Customer Feedback Survey Audit

No-one wants to hurt customer satisfaction. The trouble is that poorly worded customer feedback surveys can do just that.

All the good intentions in the world may come to nothing if the customer feedback form itself produces a poor customer experience. In fact if your customer feedback questionnaire is not phrased correctly the results that you receive can be misleading and even downright incorrect.

Poorly worded customer survey questions can destroy the effectiveness of the customer feedback process and produce a poor customer experience.

We Ensure Your Customer Survey Add Value To Your Business

Our customer feedback survey audit brings all of those years of experience to focus on your survey. We will quickly review, assess and recommend the changes to your survey that will ensure that you do not fall into the many poor question and survey design issues.

Poor Surveys Cause Several Problems

They Waste Your Time and Money

Often the time that poorly constructed survey questions are uncovered is when you start to do the analysis. That’s when you realise that the question doesn’t quite ask what you wanted or the rating scale doesn’t quite capture what you need. At that point you’ve wasted the time and money to perform the survey.

They Generate a Poor Customer Experience

Questions that are worded in a confusing, ambiguous or unfamiliar way can make the survey experience more difficult for customers to complete. This can impact negatively on their perception of the organisation delivering the survey.

They Deliver Incorrect Conclusions

Rating scale errors and omissions along with poorly worded questions and other survey issues can lead to incorrect interpretations of the data being collected. Leaving a critical element off a rating scale can lead respondents to provide responses that do not agree with. Unfortunately you can’t tell that in the data analysis phase of the project.

They Deliver Confusing Results

Unclear results can occur from a variety of less than optimal question wording choices. For instance where you have two ideas contained in a question the respondent will only be focusing on one idea when they respond: but which one?

We Can Prevent These Issues

Designing surveys and survey questions that hit the mark and give you accurate information is part education and skill and part art. There is no substitute for having done it time and time again.

We have been running customer surveys for over 15 years. In that time we have refined our skills in quickly identifying and correcting poorly worded questions and survey designs.

Next Steps

Client Testimonials

Hear from clients who have used our services.

Renee Farnham

Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always!

Russell Evans

A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it.

Peter Perla

If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.

Sam Riley

They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist.

Mark Burgess

The Genroe team helped us develop the strategy, systems and execution to go to market. Genroe are a very professional and supportive partner. The methods, systems and project management practices all work well to keep the project on-track.

David Schekoske

Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with

Michael Bray

Michael Bray

Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength.

Angela Jones-Blayney

Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data.

Michael McGough

I had a proposal which I needed to present to the CEO of our group, who without speaking with Adam or anyone at Genroe said, “How long did you guys talk this is super detailed, this is exactly what we need, go ahead”.

Jeff McLean

I know one of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.

Bernice McLeod

Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect.

Joanna Thomas

Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers.

John Moss

So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team.

Craig Scowen

[Genroe] have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.

15 Minutes of Free Consulting

Book a 15min free Consulting call with us now. No fee. No obligation.
Yes - I'd like a 15 minute chat with an expert.
Send this to a friend