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Customer Satisfaction - Survey Sample Tips
1.
Sample Survey Questions, Answers
and Tips
2.
1601 Trapelo Road Suite
329 Waltham, MA 02451 www.constantcontact.com Constant Contact, Inc. reserves the right to make any changes to the information contained in this publication without prior notice. Copyright © 1996-2008, Constant Contact, Inc. all rights reserved. Unpublished – Rights Reserved under Copyright Law of the United States. Use of a copyright notice is precautionary only and does not imply publication or disclosure. This document contains proprietary and confidential information of Constant Contact, Inc. Use, disclosure, or re- production is prohibited without the prior express written consent of Constant Contact, Inc. For inquiries regarding reproduction or distribution of any Constant Contact material, please contact legal@constantcontact.com. Trademarks Brush Up, Constant Contact, the Constant Contact Logo, Connect Up, Do-It-Yourself Email Marketing, Email Marketing 101, Email Marketing Diva, Email Marketing Hints & Tips, Listen Up, Open Up, SafeSubscribe, SafeUnsubscribe, Speak Up, Survey 101, Survey Hints & Tips and The Smart Way to Reach Your Customers are trademarks, service marks, or registered trademarks or service marks of Constant Contact, Inc. All other company and product names may be trademarks or service marks of their respective owners. Restricted Rights Legend Use, duplication, or disclosure by the Government is subject to restrictions as set forth in subdivision (c)(1)(ii) of the Rights in Technical Data and Computer Software clauses as DFARS 252.227-7013 (October 1988) and FAR 52.227-19 (c) (June 1987).
3.
Sample Survey Questions,
Answers and Tips| Page 3©Constant Contact, Inc. All rights reserved. Contents Customer Satisfaction 4 Customer Support / Service Call Follow-up 6 Service Delivered Follow-up 8 Event Planning 8 Event Satisfaction (Post Event) 10 Membership Satisfaction 13 Newsletter Satisfaction 15 Website Satisfaction 17 Product Reviews 19 Understanding the Varied Interests of your Audience 19 Understanding your Brand 21
4.
Sample Survey Questions,
Answers and Tips| Page 4©Constant Contact, Inc. All rights reserved. About these Sample Questions These sample questions are provided to help you determine what you should ask in a survey as well as what ques- tion type . The following are some sample questions for inspiration. Note: Don’t forget that as part of Constant Contact’s Survey product, there are many professionally written and easily editable templates with many more suggestions for you. Customer Satisfaction Questions to Ask Suggested Question Type Additional Suggestions How long have you used our products/service? Single-select multiple choice Answer choices might include: Less than 6 months• 1 year to less than 3 years• 3 years to less than 5 years• 5 years or more• Which of our products/ser- vices do you use? Multi-select mul- tiple choice The answer choices will vary based on the products you offer. - Be sure to include an “Other” choice. How frequently do you pur- chase from us? Single-select multiple choice Answer choices might include: • Every day • Every week • Every 2 - 3 weeks • Every month • Every 2 - 3 months • Every 4 - 6 months • Once or twice a year How would you rate your overall satisfaction with us? Rate one item on a scale Include a Comments area in the question to find out why respondents rated you as they did. You might want to include rating scale answer choices such as: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied
5.
Sample Survey Questions,
Answers and Tips| Page 5©Constant Contact, Inc. All rights reserved. Customer Satisfaction Continued... Questions to Ask Suggested Question Type Additional Suggestions How likely is it that you would recommend us to a friend/colleague? Rate one item on a scale Include a Comments area to find out why respondents rated you as they did. Answer choices might include: • Very likely • Somewhat likely • Neutral • Somewhat unlikely • Very unlikely Please rate us on the follow- ing attributes: Rate items on a scale You might want to include rating scale answer choices such as: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied You might also ask readers to rate you on the following attributes: • Customer service • Professionalism • Quality of products/ser vices • Customers’ needs • Sales staff • Price How likely are you to contin- ue doing business with us? Rate one item on a scale Include a Comments area in the question to find out why respondents rated you as they did. Answer choices might include: • Very likely • Somewhat likely • Neutral • Somewhat unlikely • Very unlikely Do you have any suggestions for improving our products/ services? Open-ended text When creating the open-ended text question, you may wish to give respondents as much room as possible for their suggestions, choos- ing “10 Lines of Text/500 Characters” for the “Limit answers to” option.
6.
Sample Survey Questions,
Answers and Tips| Page 6©Constant Contact, Inc. All rights reserved. Customer Satisfaction Continued... Questions to Ask Suggested Question Type Additional Suggestions Please indicate your gender. Single-select multiple choice Answer choices would include “Female” and “Male”. It’s also polite to include a “Prefer not to answer” choice. Which range includes your age? Single-select multiple choice Make sure the age ranges don’t overlap, which may cause confusion amongst your respon- dents. It’s also polite to include a “Prefer not to answer” choice. Example answer choices might be: • Younger than 18 • 18 - 24 • 25 - 34 • 35 - 44 • 45 - 54 • 55 - 64 • 65 or older • Prefer not to answer Customer Support / Service Call Follow-up Questions to Ask Suggested Question Type Additional Suggestions How satisfied are you overall with our customer support? Single-select multiple choice Answer choices might include: Very satisfied• Somewhat satisfied• Neutral• Somewhat dissatisfied• Very dissatisfied• How satisfied were you with how the support staff resolved your most recent problem? Single-select multiple choice Answer choices might include: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied If your problem was not resolved, did our staff offer to follow-up after the call? Single-select multiple choice Answers choices would include “Yes” and “No”
7.
Sample Survey Questions,
Answers and Tips| Page 7©Constant Contact, Inc. All rights reserved. Customer Support / Service Call Follow-up Continued... Questions to Ask Suggested Question Type Additional Suggestions Please rate our customer service representative on the following attributes. Rate items on a scale You might want to include rating scale answer choices such as: • Very Poor • Poor • Fair • Good • Very Good You might ask readers to rate the following features of your newsletter: • Responsiveness • Professionalism • Politeness • Knowledge of the problem • Efficiency in solving the problem • Manner of handling follow-up questions How long did you have to wait on the telephone before the customer support repre- sentative was available? Single-select multiple choice Answer choices might include: • Less than 1 minute • 1 to less than 3 minutes • 3 to less than 5 minutes • 5 to less than 10 minutes • 10 minutes or over How long did it take for customer support to resolve your problem? Single-select multiple choice Answer choices might include: • Less than 5 minutes • 5 minutes to less than 10 minutes • 10 minutes to less than 20 minutes • 20 minutes to less than 30 minutes • 30 minutes or more • Next day • More than a day • Problem did not get resolved How many times did you contact customer support before your problem was resolved? Single-select multiple choice Answer choices might include: • Once • Twice • Three times • More than three times • Problem is still unresolved
8.
Sample Survey Questions,
Answers and Tips| Page 8©Constant Contact, Inc. All rights reserved. Customer Support / Service Call Follow-up Continued... Questions to Ask Suggested Question Type Additional Suggestions Do you have any suggestions for improvement? Open-ended text When creating the open-ended text question, you may wish to give respondents as much room as possible for their suggestions, choos- ing “10 Lines of Text/500 Characters” for the “Limit answers to” option. Service Delivered Follow-Up Questions to Ask Suggested Question Type Additional Suggestions Please complete the follow- ing. The service... Single-select multiple choice Be sure to include a “Comments” area. Answer choices might include: • Was better than expected • Matched expectations • Was worse than expected Please indicate your level of satisfaction with the follow- ing attributes of our service. Rate items on a scale Be sure to include a “Comments” area. The rating scale might be: • Very Dissatisfied • Somewhat Dissatisfied • Neutral • Somewhat Satisfied • Very Satisfied Items to rate might include: • Delivery of service • Quality of training provided to your staff • Methods of communication • Quality of support • Quality of proposals created • Price • Post-service follow-up • Knowledge of our staff Do you have any suggestions for improvement? Open-ended text When creating the open-ended text question, you may wish to give respondents as much room as possible for their suggestions, choos- ing “10 Lines of Text/500 Characters” for the “Limit answers to” option.
9.
Sample Survey Questions,
Answers and Tips| Page 9©Constant Contact, Inc. All rights reserved. Service Cancellation Follow-Up Questions to Ask Suggested Question Type Additional Suggestions How long did you use our ser- vice before you cancelled it? Single-select multiple choice Answer choices might include: • Less than 6 months • 6 months to less than 1 year • 1 year to less than 3 years • 3 years to less than 5 years • 5 years or more Why did you cancel our service? Select all that apply. Multi-select mul- tiple choice Be sure to include an “Other” choice. Answer choices might include • Did not need it anymore • Service was inconvenient to use • Unhappy with customer service • High cost of service • Unhappy with payment plan If you switched to another service provider, please indicate your reasons for doing so. Select all that apply. Multi-select mul- tiple choice Be sure to include an “Other” choice. Answer choices might include: • Better quality of service • Service is easier to use • Better access to service • Better customer service • Better price • Better payment plan Event Planning Questions to Ask Suggested Question Type Additional Suggestions Rank what is most important to you in attending an event. Rank items nu- merically Depending on your event planning needs, you might include answer choices such as: • Convenience of event location • Cost • Availability of parking • My interest in the scheduled speakers • Topics covered are useful to me • Timing of event fit into my schedule • Availability of networking time
10.
Sample Survey Questions,
Answers and Tips| Page 10©Constant Contact, Inc. All rights reserved. Event Planning Continued... Questions to Ask Suggested Question Type Additional Suggestions What day/time do you prefer to attend an event? Single-select multiple choice OR Multi-select mul- tiple choice If you want respondents to choose their top choice for a day/time, make the question a single-select question. If you want to know all of the days/times that they would be able to attend the event, make the question a multi- select question. To help us pick a convenient location, please enter your zip code. Open-ended text How far are you willing to travel? Single-select multiple choice Do you prefer networking before, during or after an event? Single-select multiple choice OR Multi-select mul- tiple choice Rate your preference of an event on the following topics. Do you have any suggestions for topics? If so, what? Single-select multiple choice Use “Yes” and “No” for the answer choices, then include a Comments area to capture the suggested topics. Do you have any suggestions for speakers? If so, what? Single-select multiple choice Use “Yes” and “No” for the answer choices, then include a Comments area to capture the suggested speakers. Event Satisfaction (Post Event) Questions to Ask Suggested Question Type Additional Suggestions How satisfied are you with the event? Rate one item on a scale Include a Comments area to find out why respondents rated the event as they did. Your rating scale might be: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied
11.
Sample Survey Questions,
Answers and Tips| Page 11©Constant Contact, Inc. All rights reserved. Event Satisfaction (Post Event) Continued... Questions to Ask Suggested Question Type Additional Suggestions Please rate your satisfaction with the following parts of the event. Rate items on a scale You might want to include rating scale answer choices such as: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied You might list sessions and/or speakers from your agenda or you might ask readers to rate the following more general attributes of your events: • Cost • Location • Exhibits/sessions • Ease of transportation or parking • Length of event • Topic/theme • Profile of other attendees • Food and beverages provided at breaks How likely are you to recom- mend this event to a friend or colleague? Single-select multiple choice Include a Comments area in the question to find out why respondents rated the event as they did. Why did you attend our event? Select all that apply. Multi-select mul- tiple choice Be sure to include an “Other” choice. Answer choices might include: • For networking • Interest in event topic • To support the organization • You know the organizers or participants How did you learn of our event? Select all that apply. Multi-select mul- tiple choice Be sure to include an “Other” choice. Answer choices might include: • In the media (newspaper, magazine, trade journal, billboards, etc) • Business network • Membership announcement • Through a friend • On the internet • While passing the event location
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Sample Survey Questions,
Answers and Tips| Page 12©Constant Contact, Inc. All rights reserved. Event Satisfaction (Post Event) Continued... Questions to Ask Suggested Question Type Additional Suggestions How did you learn of our event? Single-select multiple choice Include an “Other” choice so you can capture data from people who learned of the event from a source you did not anticipate. Answer choices might include: • Word of mouth • Website • Direct mail • Email message • Flyer What were your greatest take-aways from the event? Open-ended text Was the duration of the event: Single-select multiple choice Answer choices might include: • Much too long • A little long • Just right • A little short • Much too short Was the price of the event: Single-select multiple choice Answer choices might include: • Very expensive • Somewhat expensive • Priced right • Somewhat inexpensive • Very inexpensive Which of our other events are you aware of? Multi-select mul- tiple choice Please provide suggestions for improving our future events Open-ended text When creating the open-ended text question, you may wish to give respondents as much room as possible for their suggestions, choos- ing “10 Lines of Text/500 Characters” for the “Limit answers to” option.
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Sample Survey Questions,
Answers and Tips| Page 13©Constant Contact, Inc. All rights reserved. Membership Satisfaction Questions to Ask Suggested Question Type Additional Suggestions How long have you been a member? Single-select multiple choice Answer choices might include: • Less than 6 months • 6 months to less than 1 year • 1 year to less than 3 years • 3 years to less than 5 years • 5 years or more Why did you become a mem- ber? Select all that apply. Multi-select mul- tiple choice Be sure to include an “Other” choice. Answer choices might include: • Wanted the membership benefits • Interest in member only events • Networking opportunities • You were given the membership • Needed to join for business reasons Overall, how satisfied are you with your membership? Single-select multiple choice Be sure to include a “Comments” area. You might want to include rating scale answer choices such as: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied How likely are you to rec- ommend our membership program? Single-select multiple choice Answer choices might include: • Very likely • Somewhat likely • Neutral • Somewhat unlikely • Very unlikely
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Sample Survey Questions,
Answers and Tips| Page 14©Constant Contact, Inc. All rights reserved. Questions to Ask Suggested Question Type Additional Suggestions How often do you use the following benefits? Rate items on a scale The rating scale might include: • Very infrequently • Infrequently • Frequently • Very frequently • Do not use • Was not aware of The benefits to ask about will vary according to your organization but might include: • Newsletter • Discounts to events • Access to research • Access to member directory • Opportunity to speak at events What is your level of satis- faction with the following benefits? Rate items on a scale The benefits will vary according to your orga- nization but would be the same as those in the “How often do you use the following benefits?” question above. The rating scale might include: • Very Unsatisfied • Somewhat Unsatisfied • Neutral • Somewhat Satisfied • Very Satisfied Please rank, in order of importance from most important to least important, the following reasons for becoming a member of our organization. Rank items The reasons to rank will vary depending on your organization. Do you have any suggestions for improving the overall membership experience? Open-ended text When creating the open-ended text question, you may wish to give respondents as much room as possible for their suggestions, choos- ing “10 Lines of Text/500 Characters” for the “Limit answers to” option. Membership Satisfaction Continued...
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Sample Survey Questions,
Answers and Tips| Page 15©Constant Contact, Inc. All rights reserved. Newsletter Satisfaction Questions to Ask Suggested Question Type Additional Suggestions What is your overall satisfac- tion with the newsletter? Rate one item on a scale You might want to include rating scale answer choices such as: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied How often do you read our newsletter? Single-select multiple choice Answer choices might include: • Always • Frequently • Sometimes • Rarely • Never Rate your satisfaction with the following features of this newsletter. Rate items on a scale You might want to include rating scale answer choices such as: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied You might ask readers to rate the following features of your newsletter: • Length • Content • Layout • Images • Color How relevant do you find the information in the newslet- ter? Rate one item on a scale Answer choices might include: • Very relevant • Somewhat relevant • Not at all relevant
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Sample Survey Questions,
Answers and Tips| Page 16©Constant Contact, Inc. All rights reserved. Questions to Ask Suggested Question Type Additional Suggestions Please rank each part of the newsletter in order of impor- tance to you. Rank items nu- merically Depending on what content you typically include in your newsletters, you might include choices such as: • News • Tips and Tricks • Calendar of Events • Industry Trends • Featured Article • Quick Links What can we do to improve? Open-ended text When creating the open-ended text question, you may wish to give respondents as much room as possible for their suggestions, choos- ing “10 Lines of Text/500 Characters” for the “Limit answers to” option. Would you be interested in providing content for this newsletter? Single-select multiple choice Use “Yes” and “No” for the answer choices, then include a Comments area to capture the respondent’s ideas. When is the optimal day to receive this newsletter? Single-select multiple choice When is the optimal time of day to receive this newslet- ter? Single-select multiple choice How often would you like to receive this newsletter? Single-select multiple choice Newsletter Satisfaction Continued...
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Sample Survey Questions,
Answers and Tips| Page 17©Constant Contact, Inc. All rights reserved. Website Satisfaction Questions to Ask Suggested Question Type Additional Suggestions How satisfied are you with our website? Rate a single item Answer choices might include: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied How did you learn of our website? Select all that ap- ply. Multi-select mul- tiple choice Be sure to include an “Other” choice and a Comments area. Answer choices might include: • Newspaper or magazine article • Friend/colleague • (Your company name) employee • Company materials • Google search • Yahoo search • Another search engine (please put the name in the Comments area below) • Surfing the web On your last visit, what was your primary reason for visit- ing our website? Single-select multiple choice Be sure to include an “Other choice. Answer choices might include: • Seeking company information • Seeking product information • Seeking contact information • Product purchase • To find calendar/schedule • Seeking store hours • Seeking store location/directions How often do you visit our website? Single-select multiple choice Answer choices might include: • Daily • Weekly • Monthly • Quarterly • Annually
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Sample Survey Questions,
Answers and Tips| Page 18©Constant Contact, Inc. All rights reserved. Questions to Ask Suggested Question Type Additional Suggestions Please rate the following at- tributes of our website. Rate items on a scale You might want to include rating scale answer choices such as: • Very satisfied • Somewhat satisfied • Neutral • Somewhat dissatisfied • Very dissatisfied You might ask visitors to rate the following features of your web site: • Ease of navigation • Freshness of content • Accuracy of information • Quality of content • Quantity of content • Layout/design • Customer support Meeting your needs How likely are you to visit our website again? Single-select multiple choice Answer choices might include: • Very likely • Somewhat likely • Neutral • Somewhat unlikely • Very unlikely Do you have any suggestions for improvement? Open-ended text When creating the open-ended text question, you may wish to give respondents as much room as possible for their suggestions, choos- ing “10 Lines of Text/500 Characters” for the “Limit answers to” option. Website Satisfaction Continued...
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Sample Survey Questions,
Answers and Tips| Page 19©Constant Contact, Inc. All rights reserved. Product Reviews Questions to Ask Suggested Question Type Additional Suggestions Have you used this product? Single-select multiple choice Use “Yes” and “No” for the answer choices. How do you rate this item on a scale of 1 to 5, with 1 being Extremely Dissatisfied and 5 being Extremely Satisfied. Rate a single item Your answer options would be: • 1 • 2 • 3 • 4 • 5 The text of the question tells respondents the meaning of that scale. Please type your review in the space below. Open-ended text When creating the open-ended text question, you may wish to give respondents as much room as possible for their suggestions, choos- ing “10 Lines of Text/500 Characters” for the “Limit answers to” option. Understanding the Varied Interests of your Audience (Segmenting- use the survey results to break your contacts into lists with similar interests so you can target your communications. ) Questions to Ask Suggested Question Type Additional Suggestions How long have you been a customer? Single-select multiple choice Answer choices might include: • Less than 6 months • 6 months to less than 1 year • 1 year to less than 3 years • 3 years to less than 5 years • 5 years or more What products / services of ours do you use? Multi-select mul- tiple choice Answer choices will vary based on the prod- ucts/services you offer. Be sure to include an “Other” choice. How frequently do you use our products/services? Single-select multiple choice Answer choices might include: • Every day • Every week • Every 2 - 3 weeks • Every month • Every 2 - 3 months • Every 4 - 6 months • Once or twice a year
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Sample Survey Questions,
Answers and Tips| Page 20©Constant Contact, Inc. All rights reserved. Questions to Ask Suggested Question Type Additional Suggestions How important were each of the following attributes in your decision to purchase our product/service? Rate items on a scale You might want to include rating scale answer choices such as: • Very important • Somewhat important • Neutral • Somewhat important • Very important You might ask readers to rate the following attributes: • Pricing • Ease of use • Quality of products/services • Responsiveness of support staff • Store location Do you purchase mainly in the physical retail store or online? Single-select multiple choice What city do you live in? Single-select multiple choice Include an “Other” choice so you can capture data from people who do not live in one of the cities you list. Please indicate your gender. Single-select multiple choice Answer choices would include “Female” and “Male”. It’s also polite to include a “Prefer not to answer” choice. Which range includes your age? Single-select multiple choice Make sure the age ranges in your choices don’t overlap, which may cause confusion amongst your respondents. It’s also polite to include a “prefer not to answer choice”. Example answer choices might be: • Younger than 18 • 18 - 24 • 25 - 34 • 35 - 44 • 45 - 54 • 55 - 64 • 65 or older • Prefer not to answer Understanding the Varied Interests of your Audience Continued...
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Sample Survey Questions,
Answers and Tips| Page 21©Constant Contact, Inc. All rights reserved. Understanding your Brand Questions to Ask Suggested Question Type Additional Suggestions Have you purchased or used our products/services within the past year? Single-select multiple choice Answer choices would be “Yes” and “No”. When you hear our business- es name, what main idea comes to mind (something we stand for)? Open-ended text OR Single-select multiple choice Which question type you select depends upon whether you already have ideas you have tried to convey through your marketing or advertis- ing as well as the number of survey responses you expect to receive. If you expect many responses, you may wish to use a multiple choice question for ease of analyzing the data; otherwise, an open-ended question may lead you to find unexpected trends in responses. If you use multiple choice, include an “Other” choice. What do we do that makes us unique from competitors? Open-ended text OR Multi-select mul- tiple choice Depends if you already have competitive differ- ences you’ve tried to message. See previous suggestion. What is our business’ spe- cialty? Open-ended text OR Multi-select mul- tiple choice Depends if you already have specialties you have tried to convey. See previous suggestion. Compared with competitors, where do we rank in this specialty? Rate one item on a scale Answer choices might include: • Much better than competitors • Somewhat better than competitors • The same as competitors • Somewhat worse than competitors • Much worse than competitors If we aren’t #1, who is and why? Open-ended text OR Multi-select mul- tiple choice Depends if you have identified competitors. See previous suggestion. What do you want or need most from businesses in this specialty? Open-ended text Is there an unaddressed need that we should focus on? If Yes, what is it? Single-select multiple choice Use “Yes” and “No” for the answer choices, then include a Comments area to capture the need.
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