How to Use Questionnaires to Measure Staff and Customer Satisfaction

Many business owners and directors see surveys as a simple box-ticking exercise to satisfy the HR department or make the organisation be seen to care about its customers. If designed effectively however, it can elicit invaluable information for how companies can better engage with their staff and their client base.



There is a science behind survey design. As every company is different, a generic survey will rarely prove useful.

Even if you're asking the right questions, they need to be positioned in a way that will ensure you get the right answers.

If you're paying to survey hundreds, even thousands of people you need to make sure that what you get back is useful in helping you move your business forward.

Using our four core principles we can design a bespoke survey that will draw out valuable information to help you drive your business forward:

Clarity
Asking questions may seem straightforward but it's vital to be absolutely clear on what you want to know from your informants and not inadvertently influence their responses. Our surveys are neutrally worded and geared towards getting insightful and candid remarks.

Communication
If you are not listening to your customer wants and needs or taking your employee's opinions on board you could risk losing ground against your competitors. Our surveys open up a two-way dialogue between 'us' and 'them' and are an effective way to stay in the loop.

Feedback
Whether positive or negative, this information is gold dust for your business. Having a wealth of suggestions and comments for how you can improve and deliver a better service is vital in shaping your strategic decision making.

Implementation
Once you have all that data what are you going to do with it? Surveys should be designed in a way that enables you to determine the key areas for improvement, the parts that are working and the things that need work. By putting your customers and staff at the heart of your strategy you are guaranteed to improve services and increase staff morale.

These are just a few examples of the many benefits you get from detailed, tailored surveys. As most businesses rely on keeping existing customers happy, a survey is more valuable than any data purchase and has greater impact than any marketing campaign because it taps into how people perceive your company, your brand and your image. By working in close partnership with you and your team, a professional survey company can design a survey that will capture information that will act as a framework for your future ambitions.