Creating a Customer Satisfaction Survey: 9 Tips

Customer satisfaction surveys are used to measure customer responses and learn how customers perceive the vehicles and services offered by the dealership.

Here are 9 tips to create an effective customer satisfaction survey.

1. Keep it Simple

Your questions should be clear, simple, and concise. You also need to avoid unwanted phrases in your questions.

2. Let the Questions be Goal-Specific

In your customer satisfaction survey, you need to be ruthless in deleting unnecessary questions. The questions you design should be goal-specific and have a well-defined purpose.

3. Open-Ended Questions Help

Open-ended questions help customers express their thoughts without reticence. Most businesses choose to go with multiple-choice questions but they may not provide clear insights about what customers have to say about dealership.

4. Use a Consistent Rating Scale

If every question has a different rating scale  in your customer satisfaction survey, it may prove to be confusing to customers.

Try to use a consistent rating scale.

5. Choose the Time of Requesting Survey

The highest survey click-through rates are over the weekend and beginning of the week.

Your timing matters. Otherwise all your efforts will not get you the expected results.

6. Do Not Ask Too Many Questions

Too many questions are likely to overburden customers. This will increase your abandon rates.

7. Offer Incentives

It is always a good idea to offer incentives to customers to fill out your customer satisfaction survey questionnaire. This can increase your customer response rate by 5-20%.

8. Avoid Industry Jargon

In your survey questions, try to avoid industry jargon that customers are unlikely to grasp. Keep the language simple enough for laymen.

9. One Question at a Time Helps

Do not combine two or more questions into a single question. Always ask one question at a time, if you expect clear answers from your customers.