7. December 2011 14:24
Here is an example of a customer service survey, which you can try surveying your customers with.
Types of questions to use
When writing customer service surveys, you can choose from the following types of questions (I've added an example for each one): Closed question (1 possible selection, multiple choice checkbox type) Please state your marital status:O SingleO MarriedO DivorcedO Rather not say* *) Note: for privacy related questions I often add a "rather not say" choice, unless of course it's essential for the survey. Open question (text field type) Describe one function you would like to see in our software:______________________________________________________________________________________________________________________________________________________ Identification (Identifying the customer) Please state your full name or email address:__________________________________________________ Multiple Choice (more possible selections, checkbox type) Please select the newsletters you want to receive:O New Season’s ProductsO Planned promotional events and offersO General Community newsValuation scale (very bad--very good) What do you think of the cleanliness today?Very bad <-----> Very good1----2----3----4----5----6 ** Importance scale (Not important--very important) For me, status is...Not important <-> Very important1-----2-----3-----4-----5-----6 ** **Often I see a ‘5 scale’, particularly on rating websites like Trip Advisor. But this is only a throw back to an older form of star-ratings for hotels. For me a 5-scale opens up a "safety choice", where the customer can choose safe middle ground for a rating. Using a 6-scale, the customer must choose (in those cases) either a slight positive or slight negative angle. Knowing the nuances is often as important as learning the extreme choices. So also, consider scales of 1 to 10 or an 8-scale because these enable you to increase the degree of opinion versus a 5-scale.
What sequence to ask questions in?
Putting the questions in a good order is also important for the success of the customer survey. The questions should invite the customer into the survey. So, always start with the easy questions, as starting with difficult questions can easily scare them off from completing your survey. Always put identification questions at the end of the customer survey.