January 14th, 2013
Chad Jones ask me for advice and ideas on putting together a customer satisfaction survey of his customers. Chad says:
I want to create an anonymous online survey my clients can take after my last communication with them (invoice for payment in my case). The objective is to get insight into how my real estate photo business is running and perceived from my clients. I’m just stuck on what questions I should ask.
I think this is a great idea. You should always be looking for feedback from your customers. Some will customers will tell you what they think whether you want to hear it or not but for others you need to draw it out of them and provide them with a way of being anonymous.
First of all there’s a great way to survey up to 200 customers per month with a survey that has up to 10 questions for free. It’s called Polldaddy.com. I’ve used it for years. I use it for all the polls on the blog but it works great for surveys too. Here’s a little demo survey I setup at polldaddy.com. Setting up a survey is very easy and intuitive. There are a bunch of convenient ways to link to and embed the surveys. Now the question is what questions do you ask?
Here is my take on survey questions:
- 10 questions is more than enough! I personally hate long intricate surveys. I think a few radio button or multiple choice check-box questions are plenty.
- I would start by asking for a general 5 level satisfaction indication and then let them tell you why it’s high or low. This way you’re not constraining their answers and then you can look for common complaints.
- I think it’s important to have several text key-in boxes where customers can give you feedback that is completely open and unstructured. That is let them say what they want instead of just click radio buttons or check boxes.
Chad wants to hear your ideas too on what a good RE photographer customer satisfaction survey should could contain. What questions would you ask?