Develop a customerquestionnaire Develop eight questions that measure customer satisfaction and can be answered on a sliding scale from 1 (which is don't agree at all ) to 10 (which is totally agree ). Try to develop questions that encompass as many aspects of the customer's experience aspossible Use language that is polite and friendly. There should be a space under the questions for responders to give written feedback Create a new Word document for this activity and save it as Customer Questionnaire The questionnaire should fit on one side of an A4 page

note: please see the explanation section for further details

 

Here are the sample of questions that measure customer satisfaction:

1. The product exceeded my expectations. 

2. The product's overall design was worth the price.

3. I am pleased with the company's customer service.

4. The product was delivered on time.

5. Purchasing the product on its online platform went smoothly.

6. The product information provided is sufficient and useful.

7. I will definitely make another purchase from this store.

8. I intend to recommend the product to my friends and family.

Step-by-step explanation

Here are the sample of questions that measure customer satisfaction:

 

Direction: In a scale of 1-10, where 1="Don't Agree At All" and 10 ="Totally Agree", to what extent do you agree to the following statements? Encircle the number that corresponds your answer. 

 

1. The product exceeded my expectations.

                   1   2  3  4    6  7  8  9  10

Don't Agree At All                                   Totally Agree

 

 

2. The product's overall design was worth the price.

1   2  3  4    6  7  8  9  10

Don't Agree At All                                   Totally Agree

 

 

3. I am pleased with the company's customer service.

1   2  3  4    6  7  8  9  10

Don't Agree At All                                   Totally Agree

 

 

4. The product was delivered on time.

1   2  3  4    6  7  8  9  10

Don't Agree At All                                   Totally Agree

 

 

5. Purchasing the product on its online platform went smoothly.

1   2  3  4    6  7  8  9  10

Don't Agree At All                                   Totally Agree

 

 

6. The product information provided is sufficient and useful.

1   2  3  4    6  7  8  9  10

Don't Agree At All                                   Totally Agree

 

 

7. I will definitely make another purchase from this store.

1   2  3  4    6  7  8  9  10

Don't Agree At All                                   Totally Agree

 

 

8. I intend to recommend the product to my friends and family.

1   2  3  4    6  7  8  9  10

Don't Agree At All                                   Totally Agree

 

 

 

According to an article written by Kiera Abbamonte entitled, " Customer Satisfaction Surveys: A Comprehensive Guide*

", there are 10 best practices in creating a customer satisfaction survey, here are some of them:

1. Keep it brief.

The most important goal is to be direct and succinct, finding the shortest manner to express a question without obscuring its meaning. It's not only about minimizing the number of characters in the questions; but also eliminate superfluous language.

2. Only ask questions that will help you achieve your end aim.

Each question you ask must have a clear objective and a compelling reason for being asked.

3. Make the rating scales uniform.

When the context of a survey changes, common scales can become onerous and misleading. As given in our example earlier, we sticked with the agree-disagree rating scale. 

4. Make sure to be thorough and avoid making assumptions.

You'll almost certainly run into issues if you ask questions that imply all of the customer is knowledgeable about that even though that's not the case. 

5. Questions that are deceptive or overloaded should be avoided.

When biased phrasing is used, some questions may lead respondents to a specific answer. This will not provide us with useful or accurate feedback.

 

*The article mentioned can be seen in this link:

https://www.helpscout.com/blog/customer-survey/