Customer Satisfaction Surveys: A 3-Step Guide for Better Services

💡 Key takeaway: Collecting, analyzing, and acting on customer feedback through simplified customer satisfaction surveys enhances service quality and satisfaction.

Customer satisfaction is key to the success of any business - and customer satisfaction surveys play a crucial role in the continuous improvement of services. They provide the perfect opportunity to get direct feedback from customers, better understand their needs and expectations, and respond to them effectively.
‍

That's why we've gathered three tips to maximize the effectiveness of your satisfaction surveys and improve your services based on customer feedback.

"The best advertising is a satisfied customer" - Bill Gates

1. Ask the right questions

Your client’s time is valuable, so your satisfaction survey should be straightforward. If you want constructive feedback, try avoiding any distractions.

• Clarify your goals. Before writing down your questions, ask yourself: What do you want to know? What aspects of your services or products do you want to evaluate? By understanding your goals, it will become easier for you to ask the right questions.
• Be specific. Avoid questions that are too long, vague, or ambiguous. Ask yourself if your question can be understood differently, and if so, rephrase it for maximum simplicity.

2. Make the process easy for your customers

Simplify the response process by making the surveys easily accessible.

• Use an actionable response scale. A scale of 1 to 5, 1 to 10, or smileys to share their opinion? In any case, make sure the chosen scale meets your needs and allows respondents to express their opinions clearly and precisely.
• Use intuitive tools. For example, our TaqtOne device allows occupants to provide feedback intuitively with three Smiley buttons. 
• Inform your customer about the survey duration. Will it take 5 minutes or 5 seconds? The easier the survey, the more likely your customer will respond.
• Simplify the response process. There is a certain psychology behind simple actions that can have a significant impact. When customers understand that a small gesture can make a big difference, they will be more inclined to share their opinions.

3. Analyze and act

Once the responses are collected, analyze them carefully to identify trends and potential areas for improvement. Then, develop a specific and practical action plan to address these issues. This could include revising cleaning procedures, training staff, or even introducing new equipment. Finally, make sure to regularly track progress and seek feedback from users again to always guarantee excellent service.

Actively listening to the needs and expectations of your customers is key to enhancing satisfaction and loyalty, which are essential elements for your business's success. This will not only improve the quality of your services but also boost the motivation and productivity of your teams.

TaqtOne Smiley device: assess satisfaction with the push of a button

Meet the TaqtOne Smiley device: a state-of-the-art IoT device that allows restroom occupants to assess their level of satisfaction with the cleanliness of the space. Key features include:

• Contact or contactless buttons: Three options for users to rate their satisfaction level.
• Display of the last six cleanings: Cleaners tag in with an NFC tag, and users can see recent cleaning history on the screen.
• Custom alerts for Facility Managers: Receive instant notifications to your phone if satisfaction levels drop or if a cleaning has been missed.

With these features, the TaqtOne Smiley device enhances real-time feedback, allowing managers to maintain high cleanliness standards and resolve issues before they impact customer experience.

Learn more about how to improve customer satisfaction here.