Briefly from studies: customer satisfaction surveys - viilup-uuringud.ee

Customer satisfaction can be studied from both private customers and corporate clients.  Such feedback surveys have become very popular with private customers, where feedback is requested for the last visit or generally asked for satisfaction with the products purchased, the son, etc. They are often carried out by the companies themselves and also analyse the results themselves. Also asking business customers for feedback is often a (web-) survey carried out by the company's own (marketing) employees.

Do you do or order yourself?

Both variants are actually appropriate, just some aspects should be thought through: whether there is a skill in form-making and data analysis, how much time your employees have to deal with it alongside other activities, how much is more affordable compared to the cost of their working hours, and to the extent that a sense of greater anonymity would need to be ensured. In addition, one should take into account that if a presentation of the results is made, the critical feedback given from the mouth of one's employee may have a more personal effect than the feedback from outside the house.

What method to use?

Very much is used to find out satisfaction online research, but of course also in one-on-one conversations by the sales team, chatting at events, etc. It can also be said immediately that the study conducted by the research firm should not, at least for corporate clients, replace conversations with customers directly and asking for feedback. In the case of corporate customers, mostly the best calling is and the sending of an e-mail before that. At the same time, sometimes a much better option is to pick out focus clients and conduct in-depth interviews altogether. It is still possible to use paper forms in sales offices as well. The online survey is of course the most favorable and with less time spent, but may not get enough of the different desired subgroups.

What else to keep in mind?

The length of the form must be optimal, i.e. as short as possible, but must not exclude any questions that actually need to be answered. In the form survey and in the case of larger samples, the results should be measurable and comparable to previous results. The goal should be clear, and in terms of the bottlenecks that came out of the survey, something should also be done and customers should also be informed about the planned activities - otherwise customers will not bother to respond next time their feedback is not considered.