Creating Successful Survey Questions
Surveys can be a great way to gain and utilize customer feedback. However, there should be some planning involved in the way you word your questions and how they are formatted. Encharter Insurance did a customer satisfaction survey in 2012 applying yes or no questions and an area open for feedback. So the question for today: what makes a good survey question?
· Keep your questions simple so that they are easy to understand. The more basic the better.
· That said, they should be specific enough so participants know exactly what you’re looking for.
· Ask one question at a time. Don’t confuse your respondents by asking too much of them at a time (this ensures you get a complete answer on your end as well).
· If it’s a multiple choice question, be sure to give your respondent options, and also give them an area to fill in an “other” answer.
· If your survey is online, you may want to require answers to critical questions that you want answered. However, if some of the questions are asking for sensitive information, you should allow participants to choose whether they provide an answer or not.
· Keep a neutral stance when asking questions. You should not try to sway anyone to be biased one way or the other.
· If you’re giving a range (ex. Dissatisfied to Satisfied), be sure you have equal scales on both the positive and negative side, with the choice to be neutral as well.
So now that you’ve got the tips to build a successful survey, what kinds of things do you want to learn from your customers? Let us know in the comments, and don’t forget to check back to our blog to learn more!
–Alyssa : )
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