I find many an example satisfaction questionnaire that tries to gather more data than it should. It seems businesses, once they decide to ask their customers for feedback, feel compelled to put together a long list of survey questions in hopes of gathering as much customer information as possible in a single survey. In doing so, more often than not, they doom their project from the start.
Your satisfaction questionnaire should be brief. Customers or subscribers who are willing to grant you their valuable time and attention should be respected.
Example Satisfaction Questionnaire
That means asking just a few high-impact questions related to their current levels of satisfaction, engagement and loyalty. Two rating questions, using an intuitive 0-10 scale, can be followed by a brief open-ended question asking them how you can improve the blog. Taken together, these will few questions will provide significant direction for increasing the value of your relationship with your subscribers.
A final question would be one in which you ask how frequently they read or visit your blog — the results of which can be used to classify and group the responses for analysis.
Download a pdf version of this Example Satisfaction Questionnaire for bloggers
Even a simple survey, such as the example satisfaction questionnaire above, can yield powerful insights.
With minimal effort, such a questionnaire can be programmed using one of the online survey tools such as Survey Monkey to provide you with valuable results.
See Write Your Customer Satisfaction Questionnaire in 30 Minutes for more discussion of the mechanics of this type of customer satisfaction questionnaire and how to analyze the quantitative data you’ll receive.
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I would encourage you to use a five-point fully labeled scale: Not at all likely, slightly likely, moderately likely, very likely and completely likely. Research into NPS it was the least valid and reliable scale of four scales tested.
Jeffrey
My reading of Schneider, et al suggests that a 7-point partially labeled scale may be better than a 5-point fully labeled scale.
Regardless of the scale used for those just starting a measurement program, getting a qualitative understanding of what lies behind the rating is most important. That’s where the open-ended follow up comes in.
Ultimately, I’m much less interested in predicting the number of recommendations than I am in improving the company’s performance. And that means implementing a system that’s simple enough for customer, management and front line employees to understand.
Thoughtful — and certainly something for me to keep in mind down the road. Thanks!
Thanks for the comment Ted.
I’ll be publishing a Guide to Satisfaction Questionnaires soon.
As your site domain itself is saying satisfaction, i got complete satisfaction on questionnaires here. thank you very much.