You’d like to create a satisfaction form for your company, but you’re not sure how to go about it…

We’ll guide you through 7 steps to help you feel more at ease when creating your form. 😉
Don’t hesitate to go to Jotform to create your forms, you’ll see how easy it is.

1. Setting goals

To start with, you need to know your customers.
The aim is to find out more about your customers and assess their needs and expectations through their responses. 😉

Next, you’ll measure customer satisfaction and the impact of your actions.
The results of your surveys will give you a better idea of the added value you offer compared with your competitors.

2. Define the main themes

Once the themes have been defined, we need to know how to evaluate them.
Let’s take the example of the physical reception of customers. This can be broken down into various points, such as waiting time, employee friendliness, presentation, etc.

The most important thing is to prepare a solid base on which to build your survey.

3. Setting up the structure

Types of questions

There are different kinds, as you know, the open question: “What do you think of our new product?” or “Are you satisfied with our service?”, or on the contrary, closed questions, to get a simple answer like “yes” or “no”.

And of course, multiple-choice questions are the most popular.
It’s easier and quicker for the customer to answer these kinds of questions.
Let’s not forget the ladder question! These are very common, and give customers the opportunity to qualify their answers.

4. Define broadcast mode

Paper form

Sending out paper forms to implement your survey enables you to reach a vast geographical area.
The financial cost is low 😉

On the other hand, there’s no customer contact, and you have no idea what percentage of customers will respond to the form.

By phone

Here, costs are moderate and you’re in direct contact with the customer. The downside is that it will take longer for both the company and the customer.

By e-mail

The e-mail questionnaire is the most widely used today. It’s quick and easy to distribute, and above all less intrusive for the customer than a phone call.

5. Test your questionnaire

Before publishing your survey, you need to test it.
This ensures that you’ll be able to spot any lack of clarity in your questions, as well as any questionnaire length that could be prohibitive for your customers.

Carry out the test internally with your staff, then test it with your customers on a smaller scale, and finally distribute your survey.

6. Create your questionnaire

Remember to keep your questions simple and understandable, so don’t use technical language!
And above all, don’t make your questionnaire too long, as you risk tiring your customers.
To bring your questionnaire to a close, don’t forget to end with an open-ended question to let the customer have his say, so that he can take the time to express his feelings in greater depth by giving more details.

7. Once you've collected them, spread the word!

On review platforms

Whether it’s Yelp or TripAdvisor, you can’t beat them. Customers ask before they buy, and these platforms give them the information they need.
As a result, it’s also an ideal place for you to disseminate the reviews collected from your customer review form.
Don’t hesitate to create a page to boost your visibility 😉

On Google My Business

Google My Business allows you to create a business page and provide all the information about your company.
The address, opening hours and customer reviews are available online.
In concrete terms, you’ll be able to appear in the search results of Internet users, as well as your customers’ opinions.