Customer satisfaction

About customer satisfaction

The survey focuses on the customer’s opinion about the co-operation with your company. The customer is asked five questions, where the four questions focus on the current customer satisfaction (based on product, delivery, price and dialogue), while the fifth question focuses on loyalty (Can you recommend our company to others?).

The core of the survey setup is that a few basic questions are asked rather than many different and detailed questions. The customer also has the opportunity to provide additional comments on all five questions.

The survey must appear simple and easily accessible, and it must be clear to the customers that it is their experience of the co-operation that is in focus. By giving customers the opportunity to elaborate on their answers based on a few basic questions, you do not shape the answers in a particular direction, but give the customers the opportunity to share exactly what is important for them.

The survey provides an overall picture of customers’ current satisfaction and expectations.

The goal is to listen to customers and gaining insight into their immediate attitudes towards your company. When you listen, it gives inspiration to relevant dialogue – What works well? And what do not work so well?

The survey result should not be considered as a solution in itself, and should therefore not stand alone. The survey result should be seen as a tool for follow-up dialogue with customers.

Survey process

FACITanalysis invites the selected recipients via e-mail.

A responsive design is used which means that the email invitations is adapted for reading on both computers, tablets and smartphones.

FACITanalysis sends out an email invitation to the planned start date, and subsequently sends a reminder email after 7 and 14 days, respectively, to the respondents who have not yet responded.

For surveys with open answers (access to the individual respondents’ answer), we send a status report after the 1st and 2nd email that informs about who has and has not responded. For surveys with anonymous answers, similar reports are sent that only inform about how many have and have not answered.

FACITanalysis sends a results report no later than five working days after the response deadline.

We recommend that the company prior to sending out the satisfaction survey communicates to the recipients that there is a satisfaction survey on the way (why, how to follow up, etc.). This can, for example, be done in a newsletter or in a prior email.

Survey frequency

The need for measuring customer satisfaction and loyalty varies depending on customer relationships and products. It is typically sufficient that customers are asked 1-2 times a year.

The survey can be sent to all customers at the same time, or the sending can be divided according to relevant customer groups. For example, it can be divided based on customer type, size, geography, etc. It is important that there is time for the follow-up dialogue with the customers.

Open or anonymous answer?

For customer surveys, it is possible to choose between open answers (access to the individual respondents’ answer) and anonymous answers. You select the desired type of answers in the order form under “Order survey”.

FACITanalysis recommends that open answers is used, as it is the knowledge of the individual customer’s satisfaction and expectations that forms the basis for a targeted follow-up dialogue.

Data used for open answers is typically: email, company name, first name and last name.