How to Create a Satisfaction Survey in 5 Steps

October 01, 2018

As a business, it’s important to make sure your customers are satisfied and to ensure that the services you offer meet their needs. You receive comments on a daily basis in person or via social media. However, it’s not always easy to collect all the information that’s given to you. That’s one of the main attractions of a satisfaction survey completed through a questionnaire.

But where do you start to launch this type of process? In the following paragraphs, we present 5 steps to explain how to create a restaurant satisfaction survey.

1) Define the objectives of the satisfaction survey

The first step involves knowing exactly what type of information you want to get out of the survey. To get a good response rate, it’s better to present a well-structured questionnaire with clear questions. It should also be relatively short, which means that you should avoid covering too many topics.

That’s why it’s so important to know exactly which aspects of your business you want to receive comments about before moving on to the questionnaire creation step. Do you want to evaluate your current products and services, or rather test the waters for a new idea you’ve had?

2) Create the satisfaction questionnaire

Once you’ve pinned down your objectives, you’ll be ready to put together your questionnaire. There are several ways to create and distribute a satisfaction survey, but for this example, we’ll stick to online questionnaires. These are gaining in popularity, since it’s easy to reach customers this way and people are more tempted to respond to these than other types of surveys, such as phone surveys or those sent through the mail.

The work of the person being surveyed must be simple. There’s no way the customer should be spending an hour filling out the questionnaire, since they’re doing it to help you (in addition to being able to share their opinion). Ideally, it’s recommended to limit the number of questions to a figure between 10 and 20. You should also consider that the more questions there are, the more time it will take to analyze the answers. In addition, the scale-based or multiple-choice questions should be more numerous than the open-ended questions to simplify the analysis process.

To find ideas for questions and structures, check out some predefined templates tailored to your industry.

3) Distribute the questionnaire

The next step involves choosing the distribution method via which you’ll send the questionnaire to the people you want to survey. This strategy can be carried out on several platforms at once to reach as many people as possible.

If you have your customers’ email addresses, you can send them an email inviting them to participate. You can also share a link on your social media accounts. Invitations to participate can also be placed inside your shop on posters and cards positioned within the customers’ view. Finally, don’t forget to highlight the link on your website.

4) Compile the responses to the satisfaction survey

Does your survey have a specific duration, or do you want to get a constant flow of comments and responses to the survey? The first option is particularly suitable for surveys that deal with a new product or a very specific question for which you want a quick response. In this case, once the survey period is over, you should collect all the questionnaires so that you can move on to the analysis step.

For online surveys, the compilation is done automatically, so this task isn’t complicated. As a result, if your survey is ongoing, you’ll have access to the results in real time.

5) Analyze the results

This last step is very important, since it represents the goal of your efforts. When you decide to analyze the results, take the time to do it right. You have valuable information in your hands that can help your business better target the needs of your customers. In light of this data, take notes and prepare reports that may be useful to you when making decisions. That’s the whole point of conducting satisfaction surveys!