Hi folks
This is my first blog for Customer Satisfied Technologies. Here I want to discuss how to create a quick and effective customer satisfaction survey to measure your customer’s satisfaction. I want to split this into different parts to more logically explain the customer satisfaction measurement process. Here in Part 1, I will discuss what service attributes refer to and how you can effectively measure atributes related to your service.
There are numerous ways in which you can design a good customer satisfaction survey. But one of the most popular and effective methods is to design your survey by understanding specific attributes related to the service that you offer.
A service attribute can be defined as key aspects that relate to/explain the service you offer. If you perform poorly in any of the attributes related to your service, your service performance will suffer, and customers may not be fully satisfied.
For example, if you are a restaurant business, the main attributes that would explain your service would be quality of food, service at your restaurant, decor inside your restaurant, cost of food, staff behaviour towards your customers etc.
There are various ways in which a business can identify its service attributes. This may include customer focus groups, employee focus groups, secondary research through internet/other published sources, surveying your customers/employees etc. These can be done by either yourself or you can ask a third party market research company to do it for you.
Small to medium businesses may find it costly to use third party market research companies. The best way then, would be to do it yourself. Well, now you must be thinking, if only I had the time! How to cost effectively do it in quick time would be the question that ponders through every small to medium businesses’ agenda to understand their customers.
Here is how you can quickly do it. The easiest way to do this is to brainstorm with your employees and management team first. This may take as little as one hour of your time, but you will be amazed at how much you get out of it. A simple agenda for the brainstorming session may be “What are the key service areas that describe our business?”
The next thing you can do is to ask a section of your customers. This can be done using a paper bases questionnaire, with two or three questions (maximum). The questions can be open ended so that customers tell what they feel about your business. Some example questions maybe – What aspects of our service do you think, are we performing well on?, What aspects of our service do you think, are we performing poorly on?, What aspects of our service do you think we can improve on? etc. The results from this questionnaire will give us an idea of what the customer thinks are aspects of your service.
In Part 2, I will discuss, what we can do with the data/information that you receive from your employees/management/customers about attributes related to your service.
Made in Madurai 