How to create a company satisfaction survey

Company owners know that keeping their customers or acquiring new ones is vital. That's why they conduct customer satisfaction surveys to their customers at regular intervals. This article is for you if you have a large company and want to administer a satisfaction survey.

What is a customer satisfaction survey? How can you create a new company satisfaction survey? What should you pay attention to when creating? Which questions should you ask in your customer satisfaction survey? In this article, you will find answers to these questions and more. Let’s get started!

What is a company satisfaction survey?

A customer service satisfaction survey is a method for gathering feedback on customers' interactions with your company.

Beyond simply gauging customer satisfaction, these surveys can help pinpoint areas where your service could be improved and identify product or service-related issues that may need to be addressed.

Reasons to create a company satisfaction survey

We know what a company satisfaction survey is now. But why do we share company satisfaction surveys with clients and measure their satisfaction levels? Here are some reasons:

🎯 Enhance customer retention: One of the first and most fundamental reasons that comes to mind is to increase customer loyalty. Because companies’ faith is linked to clients' existence, addressing concerns and improving customer experience is essential to reduce customer churn and retain loyal customers.

🎯 Identify areas for improvement: Based on your customers' feedback, identify weaknesses in your offerings or processes that can be improved.

🎯 Benchmark performance: Monitor progress over time by comparing survey results across various periods or against competitors.

🎯 Support business decisions: Leverage feedback data to shape decisions on product development, refine marketing strategies, and improve service offerings.

🎯 Measure service quality: Review the efficiency and responsiveness of your customer service team.

🎯 Offering a competitive edge: Businesses that consistently conduct customer satisfaction surveys and adjust based on feedback are more likely to surpass competitors by effectively meeting customer expectations.

🎯 Increase engagement: Motivate customers to engage more with your brand by allowing them to share their opinions and boost company culture.

💡 If you want to see more reasons to conduct a survey, check out our customer satisfaction statistics!

20+ Must-ask questions to use in your company satisfaction survey

In this part, you will see more than 20+ questions you can ask in a company satisfaction survey. Based on your own company’s needs, you can add more, remove, or change them according to your preferences. Here are some essential company satisfaction survey questions to ask in your company satisfaction survey:

1. How satisfied are you with your overall experience with our company? (1- Very dissatisfied, 5- Very satisfied)

2. How would you rate the quality of our products/services? (1- poor, 5- excellent)

3. How responsive and helpful was our customer service team?

4. Did we meet your expectations? Why or why not?

5. How likely are you to recommend our company to others? ( Net promoter score)

6. What could we improve to enhance your experience?

7. How easy was it to navigate and use our website or platform? (1- very difficult, 5 easy)

8. Were your concerns addressed promptly and effectively?

9. What feature or service do you value the most?

10. Is there anything else you'd like to share about your experience with us?

11. How would you rate the value for money of our products/services?

12. How likely are you to continue using our products/services? (1- not likely, 5-extremely likely)

13. How satisfied are you with the speed of our service delivery? (1- Very dissatisfied, 5- Very satisfied)

14. How easy was it to find the information you were looking for on our website or in our communication? (1- very difficult, 5 easy)

15. Were there any issues or difficulties you encountered while interacting with us?

16. How does our company compare to others you’ve used in the same industry?

17. How clear and understandable was the communication from our team? ( 1- Not clear, 5- Very clear)

18. How satisfied are you with the problem-resolution process? (1- Very dissatisfied, 5- Very satisfied)

19. How would you describe the overall professionalism of our staff?

20. What additional services or products would you like us to offer?

21. How often do you feel we should reach out for feedback?

22. Was the length of this survey appropriate?

An example question for a company satisfaction survey

How to create a company satisfaction survey (without coding)

You need to prepare a well-designed customer satisfaction survey so that each customer feels valued. You can find customer satisfaction survey templates free or create your own with forms.app in four simple steps.

1. Choose a free template, start with a blank form, or create with AI

Choose a way to start

You can create your company satisfaction survey from scratch using the best form designer forms.app. Also, if you want to spend less time on forms.app, you can find a lot of company satisfaction survey templates. Plus, you can also use forms.app AI will create your survey with a single prompt.

2. Edit the questions or add your own

Add your satisfaction survey questions

You can choose the questions we have presented to you above and any questions you may have about customer satisfaction. You can also add your own customer satisfaction survey questions.

3. Customize the look of your company satisfaction survey

Style your survey

Nobody wants to bore their clients when they answer their surveys. Thus, visual appeal is important. You should carefully choose the colors, images, and fonts you use. forms.app can help with this, offering a range of manual customization features and pre-designed themes. You can change everything about the visual appeal according to your preferences.

Add your company’s logo

Plus, forms.app's logo feature allows you to add your company logo to your form or survey, giving it a professional look. You can easily add your logo and customize its size and placement to fit the design of your form. This way, your surveys not only improve visually but also help increase brand awareness.

Share your survey

Now, you are ready to share your survey with your clients. You can embed the survey on your web page, allowing customers to access it and provide feedback quickly.

Embed your survey

With forms.app's embed option, you can effortlessly embed the survey into your webpage. This feature integrates the survey as a part of your site, offering a seamless experience for users. You can customize the survey's design, size, and layout to align with your page's look.

💡If you want to create a more specific survey for your new product, check out our article on the product satisfaction questionnaire!

8 Expert tips to follow

You have learned the fundamental insights about the company satisfaction surveys. However, you still can improve your customer satisfaction survey with the eight expert tips below:

❓ Diversify question styles: Avoid asking the same type of questions in your company satisfaction survey. You can ask multiple-choice or open-ended questions. Questions may be about your company's qualitative and quantitative characteristics.

✨ Keep it short and simple: Limit the number of questions to prevent survey fatigue. Strive for a clear and concise format that emphasizes the most essential elements of the customer experience.

🗣️ Use clear and specific language: Avoid jargon and technical language. Make sure the questions are simple and easy for all customers to comprehend.

📱 Use mobile-friendly design: Make sure your survey is designed for mobile devices. Since many customers prefer using their phones to respond, a mobile-friendly format will enhance participation.

👁️‍🗨️Incorporate visual elements: Utilize visual aids, such as emojis or star ratings, to make questions more engaging and more accessible to interpret. This can help convey emotions associated with satisfaction levels.

🔑 Emphasize key areas: Concentrate on the crucial elements of the customer experience, including product quality, customer service, and usability. Customize your questions to align with your specific objectives.

📊 Analyze and act on data: Regularly analyze quantitative data and look for trends over time. Share findings with relevant teams and implement changes based on the insights gathered.

🔎 Follow up and act on feedback: Communicate your intentions for using the feedback gathered to enhance your products or services. Afterward, reach out to respondents to demonstrate that their contributions are appreciated and result in meaningful changes.

Final words

Measuring customer satisfaction is crucial for strengthening client relationships, boosting customer loyalty to your brand, and gaining new clients. For this reason, conducting customer satisfaction surveys at regular intervals could benefit your company.

In this article, you learned lots of things about company satisfaction surveys, such as what a company satisfaction survey is, why you should share it, which client satisfaction survey questions you can ask, how you can create a new survey, and more. Now, you can create and share a new consumer satisfaction survey for your clients!

Sevgi Soylu

Sevgi is a freelance content writer specializing in surveys for non-profits, question design, and email marketing. She crafts targeted content to help organizations engage their audiences effectively.