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.