Business Incorporation

Companies that are part of the supply chain such as manufacturers and wholesalers can often benefit enormously by conducting their own b2b customer satisfaction survey.

Improving the relationship between wholesalers and their suppliers and also between wholesalers and retailers brings potential benefits that will help improve the product in terms of:

• Quality, range and design
• Delivery method, speed
• Communication, method and level of service
• Payment, quality of documentation and settlement time
• Prices, wholesale and retail price

A manufacturer can improve the relationship that they have with their wholesalers to the extent that the wholesalers would need to think long and hard before they switched to a rival supplier. For example by improving the communication and being proactive in automating much of the paperwork they can add value to their entire product range and that may be just enough to encourage a wholesaler to invest time in resolving any potential problem as opposed to making it easy for them to dictate terms by threatening to switch to a rival supplier. By adding value to the relationship the product moves away from just becoming a commodity item that any Tom, Dick and Harry can supply.

Wholesalers are often doing themselves a disservice if they only focus on price and do not adequately value the many benefits of working with a professional and well organised supplier, a supplier that will deliver on time, will supply products that meet strict the agreed quality and that have invoice and delivery documentation that is clear and accurate.

By conducting customer satisfaction surveys aimed not at the end user but at those involved in the supply chain there are many rewards to be had. By understanding and taking into consideration the requirements of both parties the business processes between any two organizations can nearly always be vastly improved and all parties benefit by keeping costs to a minimum.

For manufacturers it is in their interest to establish long term contracts that will allow them to plan and reinvest, confident that their customers are interested in the benefits that long term relationships can bring. By manufacturers and wholesalers working together the whole fulfilment process can be streamlined and companies can work towards a just in time model where the need to hold large volumes of stock is reduced and along with all the associated costs.

The starting point for such an exercise is an exchange of information that can be obtained easily by utilising online customer satisfaction survey software that is now widely available and that makes the whole intelligence gathering process quick, easy and cost effective.

Small Business Advice b2b, customer satisfaction, customer services, Online surveys, questionnaires, satisfaction surveys

This morning the sun is shining bright outside as you and sit comfortably in your office. With a cup of hot coffee by your side and memories of the weekend’s activities still fresh in your mind, even if you say so yourself, today at least, life is sweet.

As you take a sip of your early morning double espresso you feel a rush of cool air and catch a movement from the corner of your eye. In the blink of an eye there is now an smartly dressed stranger sitting in the chair opposite. Surprised, you sure are; you didn’t hear anyone knock and before you have time to say anything something he begins in a calm and reassuring voice.

‘Here is the deal’

‘In every city of the world I am going to advertise your product on billboards at the busiest junctions.’

‘I will be able to tell you how many people see the advertisement, their gender, nationality and age group.’

‘I will tell you what they think of your product and in many cases I will give you their contact details. While they are looking at the billboard I will allow them to view your website and even make a purchase if they feel the urge.’

‘I can have all this setup in two days and it will cost you less than a small advertisement displayed in your favourite trade journal.’

He stops for just a second. ‘Interested?’

Now you might think that you should beware of offers that sound too good to be true, that you are going to wake up soon or maybe that you really should get a lock for that office door.

But let’s just take time to reflect. If you are still reading this I am that man who has come from nowhere and offered you a deal.

The advertising site is on the Internet and the billboard I’m offering is the much underrated online survey.

Stop for one moment and start to associate an online survey not with ‘market research’ but with ‘marketing’. And not any type of marketing this is ‘Marketing’ with a very large capital ‘M’ and in flashing neon lights. Marketing that is quick, effective, direct and low cost.

You can advertise a published online survey on a website, or via email and like a billboard by the side of a transport hub, your message will appear in front of people. Unlike billboards where it has to be estimated as to the number of people actually see an advert, the online survey records the number of times a survey is started.

Online surveys can ask demographic questions such as age, gender and nationality and in doing so allows you to collate metrics about the effectiveness of your promotion and confirm that you are interacting with the target respondent on a one-on-one level.

Unlike a billboard where the message can often just be subliminal with an online survey you have the opportunity to connect with the public to find out what they really think about your product, how it relates to them, how it is perceived.

Using an online survey website it takes only minutes and hours to create a survey and using the power of the Internet an online survey can reach hundreds of thousands of people on a daily basis.

Throw in a prize as an incentive for people to complete the survey, maybe some Pay Per Click advertising to capture an even wider, or more focused audience and you are still talking low cost effective marketing.

‘Okay then, tell me. Do we have a deal?’

Small Business Advice advertising, customer, customer communications, customer relationship, customer services, educating, feedback, marketing, Online surveys, promotion

Why should you bother?

The life blood of any business is good customer service. Although new customers are very important good customer service will help generate customer loyalty and repeat business. With each satisfied customer your business is likely to win many more customers through recommendations and remember, if you are not taking care of your customers, your competition will.

A customer satisfaction survey will demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide.

Where do you start?

Objective - Before you start creating your survey clarify the objectives of the survey, in that way you will find it easier to decide what are the right questions to ask.

Analysis - When the survey is complete consider how you will analyze the answers.

Bare in mind that ‘closed’ questions (where the respondents are asked to choose from a limited number of responses) are easier to analyse than questions that are ‘open’ (where the respondent can reply in anyway they want).

A lot will depend on the likely volume of respondents, the higher the volume the more important it is to have an easy method of analysing the results.

Opportunity – Keep in mind that as well as obtaining valuable market research data customer surveys are also a good way to publicise aspects of your service that your customers may not be aware of.

After you have drafted your survey read through the survey from a market research view point and check that you are asking the right questions in the right way and that with the feedback information you will be able to make informed decisions.

Then, read through the survey from a marketing view point, check that you have phrased each question so that every opportunity has been taken to promote your business?

The ideal question will perform the following three functions:-

• Market research - provide valuable feedback to help you improve your customer satisfaction levels and in turn your business
• Marketing - promote aspects of your business
• Information/Education - advertise a service that you provide that your customers may not have been unaware of

For example:- Do you find the in-store baby changing facilities useful?

By asking this question not only will the store receive good feedback on the facility they provide but they will also advertise their baby changing facilities and promote themselves as a family friendly store beyond those customers who have a specific need for the facility provided.

Warts and all – to benefit most from a customer survey you need to avoid the temptation, in any way, of attempting to sugar coat the survey.

A customer satisfaction survey should be designed to identify any problem areas so that they can be fixed; conducting regular customer satisfaction will help prevent complacency and will also give early warning on where you may be losing business to your competitors initiatives.

What should you ask?

Depending on their own particular size and makeup each business is likely to have unique factors in relation to providing good customer services however there are common areas relevant to all businesses be they a physical store, online store or a service industry. The following are some key areas to providing good customer service.

Communication - Do you make it easy for the customer to contact you?

When customers telephone are their calls answered quickly; are their enquiries about products or services handled properly? A good business will make every effort to ensure that whatever the customers query it is resolved by the right person, politely, quickly and fairly.

If there are reported problems that cannot be resolvable immediately do you promise to respond in a given time period and do you deliver on your promise?

Use a customer satisfaction survey to ensure that all your staff are considered by your customers to be courteous, helpful and knowledgeable.

Location – Do your customers find it easy to visit you, if a physical bricks and mortar store, is it conveniently located with good access?

Making it pleasant, making it easy - For a virtual business it is important to ensure that your website is easy to use and aesthetically pleasing.

Regardless of the store being a bricks and mortar or purely online web based store, is the store properly laid out and can your customers find what they need and is there sufficient detailed information and help on hand to explain how a particular product works?

The right quality products – In addition to measuring the quality of the service that you provide you should ensure that the products and services that you provide do fully match your customers’ requirements.

Value for money – Cheap or expensive is rarely a good measure, value for money is.

Do your customers associate your business with value for money, if not, why not?

Speed and attention – The majority of customers will want to be dealt with quickly but attentively.

Are you doing everything you can to avoid delays?

Customers like to be treated as individuals, how do you treat your customers? Attention is one thing but this has to be hand- in-hand with a quick and satisfactory resolution of the query.

Demographics and Specific issues – Take the opportunity to profile your customers, for example where do they live and what is their age group?

The more knowledge you have of your customers the better you will be able to target your business.

Within the survey encourage customers to highlight any problems and provide contact details so that their concerns can be investigated and followed up.

What next?

Analyze the results once the survey has been completed.

Trends – Identify common and specific areas where the customer service is failing.

Ask yourself if any criticism is valid and is there anything that can be done to resolve or minimise the problem?

Training – Are the staff properly trained and do they have sufficient knowledge?

Where employee training programmes have been implemented have they made a positive contribution to the business and improved the customer service?

Follow-up – If a customer has raised a specific issue through completing a survey ensure that they are contacted and that their complaint is properly addressed.

Don’t lose a customer by squandering an opportunity to resolve a problem.

Continuously Monitor - Make changes and then measure by issuing further surveys.

If you are concerned about customer satisfaction and what to view a sample survey for a store that will demonstrate some of the above advice please visit:- Sample Customer Survey

Small Business Advice customer satisfaction, customer services, marketing, Online surveys, questionnaires, satisfaction surveys

Designing surveys is easy; or is it? The truth is that writing surveys is easy but writing effective surveys is more difficult. The following tips will help you write more effective surveys.

1. What is the survey’s purpose?

Surveys are conducted for many reasons. By phrasing the questions and structuring the answers surveys can be used in a multitude of ways and for a variety of reasons. When compiling a survey don’t lose sight of the survey’s purpose.

2. Give the survey a good title

The survey title is key and an opportunity to instantly summarise a survey’s objective and encourage respondents to participate. Respondents need to invest time in completing the survey so make them feel that their investment is worthwhile.

3. Ensure that you do not make the survey any longer than it needs to be

Every question asked should be asked for a reason. Minimize the questions providing you with ‘nice to know’ information and focus instead on the ‘need to know’ questions.

4. Use plain English, maintain consistency, avoid jargon and acronyms and don’t ask questions that may result in ambiguous answers

Take care when wording a question. If a question is not clear then there is every chance that respondents may interpret the question differently to that intended by the publisher making any analysis of the data meaningless or at the very least misleading.

5. Avoid having long questions

Try to use succinct sentences wherever possible. Long questions can cause a respondent to lose concentration and lead to them abandoning the survey.

6. Ask only one question at a time

Avoid confusing the respondent with a question like ‘Do you like athletics and tennis?’

7. Do not influence the answer

It is important to avoid loading the question. ‘Should irresponsible shop keepers who sell tobacco to minors be prosecuted?’ is likely to have no value.

8. Ensure that the selected answer format allows the respondent to answer the question being asked

Allow the respondent to answer how they really feel or they may be less inclined to complete the survey. As a last resort consider the benefit of including a “Can’t say”, “Don’t know” or similar response option.

9. While compiling your survey consider how you will want to analyse the results once the survey has been published

When asking questions that allow for a free text open ended response appreciate that such information is likely to be difficult to score and/or summarised. Consider how answers can be grouped. For example “How long have you worked here?” - ‘less than 1 year’, ‘between 1 and 6 years’ and ‘more than 6′.

10. Ensure that the questionnaire flows

When asking questions group the questions into clear categories as this makes the task of completing the survey easier for the participants.

11. Target your respondents

Sometimes you will want to target a specific group, in others a cross section. If you can’t control who responds to your survey consider including questions/answers that will allow you to filter out respondents who don’t match your target profile.

12. Provide a channel for your respondents to expand on their answers or make comments

Allowing respondents to make additional comments will increase their satisfaction level and the comments will also give valuable feedback on the specific questions and/or the survey as a whole. Remember that for large sample collections it may be difficult to analyse free text open ended responses.

13. If the survey you are conducting is to be confidential ensure that you honour your pledge

If you have assured the respondents that the survey is confidential ensure that the individual data is not to be shared with anyone and not used for any other purpose. Confidentiality must be maintained at all times and any contact information destroyed once the survey has finished.

14. Consider the benefits and disadvantages of allowing respondents to be anonymous or identifiable

If your respondents are to be anonymous then you will be unable to follow up specific complaints or match “pre” or “post” surveys. There are advantages to allowing respondents to remain anonymous for example it would allow respondents to respond without possible peer pressure.

15. Consideration carefully the best response format

Maintaining a consistency in the format used for responses is good practice. When designing your survey keep in mind that when analysing the data radio buttons are easier to analyse than check boxes that offer the respondent multiple responses. Do not use a check box format if a radio response format would do.

16. Advise the respondent as to how much time the survey will take to complete

Respondent drop out can occur if the survey appears to be a stream of never ending questions. It is good practice to give an indication as to how long the survey is likely to take so that the participants can determine the best time to complete the survey.

17. Provide respondents with the survey end date

Encourage respondents to complete the survey as soon as possible but advise respondents as to the survey’s end date so that they have the opportunity to schedule the necessary time.

18. Trial the survey

Before publishing a live survey publish a small pilot survey to check for questions that are ambiguous or confusing and to ensure that the survey is aesthetically pleasing.

19. Before publishing the survey check the survey several times

Check and then check again that a survey is grammatically correct and makes sense. If practical get a colleague to check the survey before you publish, if no one else is available then take a break before checking again.

20. Thank the respondents

To complete surveys respondents have to devote their time and should be thanked either in a covering letter, at the end of completing the survey or in a follow up letter. You may even want to consider an incentive such as a reward of some sort.

For more information please visit Survey Galaxy

Small Business Advice advertising, customer services, employee surveys, employer, feedback, market research, marketing, Online surveys, promotion, questionnaires, satisfaction surveys

Public transport operators who already use passenger surveys may not fully appreciate the multiple benefits that surveys can bring. Not only are surveys an efficient method of market research that will help identify areas of passenger dissatisfaction, they are also perfect for measuring the effects of improvements and can, at the same time, help promote new initiatives to customers using the service.

Establishing a Starting Point

When embarking on any change management programme it is always good practice to establish a base line before any changes are made. This baseline survey can serve four purposes, it will:-

• allow the proper targeting of investment
• allow measurement of the effect of change
• assist in the moral of those implementing change
• ensure that new issues are kept separate from the original plan and budget

Targeting Investment

There are many areas of any public transport system that can cause passenger dissatisfaction all of which need to be monitored to ensure that the service being provided meets, and where possible, exceeds, performance level targets.

Issues that can be of concern to passenger include:-

• safety and security
• punctuality
• fares and ticket types
• capacity and overcrowding
• quality and design of vehicle
• cleanliness
• facilities at stations and terminals
• facilities for passengers with disabilities

Often limited resources and budgets means that investment needs to be carefully planned and properly targeted.

With passenger surveys operators can identify those areas that are of most concern to their customers. Through the analysis of passenger feedback the operator will be able to ensure that their improvement and investment plans are in line with passenger demands and concerns. Issues can be classified by priority and if they can be addressed in the short or long terms.

It may take many years for capital investment to take effect such as the building of new terminals, runways, laying new track or upgrading air traffic control or rail signalling equipment. However, the initial survey will almost certainly highlight some concerns that can be resolved almost immediately at a relative low cost.

Measuring Change

From having established a comprehensive programme from an initial survey the objectives for running periodic surveys are twofold.

An important objective will be to ensure that the changes and initiatives that are implemented have been effective in addressing passenger issues. A second objective will be to promote and advertise the initiatives that have been implemented and also inform and educate passengers of ongoing improvements and future plans.

Passengers need to know that their concerns have been understood and once that they know that the operators have acknowledged the problems and are taking steps to address them they can become more tolerant towards the outstanding problems.

Keeping Moral

Those implementing change can often develop a siege mentality. It can take time for any change to take effect and for the passengers to appreciate any improvement.

By monitoring passenger opinion and measuring the results against earlier surveys a successful change programme should see passenger issues change over time, some issues that were problems will no longer be raised.

Those tasked with implementing change and making improvements can become very demoralised as suffering passengers are slow to appreciate the efforts that are being made and are therefore negative in their comments. It is essential that a team implementing change can see clearly the effects of their efforts.

Identifying New and Old

In any long term change management programme issues can change over time. Priorities can change instantly so that due to an event what may have been important, is no longer important and what wasn’t an issue, suddenly becomes an issue.

Taking a baseline survey will allow issues that are raise by the passengers to be recorded chronologically. The needs of passengers evolve over time, individual requirements change, fashion changes, life styles develop along with technology, low cost budget carriers now compete with luxury travel and there is a clear demand for both, in some cases even form the same set of people depending on whether their travel is for business or pleasure. Monthly surveys will ensure that any changes in passenger attitudes are monitored.

Online Surveys Make It Easy

Online surveys can reach a broad cross section of any travelling public. They are quick and easy to design and implement and they provide feedback in a format that is ready for detailed analysis. The flexibility and low cost of online surveys will enable operators to run multiple surveys tailored towards specific groups.

Online surveys provide operators with a quick and easy method to collate good market research data while at the same time provide a platform to advertise and promote a commitment to passenger satisfaction.

Passengers benefit by having an effective channel to raise issues and through periodic surveys will begin to appreciate that the operator is continually investing and improving the service. The following are links to samples of Passenger Surveys

Sample Passenger Survey for an Airline Carrier: Airline Passenger Survey

Passenger Survey for a Train Operator: Train Operator Passenger Survey

Sample Passenger Survey for a Bus Operator: Bus Operator Passenger Survey

Small Business Advice airline, airline carrier, airline surveys, bus, bus operator, coach, customer satisfaction, customer services, feedback, market research, marketing, Online surveys, passenger surveys, promotion, train, train operato, transport, transport operators, transport surveys, travel

Why should you bother?

The life blood of any business is good customer service. New customers are important but good customer service will help generate customer loyalty and repeat business. With each satisfied customer your business will secure many more customers through word of mouth and you should always keep in mind that if you are not taking proper care of your customers there is always a competitor that will.

A customer satisfaction survey will help by not only identifying problem areas but will also demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide.

Where do you start?

Objective - As a first step decide what the main objectives of the survey are, in that way you will be able to retain focus and find it easier to decide what questions to ask.

Analysis - In addition to the objectives consider how you will analyse the answers having completed the survey.

Keep in mind that ‘closed’ questions (where a respondent is asked to choose from a limited number of responses) are much easier to analyze than ‘open’ questions (where the respondent can reply in anyway they want).

A lot will depend on the predicted volume of respondents, the higher the volume the more important it is to have an easy method of analysing the results.

Opportunity – Keep in mind that as well as obtaining valuable market research data customer surveys are also a good way to advertise aspects of your service that your customers may not be aware of.

Before you publish the survey confirm that the questions you have asked will provide you with market research data that when analyzed will help you make informed decisions.

Then, read through the survey from a marketing view point, check that you have phrased each question so that every opportunity has been taken to promote your business?

The ideal question will perform the following three functions:-

• Market research - provide valuable feedback to help you improve your customer satisfaction levels and in turn your business
• Marketing - promote aspects of your business
• Information/Education - advertise a service that you provide that your customers may not have been unaware of

For example:- Do you find the in-store baby changing facilities useful?

By asking this question not only will the store receive good feedback on the facility they provide but they will also advertise their baby changing facilities and promote themselves as a family friendly store beyond those customers who have a specific need for the facility provided.

Warts and all – to benefit most from a customer survey you need to be prepared to accept criticism.

A customer satisfaction survey should be designed to highlight problems so that they can be addressed; regular customer satisfaction will prevent complacency and will also give early warning on where your competitors initiatives may be losing you business.

What questions should you ask?

Although each business is likely to have specific and unique factors that are important in providing good customer services there are common areas that are relevant to all businesses be they a physical store, online internet store or a service industry. The following are key areas to providing good customer service.

Communication - Do you make it easy for the customer to contact you?

When customers telephone are their calls answered quickly; are their enquiries about products or services handled properly? Good businesses will make every effort to ensure that whatever the customers query it is resolved by the right person, quickly, politely and fairly.

If a problem cannot be resolvable immediately do you promise to respond in a given time period and do you deliver on your promise?

Use a customer satisfaction survey to ensure that all your staff are considered by your customers to be courteous, helpful and knowledgeable.

Location – Do your customers find it easy to visit you, if a physical store, is it conveniently located with good access?

Making it pleasant, making it easy - For an internet business it is important to ensure that your website is aesthetically pleasing and easy to use.

Physical store or online website, is the store properly laid out, can your customers find what they need and is there sufficient information and help on hand to explain how a particular product works?

The right quality products – In addition to measuring the quality of the service that you provide you should ensure that the products and services that you provide match your customers’ requirements.

Value for money – Cheap or expensive is rarely a good measure, value for money is.

Are the products you sell or the services you provide considered by your customers to be value for money, if not, why not?

Speed and attention – Regardless of the business most customers will want to be dealt with quickly but attentively.

Are you doing everything you can to avoid any delay?

Customers like to be treated as individuals, how do you treat your customers? Attention is one thing but this has to be hand- in-hand with a quick and satisfactory resolution of the query.

Demographics and Specific issues – Take the opportunity to profile your customers, for example where do they live and what is their age group?

Understanding your customers more will allow you to properly target your business.

Within the survey encourage customers to highlight any problems and provide contact details so that their concerns can be investigated and followed up.

What is next?

Having completed the survey analyze the results.

Trends – Look for common and specific areas where the service needs improving.

Ask yourself honestly if any criticism that you receive is valid and if there anything that can be done to resolve or minimise the problem?

Training – Are all employees properly trained and do they have sufficient knowledge?

Where employee training programmes have been implemented have they had a positive impact on the business?

Follow-up – If a customer has raised a specific issue through completing a survey ensure that they are contacted and that their complaint is properly addressed.

Don’t lose an opportunity to resolve a problem and keep a customer.

Continuously Monitor - Based on the survey results make changes and then re-measure by issuing further surveys.

To view a sample customer satisfaction survey for a store that demonstrates some of the above advice please visit:- Sample Customer Survey

Small Business Advice customer satisfaction, customer services, marketing, Online surveys, questionnaires, satisfaction surveys

Writing surveys is easy; or is it? The reality is that writing surveys is easy but writing surveys that will be effective is more difficult. The following are twenty tips that if followed will help you write more effective surveys.

1. What is the purpose of the survey?

Surveys and questionnaires are conducted for many reasons. By correctly phrasing the questions and structuring the answers surveys can be used in a multitude of ways and for a variety of reasons. When compiling a survey don’t lose sight of its purpose.

2. Give the survey a good title

The survey title is key and an opportunity to instantly summarise a survey’s objective and encourage respondents to participate. Respondents need to invest time in completing the survey so encourage them that the investment they make will be worthwhile.

3. Don’t make the survey any longer than it needs to be

Every question asked should be asked for a reason. Minimize asking questions that will provide you with ‘nice to know’ information and concentrate instead on ‘need to know’ questions.

4. Use plain English, avoid jargon and acronyms, be consistent and ensure that the questions you ask will not result in ambiguous answers

Be careful when wording the question. If a question can be interpreted in more ways than one then there is a risk that any analysis of the survey results will be worthless or at the very least misleading.

5. Avoid long questions

Try to use succinct sentences wherever possible. Long questions can cause a respondent to lose concentration and can lead to a higher level of incidents where respondents abandon a survey.

6. Ask only one question at a time

Avoid confusing the respondent with a question like ‘Do you like tennis and football?’

7. Do not influence the answer

Do not load the question. ‘Should irresponsible shop keepers who sell cigarettes to minors be prosecuted?’ is unlikely to have any value.

8. Make sure that the chosen answer format allows the respondent to answer the question being asked

Ensure that the respondent is able to answer how they really feel or they may abandon the survey. As a last resort consider the benefit of including a “Can’t say”, “No comment” or similar response option.

9. While compiling your survey consider how you will want to analyse the results once the survey has been published

When asking questions that allow for a free text open ended response, such as when asking the respondent for their comments, appreciate that such information is likely to be difficult to score and/or summarised. Consider how the answers could be grouped. For example “Indicate your length of service?” - ‘less than 3 year’, ‘between 3 and 6 years’ and ‘more than 6′.

10. Ensure that the questionnaire flows

Group the questions into clear categories as this makes the task of completing the survey easier for the participants.

11. Target your respondents carefully

Sometimes you will want to target a specific group, in others a cross section. If you can’t easily control the respondents consider including questions/answers that will allow you to filter out respondents who don’t fit your target profile.

12. Allow the respondent to expand on their answer or make comments

Allowing respondents to make additional comments will increase their satisfaction level and will also give valuable feedback on the specific questions and/or the survey as a whole. Remember though for a large sample collection it may be difficult to analyze free text open ended responses.

13. If you are conducting a confidential survey ensure that your pledge for confidentiality is honoured

If you have made guarantees to the respondents that the survey is confidential you need to ensure that the individual data is not shared with anyone or used for any other purpose. Confidentiality must be maintained at all times and any identifying information destroyed once the survey has finished.

14. Weigh up the benefits and disadvantages of allowing respondents to be anonymous or identifiable

If your respondents are to be anonymous then appreciate that you will be unable to follow up or match “pre” or “post” surveys. There are advantages to allowing respondents to remain anonymous for example it would allow respondents to respond without possible peer pressure.

15. Carefully consider the best response format

Maintaining a consistency in the format used for responses is good practice. When designing your survey keep in mind that when analysing the data single selection radio buttons are easier to analyse than multiple selection check boxes. Do not use a check box format if a radio response format would do.

16. Advise the respondent as to the approximate time it will take to complete the survey

Respondent drop out can become a problem if the survey appears to be a stream of never ending questions. It is good practice to give an indication as to how long the survey is likely to take so the respondents can choose the best time to complete the survey.

17. Advise the respondents of the survey end date

Encourage your invited respondents to complete the survey as soon as possible but advise the respondents of the survey’s end date so that they have the opportunity to schedule the necessary time.

18. Trial the survey

Before publishing a live survey publish a pilot survey to check for questions that are ambiguous or confusing and to confirm that the survey is aesthetically pleasing.

19. Before publishing the survey proof read the survey carefully

Check more than once that the survey is grammatically correct and makes sense. If practical get a colleague to check the survey before you publish, if you are unable to do this then take a break before checking again.

20. Remember to thank the respondent

To complete surveys respondents need to invest their time and they should be thanked at the end of completing the survey or in a follow up letter. You may even want to consider incentives such as a prize draw or reward.

For further information please visit Survey Galaxy

Small Business Advice advertising, customer services, employee surveys, employer, feedback, market research, marketing, Online surveys, promotion, questionnaires, satisfaction surveys