What are the methods of customer satisfaction survey?

1. Comment cards and suggestion boxes

We can see them in many public places, on desks in hotels, at the service counters in shopping malls and business halls, and in restaurants. On the back of table cards, inside pages of magazines…. Customers are generally asked to make choices on a scale of 1-5 on issues such as hygiene, quality, price, speed and attitude of service. The content of the comment card is relatively short, and most of them only need to be checked by the customer. The suggestion box is different, it is a way for customers to record based on their own feelings. As a suggestion box, we often find that it becomes a space for consumers to vent their dissatisfaction. We should track the cause of the problem through customer complaints so that solutions can be found.

2. Website Survey

The Internet is a good tool to measure customer satisfaction. With the continuous advancement of technology, it is very convenient to set up a website. You can understand customers' expectations for products or services through customer feedback, and enhance the company's insight into product improvement. Many companies mark relevant URLs on invoices and instructions, and encourage customers to participate in customer satisfaction surveys online. Common questions when using website surveys generally range from the professionalism of the staff, wait times for service, cleanliness of the facility and price. The website encourages customers to provide suggestions for improving its services or products. Online surveys are not only low-cost, but also allow customers to choose their time more freely and make it easier for them to think. Nowadays, many companies have established their own official websites on FACEBOOK and Weibo, hoping to better communicate with customers, and it is also a good way to publicize and promote themselves.

3. Telephone survey

Many companies conduct telephone surveys through call centers. Taking into account the customer's patience, the questionnaire design is more effective within 15 minutes. Telephone surveys are more expensive than the previous two methods, but they increase a lot of emotional communication with customers and make it easier for customers to feel happy in form. Especially conducting surveys after receiving services or purchasing products will not only leave a deep impression on customers and make them feel valued, but also help solve some problems in a timely manner. Some companies use a third party to conduct telephone surveys. They need to have certain training on the business knowledge of interviewers, or have a good process to promptly assist customers with questions raised during the telephone survey process.

IV. Customer interviews

Interviews will take up a lot of customers' time. Due to time and location constraints, such interviews are the most difficult and costly to conduct. But it is certain that there are some customers who are willing to communicate and provide suggestions for improvement. Listen to customers’ opinions and feelings on brand, quality, service and business processes through interviews, and also discuss customer needs and expectations reflected in the first three survey methods. The realization of corporate value must start from customer needs, achieve customer satisfaction and pursue customer loyalty.