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SURVEYCreate a Killer
Survey for
Your Company
in 9 Steps
Create a Killer
Survey for
Your Company
in 9 Steps
1. Focus on what the
customer cares about:
Ask about the
service they
received.
Ask about the
product they
bought.
Avoid
questions about
campaigns.
Avoid
questions about
promotions.
?
CAMPAIGNS PROMOTIONS
2. Figuring out who you
are going to ask:
Who has the
information
you need?
How many do you
need to ask?
Are there any
biases?
?
3. Consider various
incentive types:
Use Donation
to Charity.
Use
Giveaways.
Be careful
using Cash.
Avoid using
Samples.
Samples
4. Schedule the survey:
Figure out time of
year, month or week.
Set a reminder every week
the survey is running and
two the last week.
= Every week1 reminder
= Last week2 reminder
6. Choose your metrics:
Use Response
Scales.
Avoid yes/no
question.
Avoid Grid and
Matrixes.
Be careful
using Free text.
Yes/No Free
Text
7. Test your survey:
Select 1-2 trusted customers and
get their feedback.
9. Follow up to build relationships:
Talk to customers that have
exceptionally bad or good experiences
to repair and build relationships.
Talk customers about the results of the
survey. Highlight positive feedback and
where your going to improve.
5. Phrase questions carefully:
Make the purpose of
the survey clear.
Make the survey
answerable in 3-5 minutes.
Make the questions answerable
in 5 seconds or less.
Speak your
respondent's language. Avoid vague questions. Avoid asking for information
you could look up.
InformationVague Questions
8.
SURVEY
Send Your Survey:
SURVEY

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Create a killer customer survey for your company in 9 steps

  • 1. SURVEYCreate a Killer Survey for Your Company in 9 Steps Create a Killer Survey for Your Company in 9 Steps 1. Focus on what the customer cares about: Ask about the service they received. Ask about the product they bought. Avoid questions about campaigns. Avoid questions about promotions. ? CAMPAIGNS PROMOTIONS 2. Figuring out who you are going to ask: Who has the information you need? How many do you need to ask? Are there any biases? ? 3. Consider various incentive types: Use Donation to Charity. Use Giveaways. Be careful using Cash. Avoid using Samples. Samples 4. Schedule the survey: Figure out time of year, month or week. Set a reminder every week the survey is running and two the last week. = Every week1 reminder = Last week2 reminder 6. Choose your metrics: Use Response Scales. Avoid yes/no question. Avoid Grid and Matrixes. Be careful using Free text. Yes/No Free Text 7. Test your survey: Select 1-2 trusted customers and get their feedback. 9. Follow up to build relationships: Talk to customers that have exceptionally bad or good experiences to repair and build relationships. Talk customers about the results of the survey. Highlight positive feedback and where your going to improve. 5. Phrase questions carefully: Make the purpose of the survey clear. Make the survey answerable in 3-5 minutes. Make the questions answerable in 5 seconds or less. Speak your respondent's language. Avoid vague questions. Avoid asking for information you could look up. InformationVague Questions 8. SURVEY Send Your Survey: SURVEY