Tips for Writing a Great Feedback Survey
What are the tips for writing a great customer feedback survey?
- Give your survey a title.
- Briefly describe the purpose and goal of the survey.
- Set the scope and your focus.
- Ask one question at a time.
- Use closed-ended and open-ended questions appropriately.
- Ask only relevant and unbiased questions.
- Use simple words and terms that are easy to understand.
- Never ask for sensitive information.
- Thank your respondents.
Customer feedback is crucial to know where your business can improve. However, it’s not all the time that your customers have the chance to express their opinions or share their experience with your products and services. Luckily, there’s a customer satisfaction survey tool that you can use to make your customers more reachable and your feedback questionnaire more accessible and convenient for them.
But how do you make sure that they finish the survey, and don’t get bored halfway through? In this article, we will share tips for writing a great customer feedback survey, so keep reading!
Give Your Survey a Title
A survey title quickly tells your customers what your survey is all about. It also gives them an impression and idea of what is expected of them. When you write your survey title, make sure that it reflects your survey and that it’s not misleading.
It’s also better to make it sound like you’re personally addressing and encouraging them to take the survey. For example, you can write, “(Name of Your Customer), share your thoughts and experience with (Name of Your Company)!”
Briefly Describe the Purpose and Goal of the Survey
You need to provide your customers with a good reason why taking the survey is worth their time. Write a short introduction of why you are surveying, followed by clear instructions. Make sure to have a customer-centric approach by highlighting how the results of the survey will be used to benefit them in the end. You can also indicate in this section how long it will take to complete the survey, so they can gauge their time better.
Set the Scope and Your Focus
You have to set the boundaries of your survey. If your survey is about a specific product, focus on that product. Likewise, limit your questions to customer service if that’s the focus of your survey.
It would help you and your survey participants if you include the scope and focus in your description. Otherwise, they will have to guess what you are after based on the questions themselves, which might lead to uncertain answers.
Ask One Question at a Time
Don’t bombard your customers with multiple questions at once. If you ask two different questions that share the same possible answers at the same time like “Yes” or “No”, for example, your customers will likely be confused as the first question for them may be a “Yes” while the second one may be a “No” and vice versa.
Thus, organize your survey questions and make sure that they answer one question first before they proceed with the next one.
Use Closed-ended and Open-ended Questions Appropriately
Closed-ended questions allow you to limit your customer’s responses to a set of fixed possible options. For example, when you ask how satisfied a customer is on a scale of 1 to 5, you are the one to determine the choices they have, and they cannot give answers beyond those boundaries.
On the other hand, open-ended questions help you gain deeper insights and interpret your customer’s level of satisfaction via a more qualitative approach by allowing them to explain their answers and give personal suggestions. For example, when you ask why a customer likes a certain product or service, you are allowing them to list the benefits that apply to them personally.
When you write your survey questionnaire, make sure to utilize both structured (closed-ended) and unstructured (open-ended) questions, so that your questions do not lead to ambiguous answers yet still allow your customers to freely express their thoughts.
Ask only Relevant and Unbiased Questions
Word your questions in a way that does not give any hint that your customers should pick a certain answer. A leading, loaded, suggestive, or trick question won’t help you get the accurate answers that you need, and it might even annoy your customer.
An example of a seemingly-suggestive and biased question is: “We are the most trusted brand and agency that provides the most reliable products and services in the Philippines. Do you think we deserve to be recommended to your family and friends?”
Trick questions like the one above are manipulative and discourage genuine answers. So instead, ask neutral questions like, “Would you recommend us to your family and friends?”—just as simple as that. Also, do not ask questions that are irrelevant to your survey and customers; that would only waste both of your time.
Use Simple Words and Terms that are Easy to Understand
Avoid using jargon or technical terms that your customers are not easily familiar with. Always stick to simple words to avoid confusion, and so that your customers won’t have a hard time completing your survey. Remember, you’re asking for people’s time as well as their feedback, so don’t waste it!
Never Ask for Sensitive Information
Thank Your Respondents
Finally, before you end your survey, thank your participants for their time and honesty. This is the most polite and appreciative way to end your survey, so make sure that you include it. Make it known that you acknowledge and value their effort through a simple thank-you message.
Writing a series of questions is easy, but writing a quality feedback survey requires more consideration and preparation. As you reach the end of this article, we hope that these tips for writing a great customer feedback survey can help your business achieve its goals.
If you’re writing blogs for your business, WordPress survey plugins can also benefit you in terms of valuable feedback. For inquiries and information about the website survey tool that gathers, analyzes, and converts, contact Qeryz today!