What is a customer survey?

Make clear the purpose of customer survey, where our customer base is, what projects and services they need, what services our company can provide, what gap does our service have with customer requirements, how to eliminate the gap, how to compare our service with our competitors, how to catch up with and surpass them, and what to do if we can't surpass our competitors for the time being. Design the general coverage of the questionnaire, what is our service speed/service timeliness, whether the service action is accurate, and whether the service can match the previous commitment. When we received the complaint, did we deal with it promptly and effectively? When a customer asks for help, does our response time satisfy the customer? Compared with other enterprises, is our service level leading? Can we still provide those useful services to our customers? Is the information we provide timely and accurate? Are the service standards we provide clearly defined and can fully meet the requirements of customers? Among the three principles of questionnaire design, simplicity and practicality should be the first principle, and the specific contents can include: the opening remarks should be brief and explain the purpose of the survey; The questions are concise, and the respondents are easy to complete; Try to design the answer to the question as a tick option; Simplify the way customers answer, such as free mail or email, or other specific ways; The answers to the questions enable the respondents to rank the scores in the order of comparison, for example, from 1 to 5; The arrangement of words should be left blank, so as not to cause a visual sense of urgency, which in turn makes people feel stingy. Distinguishing before and after is convenient for respondents to answer questions and improve the recovery rate. The specific contents may include: putting the judgment question in front and the free question in the back; Put the easy answers in front and the difficult ones behind; Put the popularization question first, then the personal question. Fully consider the interests that customers deserve, such as: expressing sincere thanks to the respondents; Express the benefits of the respondent clearly, such as drawing a lottery from the answer; Emphasize that high-level people attach great importance to this survey; The special treatment of the answer sheet will have a certain incentive effect; Leave a space for customers to give full play to their personal opinions, so that the respondents' designers will respect the respondents' intentions.