How happy are you with us?

1. How satisfied or dissatisfied are you with our company overall?
2. Which of the following words would best describe our products?

You can select more than one answer.

3. How well do our products meet your needs and expectations?
4. How would you rate the quality of our products?
5. How would you rate the quality / price ratio of our products?
6. How would you rate our ability to answer your questions or doubts about our products?
7. For how long have you been a customer of our company?
8. How probable is it that you will purchase again?
9. How likely is it that you would recommend our company to a friend or acquaintance?
Definitely not
Definitely yes
10. Do you have any other comments or questions? Let us know.

This is a sample questionnaire, answers are not saved. You will find the template ready in your Quanda account in the Questionnaire library.

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How to read satisfaction by the length of the customer relationship

The length of the relationship changes how the same answer should be read. The template asks about it in question seven, so you do not have to average customers who have known you for a week with those who have been buying for years.

Group What they rate What to focus on
First purchase and less than 6 months Mostly the first impression. Met expectations. A weak rating means the offer promises more than the customer received.
Between 6 months and 3 years Products and support they already know. The quality to price ratio and your ability to answer questions, this is where the next purchase is decided.
More than 3 years Long-term experience, these are the most valuable customers. A drop in satisfaction is a warning. Compare it with the likelihood of a repeat purchase.
Not a customer yet Only your offer. This group only appears when you share a public link, a survey sent after a purchase does not reach it. Evaluate it separately, the comments say why they have not bought so far.

Follow the same groups every time you evaluate. A single number for the whole database often hides a change, the trend within the groups reveals it.

How to send the survey to customers from Quanda

Send the survey continuously, to each customer right after a sale or a completed project, not to everyone once a year. The experience is fresh in the customer's mind and thanks to the right timing they answer more willingly.

  1. Create a survey in Quanda from the Customer satisfaction survey template. The help article Creating and setting up an online survey describes the procedure.
  2. In the Distribution step switch the survey status to Ready to use. Quanda generates a link that leads straight to the survey.
  3. Create a contact tag, for example After purchase, and assign it to every customer right after a sale or a completed project, manually or by import.
  4. Create an e-mail series and choose this tag as the recipients. In the e-mail explain why you are asking and that the survey takes about 3 minutes, and put the survey link into a button.
  5. Let the series run permanently. Every contact you assign the tag to gets the e-mail automatically and responses come in continuously. In the survey automations also turn on a reminder for those who opened the survey but did not submit it. Control the sending frequency with the tag. After a period you choose, remove it from the contact and the survey only arrives again after the next purchase. Set the period to suit your product or service and how often it makes sense to ask your customers.

How to evaluate the customers' answers

Net Promoter Score (NPS) is a measure of willingness to recommend based on the 0 to 10 scale question. Read satisfaction with quality, price and support next to it, not instead of it.

The first question with stars corresponds to the CSAT (Customer Satisfaction Score) metric, calculated as the share of ratings 4 and 5 out of all responses.

  1. Once you have at least 100 responses, open Analysis of answers in the survey and come back to it regularly. For each question you see how many people answered and how many skipped it.
  2. Use the advanced filter to split the answers by the question about the length of the relationship: first purchase and less than 6 months, between 6 months and 3 years, and more than 3 years.
  3. Compare the ratings of quality, the quality to price ratio and the ability to answer questions between the groups.
  4. Calculate NPS from the recommendation question: the share of answers 9 and 10 minus the share of answers 0 to 6.
  5. Download the results as a PDF in the Final report or e-mail them to colleagues from there.

How to turn the answers into specific steps

A survey only makes sense if you change something afterwards and customers notice. Take a short list of steps from every evaluation, not just numbers.

  • Use the words customers choose for your products in your offer and on your website. Sort the negative words by frequency and you have a list of priorities.
  • Thank the promoters (9 and 10) and ask them for a review or a testimonial. Because Quanda knows the respondent, an automation in the survey can send them an e-mail asking for a Google review or a reference letter right after they fill it in, while the experience is fresh.
  • Do not overlook the passives (7 and 8), they are only a step away from the promoters. Look in their comments for what keeps them from rating you 9 or 10.
  • Contact the detractors (0 to 6) personally and quickly. In the automations set a notification to selected colleagues when the survey is filled in with a low rating, so you know about a dissatisfied customer right away.
  • Segment customers with tags based on their answers. An automation adds a tag according to the answer, for example Satisfied customer or Dissatisfied customer, and you build further campaigns on the tags.
  • Sort the comments from the last question by topic: product, price, support, delivery. Deal with the most frequent topic first.
  • Tell customers what you changed based on the survey. More of them will answer next time.

Frequently asked questions

Quanda recommends not sending the survey to everyone once a year, but continuously to each customer right after a sale or a completed project. The experience is fresh in the customer's mind and the right timing brings a higher response rate. A once a year survey reaches one customer the day after a purchase and another a year later, when they may no longer be willing to answer. Then evaluate the results continuously.

Ten questions: a star rating of overall satisfaction, a choice of words that describe your products, six single choice questions, a 0 to 10 recommendation question and space for a comment. It takes about 3 minutes to complete.

Quanda recommends collecting at least 100 responses before you evaluate the results. The important thing is to reach both new and long-term customers.

Yes, the template is a starting point. In Quanda you can rewrite the texts and answer options, replace the word products with services or add a question about a specific product line. Question types are described in the help article Building a survey, question types.

With a link to the survey that you send or embed anywhere, or with an e-mail series from Quanda that sends it to every customer after a purchase. The help article Distribution explains both.

It is anonymous only when you share it with a public link. When you send the survey link with any campaign from Quanda, including an e-mail series, Quanda identifies the respondent. In Completed surveys you then see who filled in each survey.

Satisfaction tells you how the customer rates their experience with the company and its products so far. Net Promoter Score (NPS) measures the willingness to recommend you. The template covers both, the NPS calculation is described above in the section How to evaluate the customers' answers.

An NPS above zero means you have more promoters than detractors. The result ranges from minus 100 to 100, but its trend over time matters more than a single number. Compare NPS with the previous period, ideally separately for new and long-term customers.

So that you can split the answers into new and long-term customers. Each group rates something different, see the section How to read satisfaction by the length of the customer relationship above.

Contact them personally and as soon as possible, while the problem is fresh. When the survey goes out with a campaign from Quanda, you know who answered how. The procedure is described above in the section How to turn the answers into specific steps.

Yes, the Customer service satisfaction survey template asks only about the experience with support and fits right after a request is resolved.

The template is free in all Quanda plans with the Surveys module switched on. You only pay for the Surveys module, and the pricing page calculates its price for your number of contacts. In the 14 day trial you can create a survey for up to 100 respondents, see the help article Starting a trial and what it offers.

Let the customer satisfaction survey run permanently. Every customer gets the survey right after a sale or a completed project, so responses come in continuously and you evaluate them continuously. Do the first evaluation once you have at least 100 responses.

The template is in the Questionnaire library in Quanda in Czech, English, Slovak and Polish. You can reach customers abroad in their own language and edit the questions just as in the English version.

No, unless you want them to. You set the sending frequency yourself. After a purchase you assign the contact a tag, for example After purchase, and assigning it triggers sending the survey. After a period you choose, for example 3 months, you remove the tag from the contact. As long as the contact has it, another purchase does not trigger sending again. Choose the period to suit your product or service and how often it makes sense to ask your customers. Customers who buy often are not bothered by repeated surveys.

Related

Related templates and articles

Products and services evaluation

Customer service satisfaction survey

A customer service satisfaction survey is a short questionnaire that a company sends to a customer after their support request has been resolved. The ready-made template of seven questions measures the overall quality of service, first contact resolution, speed, the expertise and helpfulness of the agent and the effort the resolution cost the customer. A recommendation question and space for a comment complete it.

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