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Sample Survey: from Script to Pilot

How to create a great Customer Satisfaction Survey

Measuring customer satisfaction on a regular basis is a core activity for any good business. The metrics provided give you valuable feedback, and trends can be monitored over a period of time. Our aim here is to give you tips on what to include in a good customer satisfaction feedback survey, how to draft it, what it looks like when built, and what the data analysis and reports can show you.

What to include in a Customer Satisfaction Survey?

When writing the script for the survey, draft it as a Word or Excel document, which will help you spot any basic flaws in structure, conditionality and types of questions. We have scripted our survey in an Excel spreadsheet, taking care to phrase questions clearly and unambiguously, and providing answer lists that have a full range of options.

Now look at the script in draft and in action:

• Click here to download the survey script:
  Demographix_Example_CSS_Survey_Script.xls.
• Click here to see the same survey at pilot stage, where data is being taken and analysis and reports can be tested:
  .

Now look at analysis reports for the data set