Satisfaction surveys
The goal of a satisfaction survey is to know the level of satisfaction expressed by those who use the services offered by a company and it is measured by calculating the gap between the expected and actually received quality.
The key point of satisfaction levels are:
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The measurement of the gap between expected and received quality |
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The identification of areas of satisfaction, dissatisfaction and areas where improvement is necessary |
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Definition of areas for improvement and plan of actions |
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Communication of results and case-appropriate actions to take |
Types of questions in a satisfaction survey:
A satisfaction survey consist of different types of questions. Each type corresponds to a specific context, allowing so to identify the different areas of satisfaction.
Methodological table to highlight the relation between the classic goals (list is not exhaustive) of satisfaction studies with the corresponding types of questions.
| Goals |
Type
of question in the satisfaction survey |
| To measure the level of client satisfaction. |
- Closed questions
- Questions with a scale,
- Questions with grades of importance,
- Quantitative questions,
- Global scale questions...
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| Monitoring the level of satisfaction over time and producing comparative and historical analysis. |
- Recurring themes (or domaines),
- Grading scales (Closed questions),
- Questions about the perceived evolution..
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Satisfaction scales
Questions based on a scale system are the most used in satisfaction surveys. Questions based on a scale are various and offer several alternatives to measure the satisfaction level.
It is very important to choose the right satisfaction scale. It exercises a strong influence over the answers provided and the actual degree of satisfaction expressed. The table below identifies the most commonly used scales: semantic, notation scales from 1 to 10.....
| Type |
Examples of satisfaction scales |
| Semantic |
- Quite satisfied
- Generally satisfied
- Barely satisfied
- Not at all satisfied
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| Visual |
- Iconic scales (smiles, colors,etc…)
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| Notation |
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| Semantic and notation |
| 10 / 9 |
8 / 7 / 6 |
5 / 4 / 3 |
2 / 1 |
| Very satisfied |
Quite satisfied |
Quite unsatisfied |
Very unsatisfied |
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| Binary |
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5 steps- A Simple and Fast way to create customer satisfaction surveys with WysuForms survey software
1 - Layout of satisfaction survey
2 - Invitations to participants
3 - Participants responses
4 - Analysis and measure of satisfaction levels
5 - Generation of reports |
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