It must clearly state the purpose and goals of the survey , as well as the duration of the survey optional and brief information about the company conducting the survey. As for the guarantee of confidentiality , it may be placed within the introduction or in a separate page. Information about any incentive you are willing to provide should also be indicated. Directions: Please indicate your level of agreement or disagreement with each of these statements regarding QRZ Family Restaurant.
Place an "X" mark in the box of your answer. Strongly Agree. Strongly Disagree. The store is accessibly located. Store hours are convenient for my dining needs. Advertised dish was in stock. A good selection of dishes was present. The meals sold are a good value for the money. Store has the lowest prices in the area.
Meals sold are of the highest quality. Store atmosphere and decor are appealing. Q What could we do to make your restaurant dining experience better? Notes: The questionnaire may contain mixed closed-ended and open-ended questions as well as response formats. However, it is ideal to begin with closed-ended questions for higher response rates. Number of Family Members:. Notes: This section is optional.
The questions asking for demographic data should be relevant to the survey goal and must point to the characteristics of the target population. Note: This section may also include further information regarding on how to claim the incentive that you wish to provide to the respondent. Check out our quiz-page with tests about:. Sarah Mae Sincero Jun 3, Questionnaire Example.
Retrieved Jul 17, from Explorable. The text in this article is licensed under the Creative Commons-License Attribution 4. That is it. You can use it freely with some kind of link , and we're also okay with people reprinting in publications like books, blogs, newsletters, course-material, papers, wikipedia and presentations with clear attribution.
Questionnaire Checklist. Don't have time for it all now? No problem, save it as a course and come back to it later. Login Sign Up. Skip to main content. It's worth asking customers how happy they are with your support or service team. After all, an excellent product doesn't always guarantee that customers will remain loyal to your brand. Research shows that one in three customers will leave a brand that they love after just one poor service experience.
This is a good question to ask after a service experience. It shows how thorough your support team is and whether or not they're prioritizing speed too much over quality. If customers still have questions and concerns after a service interaction, then your support team is focusing too much on closing tickets and not enough on meeting customer needs. Sometimes it's easier to be direct and simply ask customers what else you can do to help them.
This shows a genuine interest in your buyers' goals which helps your brand foster meaningful relationships with its customer base. The more you can show that you sincerely care about your customers' problems, the more they'll open up to you and be honest about how you can help them. This is a really important question to ask because customers won't always tell you when they're unhappy with your service. Image Source. Not every customer is going to ask to speak with a manager when they're unhappy with your business.
In fact, according to the graph above, most will quietly move on to a competitor rather than broadcast their unhappiness to your company. To prevent this type of customer churn, you need to be proactive and ask customers if your brand is meeting their expectations. This question asks the customer to summarize their experience with your business. It gives you a snapshot view of how the customer is feeling in that moment and what their perception is of your brand.
Asking this question at the right stage in the customer's journey can tell you a lot about what your company is doing well and where you can stand to improve. Below, we have curated a list of examples of questionnaires that my coworker and I have received from companies. I received this questionnaire after an annual appointment with my optometrist.
This specific questionnaire is targeted at patient satisfaction. Since this is a company that specializes in medical services and not products, there isn't a lot of input patients can give on new things for the company to ideate and produce. This questionnaire is effective because it's clear and concise. As someone with a pretty busy daily schedule, I wouldn't want to invest more than a couple minutes in a company questionnaire. This was also a mobile-friendly questionnaire.
All the questions fit onto one screen, which saved me from having to load several pages. The open-ended question was optional, and since I had no strong feelings on the matter, I left it blank. However, offering an open-ended question as such is a great way to get feedback that goes more in-depth. These are questions on questionnaires that measure the ease of a customer's experience, not just their satisfaction with the overall experience.
This specific Greyhound survey measured the ease of my experience with my checked bag, whether or not an employee helped me load and unload my bag, how long the loading and unloading process took, and how that experience affected my overall trip. With clear close-ended questions, it was easy for me to fill out and will help Greyhound measure how much effort their customers need to put into their bus journeys.
Emerson College's Center for Spiritual Life sent me the above survey during the spring semester. Since it was directed at students, it wasn't about customer satisfaction. Rather, its goal was to improve the direction and reach of the Center for Spiritual Life. As a student, I don't typically fill out surveys from the school.
Emerson College has recognized this and has started offering to enter students into drawings to win prizes if they complete certain surveys. This added enticement has been effective. I've seen myself filling out more surveys than usual, especially if they're brief like this one.
Offering incentives in exchange for getting customers to fill out your surveys is an excellent tactic. And, often, the prize can be as cost-effective and simple as a gift card or small cash prize. Adobe sent my coworker, Sophia Bernazzani, this questionnaire recently. It's solely composed of close-ended questions. Rather than learning about a customer's experience with the brand, it focuses on gaining demographic information. The goal of this kind of questionnaire is to collect user data.
Demographic questions require less effort for customers to fill out than customer experience ones. Made up of multiple-choice questions, it also takes less time and is effective for customers who don't have the time to prioritize company questionnaires. This is a simple way for companies to collect data about their customer base, which will then help them understand their target audience in the future when planning campaigns and new products.
Based on these examples, we've included some tips below for mastering the design of your next questionnaire. Questionnaire design is a critical part of the process of survey creation. It involves creating questions that accurately measure the opinions, experiences, and behaviors or actions of the sampling of the public the survey will ask to respond. Questionnaire design includes question development, wording, organization, and testing. The number of questions in your questionnaire should depend on the information you're looking to collect.
You should also think about your customer journey map and consider customer needs when the questionnaire is presented. If the customer is in a hurry, it may not be the time to display a question survey. Where they are in the buyer's journey will dictate how many questions you'll be able to ask.
A good rule of thumb is most customers spend about five minutes filling out a question survey. That means your question form takes about half an hour to complete. Unless you're offering an incentive in return, that's a big ask to make to your busy customers. This is one of the more overrated aspects of questionnaire design. You can spend hours changing colors and fonts, but these details don't make a major impact on customer engagement.
Customers are more concerned with the questions you are asking them. As long as they can read the question, don't spend too much time worrying about aesthetics. Question progression refers to the order and layout of your questionnaire. Most surveys begin with multiple choice or rating scale because these questions take less time to answer and make the customer experience appear painless. Once these questions are out of the way, the questionnaire should conclude with short-answer or open-ended questions.
These sections typically take more time to complete and placing them earlier on the form can intimidate customers. Start with templates as a foundation. Know your question types. Keep it brief, when possible. Choose a simple visual design. Use a clear research process. Create questions with straightforward, unbiased language. Ensure every question is important. Ask one question at a time. Order your questions logically. Consider your target audience. Test your questionnaire.
Rather than build a questionnaire from scratch, consider using questionnaire templates to get started. HubSpot's collection of customer-facing questionnaire templates can help you quickly build and send a questionnaire to your clients and analyze the results right on Google Drive. Download Now. A simple "yes" or "no" doesn't cut it. To get feedback that actually matters, you need to give customers options to go more in-depth than that.
Certain questions are more effective in some forms -- there's no need for an open-response answer style for a question on how likely your customers are to recommend your brand to others. Below, we have made a brief list of some of the main question types. To read about all the question types and view examples, check out this post on survey questions.
Multiple-choice questions offer respondents several options of answers to choose from. This is a popular choice of questionnaire question since it's simple for people to fill out and for companies to analyze. Multiple-choice questions can be in single-answer -- respondents can only select one response -- or multiple-answer -- respondents can select as many responses as necessary -- form.
Rating scale questions offer a scale of numbers typically and ask respondents to rate various items based on the sentiments assigned to that scale. This is effective when assessing customer satisfaction. Likert scale questions assess whether or not a respondent agrees with the statement, as well as the extent to which they agree or disagree.
These questions typically offer 5 or 7 responses, with sentiments ranging from items such as "strongly disagree" to "strongly agree. Open-ended questions ask a broader question, or possibly elaboration on a certain response to one of the close-ended questions above.
They are accompanied by a text box that leaves room for respondents to write freely. This is particularly important when asking customers to expand on an experience or recommendation. Most questionnaires don't need to be longer than a page. For routine customer satisfaction surveys, it's not necessary to ask 50 slightly varied questions about a customer's experience when those questions could be combined into 10 solid questions. The shorter your questionnaire is, the more likely a customer is to complete it.
I, myself, have been guilty of attempting to complete a company questionnaire, seeing the several pages of questions, and immediately closing the tab. Your customers are busy, and you should show that you value their time. In addition, a shorter questionnaire means less data for your team to collect and analyze. It will be a lot easier for you to get the information you need to make the necessary changes in your organization and products based on the feedback.
Questionnaires are not the time to show off your funky graphic design skills. When asking questions that are important to furthering your company, it's best to keep things simple. Select a font, like Arial or Helvetica, that is common and easy-to-read, as well as a text size that can be navigated by customers of all abilities. In my opinion, a questionnaire is most effective when all the questions are laid out onto one page that fits onto a single screen.
Layout is important; if a questionnaire is even remotely difficult to fill out, this will deter many customers. Ensure that buttons and checkboxes are easy to click and that questions are visible on both computer and mobile screens.
And, again, there's no need to make your questionnaire a stunning work of art. As long as it's clear and concise, it will be attractive to customers. Before even beginning to plan questions for your questionnaire, you should ensure you have a definite direction for it.
A questionnaire is only effective if its questions bring in results that help you answer an overarching research question. After all, the research process is an important part of the survey, and a questionnaire is a tool that benefits the process. In your research process, you should first come up with a research question.
What are you trying to find out? What's the point of this questionnaire? Keep this question in mind throughout the rest of the process. After coming up with a research question, it's a good idea to have a hypothesis. What do you predict the results will be for your questionnaire? This can be structured in a simple "If … then …" format. Having structure to your experiment -- because, yes, your questionnaire is a type of experiment -- will ensure that you're only collecting and analyzing data that you actually need to help you answer your research question and move forward with your survey.
When you're crafting your questions, it's important that you get your point across well. You don't want there to be any confusion for your customers because this may wrongly influence their answers. Thus, use clear language. Don't use unneeded jargon, and use simple terms in favor of longer-winded ones. You may risk the reliability of your data if you try to put two questions in one. Rather than asking, "How was your experience shopping with us, and would you recommend us to others?
That way customers are clear on the question you are asking and what their response should be. Additionally, you should always keep the language in your questions unbiased. You never want to sway customers one way or another because this will cause your data to be incorrect. Instead of asking, "Some might say that we create the best software products in the world. Would you agree or disagree?
When you're creating your questionnaire, keep in mind that time is one of the most valuable commodities for customers. Most aren't going to sit through a question survey, especially when they're being asked about products or services they didn't use. Even if they do fill it out, most of these will be half-hearted responses from fatigued customers who are just trying to complete the survey. While more questions may sound like more data, make sure each question has a specific purpose.
Each one should be aimed at collecting certain pieces of information that reveal new insights into different aspects of your business. If your questions are irrelevant or seem out of place, your customers will be easily derailed from the survey. And, once the customer has lost interest, it's difficult to regain their focus. Since every question has a purpose, each one should be asked one at a time.
This lets the customer focus and encourages them to provide a thoughtful response. This is particularly important for open-ended questions where customers need to describe an experience or opinion. By grouping questions together, you can easily overwhelm customers that are trying to quickly fill out your survey.
They may think you're asking them too much or see your questionnaire as a daunting task that takes hours to complete. You want your survey to appear as painless as possible and keeping your questions separated will make it more user-friendly. A good questionnaire is like a good book. The beginning questions should lay the framework, the middle ones should cut to the core issues, and the final questions should tie all of the loose ends up.
This type of sensible flow keeps customers engaged throughout the entire survey. When creating your questionnaire, start with the most basic and ground-level questions. These are your demographic questions and other ones aimed at understanding the physical characteristics of your customers. You can use this information to segment your customer base and create different buyer personas. Next, add in your product and services questions.
These are the ones that provide insights into common customer roadblocks and where you can improve your business's offers. Questions like these guide your product development and marketing teams who are looking for new ways to enhance the customer experience. Finally, you should conclude your questionnaire with open-ended questions aimed at understanding the customer journey. These questions let customers voice their opinions and point out specific experiences they've had with your brand.
Whenever you collect customer feedback, you need to keep in mind the goals and needs of your target audience.
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