Monday, November 30, 2009
New Article on Writing a Customer Satisfaction Questionnaire
How do you make sure your customer satisfaction questionnaire does its job? Seven Secrets of a Successful Customer Satisfaction Questionnaire provides a quick checklist for anyone developing a customer survey. Check it out!
Friday, November 13, 2009
Good Example of Questionnaire Writing - Brief and to the Point
Is it time to prepare your first customer satisfaction questionnaire?
Here's a good article with an example of questionnaire writing that can be modified easily for your needs.
The example questionnaire mentioned in the article was written using the online survey software tool from SurveyGizmo.
Here's a good article with an example of questionnaire writing that can be modified easily for your needs.
The example questionnaire mentioned in the article was written using the online survey software tool from SurveyGizmo.
Thursday, October 22, 2009
A Customer Satisfaction Questionnaire for Internet Marketers
How does a satisfaction questionnaire fit into the Internet marketing world?
As a rule, Internet marketers tend to focus on growing their list of subscribers. Typically, they measure the quality of their list by subscribers' propensity to buy. And there's no question, getting your list to buy is the objective!
But there are other ways to measure the potential of your list. Ways, in fact, that focus on metrics other than sales and revenue.
Increasingly, businesses are turning to an online customer survey software to assess the quality of their relationships with customers and subscribers. For many of those businesses, the measure most highly correlated with growth is the willingness of customers and subscribers to recommend their product or service to a friend or colleague.
If you want your business to grow, you'll want customers to recommend your products, services or content to others.
Those recommendations can take the form of a verbal discussion, a comment placed in an online forum or a blog posting that reviews your product. Coupled with powerful search engines, Twitter, Facebook and a host of other social media sites vastly increase the likelihood of those positive or negative comments spreading far and wide.
Now there's an easy way to obtain an important measure of the health of your list and to begin a systematic process of increasing the quality of your relationship with your subscribers. By doing so, you ensure that those comments and reviews remain not only positive -- but are placed as frequently as possible.
Say your list has a purchase rate of 1%. That is, when you launch an e-mail sequence, one out of 100 subscribers ends up buying. (Ed Dale, a noted Internet marketer, suggests a conversion rate of one in 200 is more typical for new members to the list. An established list with deeper relationships and greater product experience, should convert significantly higher.)
Still, that means 90 to 99 subscribers out of 100 don't have the depth of trust necessary to support a purchase. Of course, some never will... but others are almost there and should be nurtured. The question is, what would it take to get some of those who are almost there over the hump. Unless you give them an opportunity to tell you, you'll simply never know.
Being able to extract just one more sale from the 99 -- or to have one of those 99 make a comment that leads to an additional sale -- is enough to double the value of that list!
Putting together a customer satisfaction questionnaire is your first step in moving toward that goal. Assessing the nature of the current relationship and understanding what it would take to move your product forward will be the direct benefits of conducting a quick survey.
Given the tenuous nature of subscriber relationships, you've got to start by keeping the questionnaire short and simple. Just one or two clicks and maybe a chance to provide an open ended response.
The best customer survey questions for this use will employ an easy to understand rating scale like '0' means 'Not at All Likely to Recommend' and 10 means 'Extremely Likely to Recommend'. And you'll need a follow-up question that gives respondents a chance to tell you in their own words just how they'd like to see you improve your product or content. This is where you'll find the gems in your data and where you'll get guidance on what they'd need to recommend you.
The benefits of taking this step, i.e., of contacting your list to ask for feedback, far outweigh the effort it takes to develop and field a customer survey.
For a great overview of how to go about the process, see the following article on writing your first customer satisfaction questionnaire. There are sample survey questions included as well.
With a quick search, you'll find an abundance of free or low-cost tools that you can use to implement your survey. In fact, your current auto responder or e-mail contact provider may already have built-in capabilities that are ready to go.
So take a few moments to understand the tools and process and to launch your first customer satisfaction questionnaire. You'll put yourself on a path to strengthening the relationships that are so necessary to growing your business.
As a rule, Internet marketers tend to focus on growing their list of subscribers. Typically, they measure the quality of their list by subscribers' propensity to buy. And there's no question, getting your list to buy is the objective!
But there are other ways to measure the potential of your list. Ways, in fact, that focus on metrics other than sales and revenue.Increasingly, businesses are turning to an online customer survey software to assess the quality of their relationships with customers and subscribers. For many of those businesses, the measure most highly correlated with growth is the willingness of customers and subscribers to recommend their product or service to a friend or colleague.
If you want your business to grow, you'll want customers to recommend your products, services or content to others.
Those recommendations can take the form of a verbal discussion, a comment placed in an online forum or a blog posting that reviews your product. Coupled with powerful search engines, Twitter, Facebook and a host of other social media sites vastly increase the likelihood of those positive or negative comments spreading far and wide.
Now there's an easy way to obtain an important measure of the health of your list and to begin a systematic process of increasing the quality of your relationship with your subscribers. By doing so, you ensure that those comments and reviews remain not only positive -- but are placed as frequently as possible.
Say your list has a purchase rate of 1%. That is, when you launch an e-mail sequence, one out of 100 subscribers ends up buying. (Ed Dale, a noted Internet marketer, suggests a conversion rate of one in 200 is more typical for new members to the list. An established list with deeper relationships and greater product experience, should convert significantly higher.)
Still, that means 90 to 99 subscribers out of 100 don't have the depth of trust necessary to support a purchase. Of course, some never will... but others are almost there and should be nurtured. The question is, what would it take to get some of those who are almost there over the hump. Unless you give them an opportunity to tell you, you'll simply never know.
Being able to extract just one more sale from the 99 -- or to have one of those 99 make a comment that leads to an additional sale -- is enough to double the value of that list!
Putting together a customer satisfaction questionnaire is your first step in moving toward that goal. Assessing the nature of the current relationship and understanding what it would take to move your product forward will be the direct benefits of conducting a quick survey.
Given the tenuous nature of subscriber relationships, you've got to start by keeping the questionnaire short and simple. Just one or two clicks and maybe a chance to provide an open ended response.
The best customer survey questions for this use will employ an easy to understand rating scale like '0' means 'Not at All Likely to Recommend' and 10 means 'Extremely Likely to Recommend'. And you'll need a follow-up question that gives respondents a chance to tell you in their own words just how they'd like to see you improve your product or content. This is where you'll find the gems in your data and where you'll get guidance on what they'd need to recommend you.
The benefits of taking this step, i.e., of contacting your list to ask for feedback, far outweigh the effort it takes to develop and field a customer survey.
For a great overview of how to go about the process, see the following article on writing your first customer satisfaction questionnaire. There are sample survey questions included as well.
With a quick search, you'll find an abundance of free or low-cost tools that you can use to implement your survey. In fact, your current auto responder or e-mail contact provider may already have built-in capabilities that are ready to go.
So take a few moments to understand the tools and process and to launch your first customer satisfaction questionnaire. You'll put yourself on a path to strengthening the relationships that are so necessary to growing your business.
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