Art of Business

In some businesses, customer satisfaction is assessed by asking their customers to fill up a sheet to evaluate the products and services they offered. Some call this sheet the Customer Satisfaction Survey Sheet or Customer Satisfaction Evaluation Questionnaire. No matter how companies call this sheet, it lives for a purpose – and that is to get feedback from their customers and eventually use the feedback to assess and improve the company’s performance.

First, you should specify your purpose on the sheet. This is to inform your respondent of your intentions.

Second, you should set the time interval when you will conduct your survey. Some do the survey monthly, semi-annually but usually, quarterly.

Next, you have to set the scoring system. Usually, numerical scores are used and the overall performance is determined according to the total score generated with respect to the prefect score. Normally, the highest score is

Fourth, you have to separate the questionnaire into several portions and construct questions under the specified categories. Products and Services, Quality and Personal Relations are some of the categories inclusive in the questionnaire.

Lastly, you should allot space for remarks that cannot be reflected on the score system. These remarks may include names with acknowledgeable performance or the opposite. Suggestions for improvements can also be contained in the remarks.

The information from your customers should be used to determine areas for improvements. A regular survey can lead to full customer satisfaction that has a very high impact on your sales and profit.