

Measure – Benchmark – Improve

  • Measure employee satisfaction levels
  • Benchmark employee satisfaction results against previous data
  • Improve overall employee satisfaction and retention

How to Design an Employee Satisfaction Survey

The design of the employee satisfaction survey is important as it can have as much influence on the employee response rate as it can on the method in which the survey was completed.

The elements of a good employee survey are:

  • Each question must directly relate to, and be measured against, the main objectives of the survey.
  • The questionnaire must be easy to complete, and it should not aim to “trick” employees into answering questions.
  • Be considerate of time. An employee survey should take no longer than 15-20 minutes to complete.
  • Only ask sensible questions that employees can easily answer.
  • Group similar questions together.
  • Develop questions that will yield relevant and meaningful information for the organization.
  • The questionnaire must strike a balance between addressing the needs of employees and the needs of the organization.
  • The questionnaire must include open response questions that will allow employees to provide ideas for improvement and suggestions in the form of text comments.