How Can You Encourage Constructive Feedback from Employees?

Explore 4 tips on how you can encourage constructive feedback from employees

Below, we detail four tips employers can utilize when they receive constructive criticism and complaints, use that information to respond properly and improve communication.

1. employee-feedbackAsk your employees for company improvement suggestions. Administering an online employee satisfaction survey once or twice a year to gather employee feedback is always a great idea, but how about taking it another step forward? You could start an employee recommendation reward program. The program can reward any employee who suggests an improvement that helps the company be more profitable and more efficient. Keep a company recommendations survey live indefinitely and share the link often or place the link in a highly visible location such as on the company intranet. Encourage employees to submit improvement ideas regularly.

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How Long is a Customer Satisfaction Survey?

How long do you expect a customer satisfaction survey to be?

customer-satisfaction-surveysThe primary reasons for assessing customer satisfaction are to maximize customer retention, and to gain and retain customer loyalty. Customer satisfaction is essential to the survival of any business. How do we find out whether our customers are satisfied? We ask them. Customer satisfaction surveys are an important tool used to gather feedback from customers about their satisfaction levels, and for developing strategies for improvement.

In the development process, how long do you make a customer satisfaction survey? As with any survey, the answer is always “it depends.” It depends on many factors, in particular, the main objectives set for the research. If comprehensive and realistic objectives are not set, the survey will have little to no value. Before you begin the process of designing a customer satisfaction survey, ask yourself why you are conducting the survey and what you want to learn from it. Continue reading

Available Survey Software Training Opportunites

Enjoy a variety of options for Snap 11 Survey Software trainingSnap-survey-software- trainingSnap Surveys offers a variety of convenient online training opportunities.  Whether you are new to Snap Survey Software or an advanced user, we have training opportunities that will fit your specific requirements. Training courses are offered in sessions scheduled at the your request, on a day and time that is convenient for you or your team. Online training courses can be customized to your specific needs.  We do offer training topics,  including:  Continue reading

Know When to Respond to Customer Satisfaction Surveys

Knowing when to respond to feedback from customer satisfaction surveys can help you improve overall customer satisfaction

customer-satisfactionThe ability to respond to customer satisfaction surveys in a timely manner is one of the main advantages of online surveys and mobile surveys. When gathering feedback on a customer’s level of satisfaction with your products & services, or your organizational processes, a higher level of immediacy should be taken. Reacting to survey feedback immediately has become the standard in improving customer satisfaction on a respondent-by-respondent basis. Continue reading

Measure Customer Satisfaction from Current and Past Customers

Measuring customer satisfaction not only from current customers, but also from past customers

Administering customer satisfaction surveys is one of the best ways to uncover data about how customers feel about your products, services, customer service, business and marketing programs, events, and  your company’s overall ability to remain successful. Customer satisfaction surveys produce data that can help your company solve any current customer issues and help prevent potential customer problems.  Collected data can also help gauge your company’s current success with business and marketing strategies, so that you can be assured that your company is staying on target. Customer satisfaction surveys provide your business with an immense amount of valuable data.

Do Not Lead Respondents Toward Survey Answers

Do not lead your respondents toward specific survey answers

When developing survey questions, be sure not to inadvertently lead respondents to answer a question in a particular way or in favor of a particular option. It is important to give respondents all available response options, however, the question and it’s options should not be worded in a way that influences a respondents’ answers.

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Customer Satisfaction vs. Customer Loyalty

What is the difference between Customer Satisfaction and Customer Loyalty?

First, we will define each term. Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions. Customer Loyalty consists of loyalty behavior (also referred to as customer retention) which is the act of customers making repeat purchases of current brands, rather than choosing competitor brands. Secondly, Customer Loyalty encompasses loyalty attitudes which are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases. At times, customers display loyalty behavior without having loyalty attitudes.  Vice versa, occasionally customers show loyalty attitudes without exhibiting any loyalty behavior. Continue reading

Allow Respondents to Rank or Order Their Preferences

Many questions in customer satisfaction surveys ask respondents to rank certain aspects of their experience. Ranking questions ask respondents to rank or order a set of options. Continue reading

Allow Customers to Rate Preferences in Satisfaction Surveys Using Rating Scales

Satisfaction rating scales are the best way to quickly ask customers what they thought about a certain service or product.  However, you may want to restrict their responses to only selecting one attribute per item—for example, Continue reading

Rating and Ranking Levels of Satisfaction in Your Survey

Satisfaction questions in your survey garner important information from your customer, employee, or student that may be critical in determining what products, services, or courses you are successfully providing and which may need improvement.   Rating levels of satisfaction is critical to a successful survey.  Continue reading