{"id":11937,"date":"2016-05-06T17:21:08","date_gmt":"2016-05-06T23:21:08","guid":{"rendered":"https:\/\/onehourmarketing.com\/?p=11937"},"modified":"2016-05-06T17:21:08","modified_gmt":"2016-05-06T23:21:08","slug":"writing-customer-survey-questions","status":"publish","type":"post","link":"https:\/\/onehourmarketing.com\/writing-customer-survey-questions\/","title":{"rendered":"Tips for Writing Effective Customer Survey Questions"},"content":{"rendered":"<p>Getting feedback\u00a0via customer surveys can uncover\u00a0critical information\u00a0to help\u00a0you make important business and\u00a0marketing decisions.\u00a0 But writing bad customer survey questions can spoil the results.\u00a0\u00a0Follow these\u00a0tips to\u00a0make the best of your questionnaire.<\/p>\n<h2>Identify the objective or objectives of the survey.<\/h2>\n<p>What is it that you specifically want to find out?\u00a0 Not having a clear objective can make the survey too long, or the questions unfocused.\u00a0 It&#8217;s not likely that you find out everything you need to know on one survey, so keep the objective on a single target of information you want to know.<\/p>\n<h2>Keep your expectations in line.<\/h2>\n<p>Most successful surveys\u00a0serve only as a way of confirming or denying assumptions that you&#8217;ve already made in your objectives.\u00a0 Surveys don&#8217;t often reveal widespread, brand new, secret, never-thought-of feedback from customers.\u00a0 By keeping expectations in check,\u00a0you can spot\u00a0informative trends in the answers, and not be looking for &#8220;magic wand&#8221; responses that you hope will\u00a0revolutionize your business.<\/p>\n<h2>Keep the questions easy to answer.<\/h2>\n<p>Don&#8217;t make the customer struggle and think hard to give you an answer.\u00a0\u00a0 Avoid the use of technical jargon, slang and abbreviations.\u00a0 The easier you make it, the more responses you&#8217;ll get.<\/p>\n<h2>Use a variety of question types.<\/h2>\n<p>If the survey is more than five to six questions,\u00a0use a variety of different question types such as:<\/p>\n<ul>\n<li>two-choice (ie., &#8220;yes\/no&#8221;)<\/li>\n<li>multiple-choice<\/li>\n<li>ranking (ie., &#8220;rate our service on a scale of 1-5&#8221;<\/li>\n<li>open-ended<\/li>\n<\/ul>\n<h2>Alternate between easier and more difficult questions.<\/h2>\n<p>To keep the customer moving at a quick pace through the survey (so that they don&#8217;t get frustrated and abandon it), mix up the easier questions with more difficult ones.\u00a0 Generally it&#8217;s best to start with a couple of easy two-choice or multiple-choice questions;\u00a0then add a more difficult or open ended one; then\u00a0provide\u00a0some easier questions.\u00a0 This will help your respondent feel like you&#8217;re not using too much of their time.<\/p>\n<h2>Make sure the questions aren&#8217;t\u00a0leading or biased.<\/h2>\n<p>For the results of a survey to be successful, you need to\u00a0ask questions in such a way to get the customer&#8217;s true view, not the answer you would like to hear.\u00a0 Here are a couple of examples of a leading and less-leading form of\u00a0question:<\/p>\n<p><em>Leading:<\/em>\u00a0 Most customers feel our pricing is about right.\u00a0 What do you think?<br \/>\n<em>Less leading:\u00a0<\/em> Do you feel our prices are (circle one):\u00a0 high\u00a0 &#8211; about right\u00a0 &#8211; low?<\/p>\n<p><em>Leading:\u00a0<\/em> Do you like the convenience of\u00a0our online customer support system?<br \/>\n<em>Less leading:\u00a0<\/em> Has our online customer support system met your needs?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Getting feedback\u00a0via customer surveys can uncover\u00a0critical information\u00a0to help\u00a0you make important business and\u00a0marketing decisions.\u00a0 But writing bad customer survey questions can spoil the results.\u00a0\u00a0Follow these\u00a0tips to\u00a0make the best of your questionnaire. Identify the objective or objectives of the survey. What is it that you specifically want to find out?\u00a0 Not having a clear objective can make [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":""},"categories":[1],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Tips for Writing Effective Customer Survey Questions - One Hour Marketing<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/onehourmarketing.com\/writing-customer-survey-questions\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tips for Writing Effective Customer Survey Questions - One Hour Marketing\" \/>\n<meta property=\"og:description\" content=\"Getting feedback\u00a0via customer surveys can uncover\u00a0critical information\u00a0to help\u00a0you make important business and\u00a0marketing decisions.\u00a0 But writing bad customer survey questions can spoil the results.\u00a0\u00a0Follow these\u00a0tips to\u00a0make the best of your questionnaire. 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