SURVEYS OF SATISFACTION
TO ENGAGE YOUR COMMUNITY

Surveys are an integral part of the customer journey and must be treated as an essential step in the marketing of an offer. Indeed, a quality questionnaire will ensure a better response rate and thus a better knowledge of your customers. Accuracy and measurability are the key words of a survey whose results will be of value to you.
The 4 key steps in creating an effective satisfaction survey:
- Think about defining the objectives of your questionnaire as well as the indicators, which are essential to measure your success.
- Choose the target of your survey. If it is well targeted, its response rate will be higher. Indeed, it is rare that a survey concerns all of your customers.
- Personalize your questionnaire, the respondent will feel more involved and will be more inclined to take the time to complete your survey.
- Write a short and simple questionnaire to avoid customer fatigue. For example, closed-ended questions are preferable because they require less time and effort than open-ended questions (which should be limited). 

The analysis of your data will allow the identification of sources of satisfaction and dissatisfaction of your customers and points of improvement concerning the offer but also customer service. These identifications must lead to real changes. This is why the last step is the implementation of an action plan.
To prioritize the actions to be carried out according to the importance of the criteria of the questionnaire, we recommend the use of an analysis matrix.