Retaining clients is essential for continuous business growth and your success in this sense greatly depends on their satisfaction with your services. But how can you be certain that your clients are happy with your services and to what extent? Further, how can you improve your relationship with them to ensure that they don’t take their business elsewhere? Measuring and understanding client satisfaction is made simple through a well-designed client satisfaction survey.
What is a Client Satisfaction Survey?
Client satisfaction surveys are used to evaluate your clients’ general satisfaction with your business, including your services or products, as well as their experience in cooperating with you. They are also aimed at gathering feedback regarding any potential problems they have encountered and how they think you could improve.
Why Measure Client Satisfaction?
Apart from getting valuable feedback on how you can improve your products and services, measuring client satisfaction also has other benefits. Firstly, satisfied clients will spread positive word of mouth about your organization, while dissatisfied ones may discourage others from doing business with you. Thus, meeting and exceeding client expectations will help you not only with retention but also with gaining new clients.
Further, client satisfaction levels can also indicate brand loyalty and predict future growth. Knowing what your clients enjoyed about their experience with you and what they were dissatisfied with will help you decide what you want to repeat and what to avoid in the future.
Client Satisfaction Survey Tips
In order to make the most of your surveys, you should pay close attention to how you design them and what questions you include. Below are several tips on how to create an effective satisfaction survey that will encourage high response rates and provide you with useful data.
1. Keep the survey short and to the point
Try to limit yourself to ten or fewer questions, as people tend to find long surveys boring and may drop out halfway through.
2. Ask easy to understand questions
When composing questions, make sure you use clear language to avoid any confusion and avoid questions that refer to more than one issue, as this will affect the quality of the feedback data you receive.
3. Include an open-ended question
While close-ended questions are easier and quicker to answer, they can’t provide you with any details on client experience or suggestions regarding what changes they would like to see.
4. Make sure your survey is optimized for mobile devices
Most of your clients are probably going to try to complete the survey using a mobile device. Hence, you want to ensure that they are able to and that they have a positive experience doing so.
5. Time Your Survey Well
The right time to send out your client satisfaction survey will depend on the business you are in, the number of your clients, how often you interact with them, as well as other factors specific to your company and the goals of the survey. However, you should try to contact your respondents shortly after the experience, while it is still fresh in their memory.