How to measure consumer satisfaction

These tips help you create an efficient online customer survey in no time.

There is no denying that stakeholders feedback is extremely valuable to any type of organization. After all, who else is going to tell the people in charge whether they’re doing great or should move into a different direction? In other words, when it comes to consumer satisfaction, businesses and organizations need to continually keep their finger on the pulse. But how to measure consumer satisfaction so that it becomes clear what should be changed and what not? Why, with a survey, of course!
How to measure consumer satisfaction
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How to measure consumer satisfaction through surveys? 7 tips

Do you want to measure consumer satisfaction using a survey but don’t know where to start? No problem. Survey Anyplace is happy to give you tips to create an online customer survey that is both efficient and fun for respondents to take part in.

1. Include an incentive

A few exceptions aside, stakeholders generally don’t like taking part in surveys unless there’s something in it for them. Linking your survey to an incentive (a chance at winning a special prize, a discount, …) makes it all the more interesting for them to participate.

2. Create an interactive survey

‘Less is more’ doesn’t fly when it comes to consumer satisfaction surveys! Once you’ve gotten customers to take part, keeping them engaged is vital to prevent them from quitting the survey prematurely. Survey Anyplace enables you to create surveys that have all the bells and whistles with just a few clicks. You can easily add videos, cool animations, interactive scratch cards, animated slot machines, …

3. Make the survey compatible with multiple devices

As if getting stakeholders to participate in a survey isn’t hard enough, many respondents end up not completing the survey because it’s incompatible with their device. Play it safe by using Survey Anyplace to customize your survey for multiple platforms, so that it automatically adapts to the respondent’s screen.

4. Consumer satisfaction surveys work best with skip logic

There is no point in making your target audience answer questions that aren’t relevant to them. If anything, it will put them off your survey and leave you with no usable data whatsoever. Fortunately, creating a consumer satisfaction survey that has skip logic is not hard at all. Can’t wait to get started? Hold on. We’ve got even more exciting features for you to explore!

5. Make sure the survey covers all facets of consumer satisfaction

You will not be able to effectively measure consumer satisfaction unless your survey covers all of the following topics:

  • Does the product or service live up to your target audience’s expectations?
  • How likely is your target audience to recommend your organization to a friend?
  • How does your organization compare to the ‘ideal’ organization?
  • How likely is the prospect to become a loyal customer?
  • What are the stakeholder’s affective and cognitive impressions?

6. Ask each question at least three times

No, we don’t mean you should literally repeat each question. To be more precise, each component of satisfaction should gauged by at least three related questions. Each component of the questionnaire should consist of at least three related questions. For example, consumer satisfaction related to an organization’s premises can be gauged as follows:

  1. How satisfied are you with the seating capacity in the waiting area?
  2. How satisfied are you with our indoor directional signs?
  3. How satisfied are you with our air conditioning?

7. Basic demographics

Finally, the survey should include questions related to the stakeholder ’s personality and demographics as well in order to support proper market segmentation analysis. Launch your survey today!

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