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Customer Satisfaction Survey Templates

Keep customers engaged with customer satisfaction surveys using kiosks with a mobile-ready app

Published 15 Sep 2021

What is a Customer Satisfaction Survey?

A customer satisfaction survey (or client satisfaction survey) is a useful tool to measure engagement with a product or service offerings. These are commonly used across businesses including retail, hotel, restaurant, and services to gauge customer experience, identify improvement needs, and prevent customer attrition.

This article features:

  1. Why customer satisfaction surveys are important?;
  2. Key elements of customer satisfaction survey designs;
  3. Common mistakes when building a satisfaction survey template;
  4. How retail businesses benefit from customer surveys;
  5. Tips on how to create customer satisfaction surveys for retail businesses;
  6. Mobile-ready app for hassle-free reporting and timely feedback; and
  7. Downloadable, customizable, and free customer satisfaction survey templates.

Why Customer Satisfaction Surveys are Important?

Conducting customer satisfaction surveys is the most valuable step to improve customer retention and increase satisfaction. Furthermore, these tools help businesses to:

(a) ensure the quality and delivery of products that would satisfy their customers;
(b) gather negative and positive information that could help them improve their business marketing strategies and sales;
(c) understand the problems with their products and/or services to meet customer expectations; and
(d) improve customer engagement and retention.

Key Elements of Customer Satisfaction Survey Designs

Designing your customer survey templates needs to be simple and effective to engage your customers to take time in giving their feedback. Below are the key elements you should consider in creating your customer satisfaction survey designs:

Define the survey purpose and give clear instructions

Your business should clearly state the purpose and intent of the survey to inform your customers of what they are signing for. By providing clear and simple instructions, it would help your customers to proceed with the survey even without your assistance.

Use the most concrete language possible

Customer satisfaction surveys should be comprehensible and easy to understand. Avoid using jargon, abbreviations, or any internal business terms to prevent customers’ confusion and different interpretations.

Use appropriate response choices

Choosing appropriate responses should be clear depending on the metrics you want to measure. If you are asking for ratings, it is advisable to use words rather than numbers as response options (e.g. “Strongly agree” to “Strongly disagree). This would help your customers to easily determine which of the choices best represents their answers.

The customer satisfaction form should also allow open-text feedback. This would let your customers give personal responses to how they felt about your products or services. Open-Text feedback would help you determine new strategies for marketing campaigns.

Limit your survey to a reasonable number of questions

The key to effective customer satisfaction surveys is asking the right questions. The shorter it is, the higher the probability of customer engagement. It is recommended to limit your survey to about five minutes to be completed, otherwise, if it requires to be a little bit longer you have to set your customers’ expectations.

Ask customer’s overall rating

An overall customer rating can give you a summary of your customers’ journey. It benchmarks the majority of customer responses which allows you to compare your business to your competitors over time.

Common Mistakes when Building a Satisfaction Survey Template Questions

Asking the right questions is a crucial aspect of a good customer satisfaction survey. It allows you to evaluate customer’s experience, sentiments, and level of satisfaction. Below are common mistakes to watch out for when building your customer survey template:

  1. Leading questions
    These questions can drive your customers to one answer over another because of the way it is worded. This would create confusion with your respondents.
    Example:
    ✖: “You have heard of iAuditor by SafetyCulture, haven’t you?”.
    ✔: “Have you heard of iAuditor by SafetyCulture?”.
  2. Double-barreled questions
    This is a two-part question but you are only giving your customers one response option. With this type of question, you are not giving your respondents the chance to have different answers for the issue or question.
    Example:
    ✖: Did you enjoy using our product and services?
    ✔: Did you enjoy using our product?
    ✔: Did you enjoy our services?
  3. Mandatory questions
    You should never ask your customers to fill out a mandatory field. This would lead your respondents to leave without answering your survey. Giving your customers the option to skip what they want can make them feel comfortable and remove the pressure of having to finish the survey.
    Example:
    ✖: Please include your comments and suggestions*
    ✔: Kindly include comments and suggestions if applicable
  4. Intrusive demographic questions
    Demographic questions are important to know your specific market, but you should avoid asking specific questions that would put your respondents in an uncomfortable situation.
    Example:
    ✖: How old are you?
    ✔: Age: [18-25], [26-35], [36-45], [46 and above]
  5. Complicated questions
    Writing complex and complicated questions that require calculations, thorough explanation, and research would definitely drift your respondents away. Keep your customer satisfaction survey simple and easy to answer.
    Example:
    ✖: How responsive (or unresponsive) is our staff in resolving your issues?
    ✔: Did our staff get back to you in a timely manner?

Designing the appropriate customer survey template is necessary to build connections with your customers that will help you to achieve your business goal and other benefits.

How Retail Businesses Benefit from Customer Surveys?

Key to Improvement

Customer service is one of the most important factors for retail businesses to focus on. A bad customer experience can damage a businesses’ brand and reputation. Performing surveys early can help you identify areas of continuous improvement, rectify bad experiences and remain competitive. Surveys are also an important tool to measure the performance of your retail site or team and allow you to tie performance incentives to survey feedback scores.

Fresh Ideas

Customer feedback is an opportunity to gather new ideas directly from the customers. Your best source of fresh ideas is often directly from your customers. Entirely new products or customized services can be uncovered from customer feedback surveys. Is there a need to add paleo-friendly selections to your menu? Are your hotel’s red carpets out of fashion? Is there a new spa treatment that your customers have tried somewhere? Is there a phone model that is very much in demand that your customers just keep on asking about? At a higher level, market research teams can also get insights on the direction of product development based on information gathered from customer satisfaction surveys.

Retention

Happy customers translate to customer loyalty. Happy customers are likely to return and share experiences with their friends and on social media. However, the flip side is a bad experience can also spread virally. Capturing feedback early during a customer’s visit or stay can also help you take action on complaint feedback immediately.

QUICK TIPS on Creating Customer Satisfaction Surveys for your Retail Business

Tip 1: Know your goals

What do you intend to find out for your business? Do you need to know why sales are plummeting or why customers no longer visit as frequently? Will your business remain competitive despite a new competitor that will open nearby or a change in pricing? Have the customers noticed and appreciated the change in ambiance? Do your customers think your establishment needs a new paint job?

Tip 2: Right questions in the right amount

Your questions should be geared toward reaching your goal. Specific questions tend to get more specific answers. Do you want questions with yes or no answers only? Do you want customers to share their thoughts in text form? Do you want your customers to rate your business on a scale of 0-100? Also, try to make the questionnaire as short as possible so you don’t bore your customers with 50 questions or else they may not complete the questionnaire.

Tip 3: Make it sound interesting

Remember to catch your customers’ short attention span and that they immediately know that answering your questionnaire will be worth their while. Will the “quick survey” take “2 minutes to complete”? Do you “need help” to improve the services that you currently offer at your local chain? Do you intend to provide an incentive in the form of a gift card or a free drink or a free meal?

Tip 4: Use the right tools

In this age of technology, you can save your customers time and not waste paper by using mobile devices, tablets, and iPads, or kiosks. You can also be sure that your surveys are answered because the kiosk is right there in the same establishment while the customer is present versus a survey sent via email that has no guarantee of ever being seen. With electronic devices or kiosks, your customers can conveniently fill out customer satisfaction questionnaires onsite on apps like iAuditor. iAuditor works even while offline and you can have customers fill out a short questionnaire before they step out of your establishment while the customer experience is fresh.

How do you Create a Customer Satisfaction Survey with iAuditor?

In this digital era, customer surveys can be carried out in various forms. One popular way to gather feedback from customers is done online through email, a website, or an app. However, most of the time this ends up being bothersome to customers so they end up unanswered.

Digital kiosks are a great alternative to traditional online surveys and paper forms in capturing customer feedback. Having customers fill out feedback via an onsite digital kiosk can help you capture relevant and timely feedback.

iAuditor by SafetyCulture is used by businesses worldwide to capture real-time data and improve their product and service offerings. Building a customer satisfaction survey with iAuditor is made easy and can be set up in just minutes. You could either build one from scratch with our drag-and-drop template builder, download and edit an existing one from the public library, or have your existing survey forms converted to a smart digital template.

Whichever you choose, keep in mind the key elements of designing customer satisfaction surveys mentioned above. Following these elements will not only help make your surveys effective and engaging for customers, but it will also help you capture valuable insights that you can use to improve customer retention and satisfaction.

To help you get started, we have provided 8 digital templates of customer satisfaction surveys that you can download and edit.

SafetyCulture staff writer

Carlo Sheen Escano

Carlo Sheen Escano is a contributing writer for SafetyCulture based in Makati City, Philippines. Sheen has experience in digital marketing and has been writing for SafetyCulture since 2018. His articles mainly discuss risks in the workplace and well-known safety and quality processes used to mitigate them. Furthermore, Sheen is passionate about providing insights to global customers on how technology can help them to do the best work of their lives.

Carlo Sheen Escano is a contributing writer for SafetyCulture based in Makati City, Philippines. Sheen has experience in digital marketing and has been writing for SafetyCulture since 2018. His articles mainly discuss risks in the workplace and well-known safety and quality processes used to mitigate them. Furthermore, Sheen is passionate about providing insights to global customers on how technology can help them to do the best work of their lives.