Are you getting ready to conduct a customer service survey for your business? Then there are a few things that you need to know about the entire process – namely about how many questions your customer service survey needs to have. As you probably already know, the attention spans of most people are at an all-time low. Moreover, the last thing anybody wants to do is to answer a customer service survey when they do not have to do so.
The way to get them to complete your survey is another topic for another time (but if you really need to know today, offering a cash prize is a great way to entice customers to complete surveys). For now, learn about exactly how many questions the ideal customer service survey has. Use the tips below, and the response rate for your surveys will be at an all-time high.
Ensure it takes less than 5-minutes to complete
Everyone has five minutes to spare – by reading this article, you are already proving this. If you provide your customers with an incentive to complete the survey, then there is absolutely no reason why you should have a low response rate. Especially if you provide…
Your questions need to be straightforward at all times. There does not need to be any type of confusion related to the questions you ask. Whenever the customer reads your question, they need to know exactly what is being asked and they need to know which answer they are going to provide. This all goes back to your survey needing to take less than five minutes to complete: with to the point questions, this happens.
Have a clear objective
There is no reason why you should ask random questions that serve no purpose on your customer service survey. To ensure this does not happen, you need to have a clear objective as to what you want to get out of the survey. For example, if you want to learn about whether or not a new product is a hit with your customers, do not ask them questions about your other products. Be sure that with every answer you get from each question, you can use the data obtained to better your overall business.
10 short questions are ideal
If you need to know a true number for how many questions your customer service survey should have, the answer is 10. The most functional surveys with the highest response rates give at least 10 short questions that each have a clear objective and can be answered under five minutes. This is the type of survey that every business should aim for, as it is going to prove to be one of the best ways to get invaluable information that your business can certainly use in order to improve every facet of its operations. Stick with 10 short questions for every customer satisfaction survey when applicable, and you will be setting your surveys up for success.