How Do You Evaluate A Customer Satisfaction Questionnaire Design?
Customer satisfaction questionnaires and surveys are seriously useful tools that help you gauge how to improve your service and keep your customers happy and your client base growing. How effective they are depends on how well designed they are. Many a questionnaire is poorly designed before it ever reaches the respondents. Learn how to evaluate the effectiveness of a survey design that you create in-house or that you have custom-created for you. Read the draft of the questionnaire closely. Have others in your organization read it, too. Then do your own mini-survey and ask each tester whether the questionnaire 1) successfully targets a particular research question or is too general 2) is short and concise 3) uses easy-to-understand language 4) uses unbiased language so as not to lead the respondents 5) has sufficient variation in question format to keep your customers engaged Test the questionnaire out on a small beta group before administering the survey widely. Get feedback from the
