When initiating a customer satisfaction survey, we start by establishing a project schedule in consultation with the client. Preparation can then begin, which can be divided into three elements. The choice is then made between publishing the survey online, sending it by email or conducting it on a specific location using a pedestal with tablet.
Drawing up the questionnaire
A set questioning structure consisting of the NPS question with motivation, around 15 statements and a question about changes. The questionnaire is drawn up on the basis of: input from the client, previous surveys, desk research and our experience.
Creation of a comprehensive database
An important element of the preparation phase is the creation and supply of a comprehensive database. The database is supplied as an Excel file and contains information on the customers to whom the survey is sent.
Design of online environment
Before sending the survey, we design the online environment. This includes for example designing the reporting levels and sending out test surveys in order to check whether everything has been set up correctly.
Following the survey, regression analysis will be used to establish links between the statements and the NPS. This will determine which statements have the greatest impact on the NPS, i.e. the customer satisfaction. The statements having the greatest impact on the NPS are the drivers. The answers to the open-ended questions are used as input for new statements. By conducting the survey a number of times, the optimum list of statements can be determined. The user-friendly questionnaire takes a mere three minutes to complete.
The list of contact data (the database) can be supplied as an Excel file. In addition to the names and email addresses of the contact persons, extra ‘custom key’ information can be added. For example, the customer’s account number, position and telephone number. This information is shown along with the responses in our online environment. There is no need for a database to be provided when conducting the survey using the pedestal with tablet.
As soon as all the preparation input is ready, we can design the online environment. This includes for example designing the reporting levels, multilingual questionnaire(s), email templates, user management and databases. Before actually sending out the questionnaire, we do a final test round within your organisation. This also creates engagement and allows us to gather any final feedback. Once everything is satisfactory, we generally send out the survey in the following week.