Customer Feedback Survey Audit

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

In fact if the questions in your customer survey are not phrased correctly the results that you receive can be misleading and even downright incorrect.

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! Read more “Renee Farnham”

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. Read more “John Moss”

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. Read more “Michael Bray”

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. We’ve considered Adam Ramshaw as someone where it would always feel like we are his number 1 priority, with his availability and solutions second to none..

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. Read more “Craig Scowen”

Sam Riley

They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist. Read more “Sam Riley”

Mark Burgess

We had plans for business growth but very little in place of marketing strategy and systems. We were starting from practically zero in the way of marketing expertise and systems. 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,… Read more “Mark Burgess”

Joanna Thomas

Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. Read more “Joanna Thomas”

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. Read more “Russell Evans”

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”. Read more “Michael McGough”

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. I think that’s the most amazing thing, that we have that real-time feedback. We can just shoot them an email and we… Read more “Bernice McLeod”

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. Read more “Angela Jones-Blayney”

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