Customer Satisfaction Survey Templates
Keep customers engaged with customer satisfaction surveys using kiosks with a mobile-ready app
Keep customers engaged with customer satisfaction surveys using kiosks with a mobile-ready app
Published 27 Jun 2022
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 customer satisfaction form can be used to collect feedback from customers who visit your retail shop. This form covers the evaluation of the shop’s appearance, products, and services offered, pricing, staff, and the overall purchasing experience. Get insights from customers through the comments and suggestions field. Customers have the option to enter their name and provide a digital signature at the end of the survey. Use iAuditor to gather data and determine what areas need to be improved. The scoring is set as well as failed responses so you can determine frequently failed responses and which areas for improvement need to be prioritized. Compile all customer surveys across all your branches and use the Analytics feature to track overall customer satisfaction.
Conducting customer satisfaction surveys is the most valuable step to improve customer retention and increase satisfaction. Furthermore, these tools help businesses to:
Designing your customer survey templates needs to be simple and effective to engage your customers to take time in giving their feedback. Below are 5 key requirements you should consider in creating your customer satisfaction survey designs:
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. Here are examples of 5 common mistakes to watch out for when building your customer survey template:
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.
Incorrect: “You have heard of iAuditor by SafetyCulture, haven’t you?”
Correct: “Have you heard of iAuditor by SafetyCulture?”
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.
Incorrect: Did you enjoy using our product and services?
Correct: Did you enjoy using our product? Did you enjoy our services?
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.
Incorrect: Please include your comments and suggestions*
Correct: Kindly include comments and suggestions if applicable
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.
Incorrect: How old are you?
Correct: Age [18-25], [26-35], [36-45], [46 and above]
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.
Incorrect: How responsive (or unresponsive) is our staff in resolving your issues?
Correct: 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:
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 spot training gaps like handling complaints or following through, measure the performance of your retail site or team, and allow you to tie performance incentives to survey feedback scores. Moreover, these surveys provide valuable insights, which you can apply in environmental analysis, service operations, and business strategy plans.
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.
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 that 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.
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?
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.
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?
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.
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.
Use this checklist to collect data on customers’ booking process and hotel experience. The form can be used to record data on the reason and process for booking, factors that may contribute to better sleep, and feedback about the foodservice. Lastly, it also allows customers to rate their overall stay and their likelihood to recommend the hotel to family and friends. iAuditor is ideal for data gathering because it utilizes cloud-storage for your hotel customer surveys. Set triggers that send notifications to the staff so that customers’ concerns can be addressed immediately, positively impacting customer experience.
Food businesses should not only focus on the quality of food that they serve but also on the entire customer experience, from the convenience of reservations to the actual dining experience. This restaurant customer satisfaction survey offers a brief evaluation of the restaurant premise, the ambiance, service staff, food quality, and the overall customer experience. iAuditor promotes better survey experience because the survey can be done on a mobile device, iPad, or tablet instead of using a piece of paper that can get crumpled, wet, stained, or ignored. With iAuditor you can set the scoring for responses and analyze data through iAuditor's Analytics.
Know the product ratings through iAuditor and determine how customers perceive the product's quality, value, and user experience. Identify areas for improvement by using collected customer feedback with this template and use the data for business planning and for market research purposes.
This checklist aims to determine how well your staff performed during the service. The customer will evaluate the staff’s quality of work, timeliness of work completed, and provide their impression on how their need was addressed. Help enhance the overall performance of your service team and promote better customer experience with the use of this template.
This hotel customer satisfaction survey form focuses on the experience of the customers during their stay. It asks general questions about the service experienced, the quality of the food served, the availability of facilities, and staff assistance.
This checklist contains slider fields to let the customers rate a product, service, or company. The rating system can be modified from the preset zero satisfactory rates to an exceptional or excellent customer satisfaction rate of 10 on this template. This also covers customer profiling that you can use for possible product research and focused-group study purposes.
Take a look at this Mcdonald's Customer Experience Visit Checklist, converted using iAuditor, intended for conducting customer satisfaction surveys.