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
Related Content
Here are some resources on Net Promoter Score® you might find useful.
Client Testimonials
Peter Perla
If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge. If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge. The platform is cost-effective, uncomplicated and backed up by Genroe’s incredibly responsive local team who are always eager to provide support when required. The Customer Gauge platform has enabled us to measure the end to end customer journey and make data driven decisions to drive operational improvements, resulting in substantial increases to our NPS scores and customer retention rates. Read more “Peter Perla”
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. Adam Ramshaw from Genroe was engaged by the City of Ryde to survey customer satisfaction levels of our new Ryde Planning and Business Centre. Adam has consistently provided us with a high level of expertise and excellent customer service. Whenever we have required assistance with the development of urgent reports, Adam’s response has always been prompt and extremely professional. 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. I have no hesitation recommending Genroe to other business colleagues. Read more “Angela Jones-Blayney”
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. We obviously went through the process trying to evaluate the various competing vendors to provide the services. We liked Genroe because we felt the approach was right for us. We felt it was a good match culturally between the two organisations. And we felt they knew what they were talking about. And so it very much comes down to the individuals that you work with. We had a very engaging process. We got the outcomes we were looking for. We got implemented very quickly. And the relationship has continued over the last 12 months, to ensure that we keep being sort of pushed and prodded to learn more about our client loyalty, and to drive change. 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”
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 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.. Read more “David Schekoske”
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”. The reason we reached out for a partner to help our business with launching a CRM was due to simply not having the manpower to do it ourselves, as a start up you can appreciate there are only so many hours in the day! We asked Hubspot to give us 3 potential partners. Genroe not only were the most cost effective but they asked the most important questions that I needed to hear from them. Especially as I had no idea how long this would take, no how hard or complex it would be. I trusted Adam from day one. 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”. Dealing with Adam and the team was a pleasure, calls, Zoom, Screen shares at my request and also his opinion on how we could do things better was always welcomed. I recommend engaging with Genroe for all things Hubspot! Read more “Michael McGough”
Sam Riley
They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist. We’ve been operating this system for a couple of years now and Genroe is always checking in, providing us with refinements to what’s going on and any time we want to get more out of the system they are always willing to come in and understand what we want and help. It’s not one and done. They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist. So that’s what we like. Read more “Sam Riley”
Craig Scowen
Renee Farnham
Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! We first began working with Genroe to streamline and refine our Net Promoter Score program. We had long lead times to make any changes internally to our survey design that proved difficult when we were still in the process of learning, we needed to be able to make changes as we learned more and wanted to implement new ideas. I can not promote Genroe enough, they have gone above and beyond in helping us and have delivered a flexibility to our program that really suits out needs. I’m pleased to say we are now running smoothly with our Net Promoter Score program and are continually developing retention initiatives. Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! I would not hesitate to recommend Genroe to anyone. Genroe is always available to discuss new ideas and always considers which alternative would suit us best. Read more “Renee Farnham”
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. 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 get a response back with, “Yes, we can do it,” or, “No, we can’t, but here’s an alternative.” That’s enabled us to be able to succeed in the way we have, by having that support. Read more “Bernice McLeod”
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. We would have put CustomerGauge into close to ten of our businesses [since 2012]. What I would say about the platform in every instance of the ten instances we’ve done is that it has really built upon the employee culture that we’ve had. It’s been transformational. 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. Read more “Jeff McLean”
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. 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, systems and project management practices all work well to keep the project on-track. The Genroe team are able to adapt with changes along the journey as well which is a big plus when you are evolving your marketing strategy as you learn. Highly recommended. 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. Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it. 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. So I came across Genroe about 6 months before I joined Wolters Kluwer. I meet up with Adam and I guess from that point all the way through to now, five and a half years later I have been impressed with the pragmatic approach of Genroe. A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it. They live and breathe it and they can share case studies. We have learnt along the way. We think we have also shared some of our learnings back with Genroe. I think it’s that pragmatic approach. Being able to be flexible and working with a product like CustomerGauge and helping to fine tune that into an organisation like ours. So rather than one model fits all, really tailoring it to make sure that we got the best out of the program and continue to learn along the way. Read more “Russell Evans”
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. GraysOnline has 2.3m customers and Genroe was a perfect partner to help us gain insights from our customers on what we can improve to make the GraysOnline experience better. 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. We have now launched NPS, we do feel like we are still at the bottom of the mountain in terms of NPS being an effective tool to improve our business and not just be a one off project, however, having Genroe as a genuine partner of our business, gives us comfort that we can climb the mountain one step at a time, ultimately, including NPS being a BAU tool. And this is the reason why we would recommend Genroe to any business that is looking to understand their customers more but feels like the mountain is too steep to tackle it themselves. Read more “Michael Bray”
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