10 Customer Satisfaction Surveys Mistakes to Avoid

1. 10 Customer Satisfaction Surveys Mistakes to Avoid By Zonka Feedback www.zonkafeedback.com

2. What do you do when you first start creating your Customer Satisfaction Survey? You'd probably just google it and see the top questions and add them to your survey. That's where I'd like to stop you and ask you to first answer the question - why are you conducting a Customer Satisfaction Survey? www.zonkafeedback.com

3. Customer Satisfaction Surveys Mistakes Not Defining Clear Survey Goal Not including Customer Demographic Questions Creating Surveys Too Short or Too Long Forcing Customers to take the Survey Asking Vague Questions Rushing to Publish the Survey without Review Adding only Quantitive or Open-Ended Questions Adding a lot of Technical Language in the Survey Gathering Undesired or Irrelevant Feedback Creating Biased Questions www.zonkafeedback.com www.zonkafeedback.com

4. Customer Satisfaction Survey Mistakes Survey Goal is not clear Before creating a survey, it’s vital to understand the objective and craft the questions accordingly. For instance, different types of questions would be asked in two different scenarios- understanding the reasons behind decreased subscriptions and gathering feedback for a newly added product feature. How to fix it? Define Survey Goal Ask questions relevant to the Goal www.zonkafeedback.com www.zonkafeedback.com

5. Customer Satisfaction Survey Mistakes Creating very long or short Surveys Do you often get confused about whether to keep your surveys short or long? Keep the questions just sufficient instead. Don't ask unnecessary questions or don't miss out on the most important ones. How to fix it? Keep the survey between 3-7 questions Don't ask questions that add no value Don't skip questions that are very important for your analysis www.zonkafeedback.com www.zonkafeedback.com

6. Customer Satisfaction Survey Mistakes Asking Vague Questions Vague Question Asking Vague Questions leads to Vague Answers and Results. How to fix it? Non-Vague Question Ask specific questions to gain useful insights about certain aspects about your brand/products/services. www.zonkafeedback.com www.zonkafeedback.com

7. Customer Satisfaction Survey Mistakes Adding only Quantitive or Open-Ended Questions Open-Ended Question Asking more open-ended questions leads to unstructured answers. Closed-Ended Question How to fix it? Include more Closed-Ended Questions in your Surveys with specific answers. www.zonkafeedback.com www.zonkafeedback.com

8. Customer Satisfaction Survey Mistakes Gathering undesired or irrelevant feedback When creating surveys, you will come across a lot of questions that seem popular and you may include them in your survey. For example, most restaurant surveys and hotel surveys include a question about 'How did you hear about us?'. While this could be a very important question if your marketing team is basing advertising activities based on the answers. But if you're not using this data for any purpose, it will be irrelevant to you. How to fix it? Customize your Survey Templates to your requirements Make sure every question adds value to your business www.zonkafeedback.com www.zonkafeedback.com

9. Customer Satisfaction Survey Mistakes Skipping to ask Demographic Questions Demographic Questions are those that help you identify your respondents and know them better. They are very helpful for analyzing the type for visitors and customers you have. How to fix it? Include more Demographic Questions in your Surveys. Note: Keep these non-mandatory so those customers who don't wish to share information can skip. www.zonkafeedback.com www.zonkafeedback.com

10. Customer Satisfaction Survey Mistakes Forcing your Customers to take the Survey Who would like to receive reminders every day? No one. Your customers are no different. Treat them the way you would like to be treated. Sending them a daily reminder is forcing them to take part in surveys is frustrating, and they might stop doing business with you or switch to your competitors. How to fix it? Don't send more than two reminders for a survey Don't send the reminders very frequently Automate sending Email Survey Reminders with Zonka Feedback www.zonkafeedback.com www.zonkafeedback.com

11. Customer Satisfaction Survey Mistakes Adding only Quantitive or Open-Ended Questions Do you review your surveys thoroughly before publishing them? Every business works on a deadline, and that’s how projects get completed on time. It’s essential to complete a survey and publish it on time, but it has to be accurate as one mistake can further increase the workload for the future. How to fix it? Review your survey thoroughly Share the survey with your team members to get their feedback www.zonkafeedback.com www.zonkafeedback.com

12. Customer Satisfaction Survey Mistakes Adding Too Many Technical Questions Technical Question Asking more open-ended questions leads to unstructured answers. Non-Technical Question How to fix it? Include more Closed-Ended Questions in your Surveys with specific answers. www.zonkafeedback.com www.zonkafeedback.com

13. Customer Satisfaction Survey Mistakes Adding Double Barred Questions Double Barred Question Double Barred questions are questions where you touch upon more than one aspect but have space for response for only one. How to fix it? Separate Questions Avoid combining two questions in a single question as it can confuse surveyors. Break the two parts of the question and ask separate question for each part. www.zonkafeedback.com www.zonkafeedback.com

14. START MEASURING CUSTOMER SATISFACTION SIGN UP NOW Try for Free for 15 days. No credit card required Set up in less than 15 minutes Choose from Expert Customer Satisfaction Survey Templates Measure Customer Satisfaction with Satisfaction Survey Software www.zonkafeedback.com

15. CONTACT US www.zonkafeedback.com hello@zonkafeedback.com +91-9999849771, +1 646 846-6000, +44 2033 896000 START MEASURING CUSTOMER SATISFACTION www.zonkafeedback.com