Improvement is impossible without listening to feedback, but sometimes a weak client satisfaction survey can hamper the possibilities of attaining meaningful results. Crafting a useful phone survey is not as easy as it sounds. You have to make it short and to the point, but with enough information that it is valuable to your business. Here are few tips to aid you in creating a great client satisfaction survey.
1. Keep it short & sweet.
No one has time to spend 30 minutes on a survey. If your survey is too long no one will complete it. They’re going to lose interest after about three minutes so brevity is essential. Think about the simplest way to ask what you’re looking for and go with that. Don’t waste your clients’ time. That will make them anything but satisfied to complete your client satisfaction survey.
2. End your survey with an open-ended question.
Multiple-choice questions are easy to answer and analyze, but open-ended questions can produce really meaningful answers. Strike a balance by starting your survey with lots of nominal questions, but then end it with an open-ended question. Ask them to explain why they answered the way they answered. This gives the client the opportunity to really say what they think on a phone survey.
3. One question at a time.
What do you mean one question at a time? Why is that important? Why not four or five? Asking multiple questions without giving the respondent space to breathe is overwhelming. If you have double barrel questions it is only going to overwhelm your respondents on your client satisfaction survey. Choose one question at a time instead of trying to jam multiple thoughts into each question.
4. You don’t want leading questions, right?
That is an example of a leading question and it is exactly what you don’t want in your client satisfaction survey because it makes your answers unrepresentative of how your clients actually feel. Choose your vocabulary and wording carefully to keep your questions as unbiased as possible.
5. Add an incentive.
This is a proven method to get more respondents for your phone survey. Offer a discount on a purchase or a free gift for completing the survey. This can increase your response rate by 5 to 20 percent.
So here’s where TeleRep comes in…
At TeleRep, we understand how important call center services are to your business. That is why we pride ourselves on our professionalism and customer service training when handling incoming calls. We also specialize in alarm response and data entry as well. Stop making your customers feel under-appreciated with voicemail services; instead, let them know you care through TeleRep and hire a virtual receptionist today.
Learn about TeleRep and our overall live operator services today. We want to help your business excel. You can inquire about the effectiveness of the TeleRep nationwide call center and live answering services by calling 1-800-638-2000 or visit our contact page! Check us out on Facebook, Google+, Twitter, LinkedIn, and Pinterest as well!