Ideas for Survey Questions to get best response

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I am writing an automated phone customer satisfaction survey and I am wanting some ideas on how to get the best feedback. Here is how my automated phone survey is structured right now:

1. intro
2. ask first and last name
3. ask email address
4. ask zip code
5. rate the service provider 1-5 stars
6. ask for feedback about the service.

Right now, question 6 is the one I am having troubles with. I want to gather feedback from the customer that is going to be positive and feedback worth sharing with their friends.

Right now I am using this script:

"Last question, please describe the job and how well the service provider did, then press the pound key."


Any other ideas on how I can ask question #6 so I can test to try and get better feedback worth sharing from my customer?


Should I try and put #6 as the first question?


I'm open to any ideas.



Thanks
#copywriting #ideas #questions #response #survey
  • Hey Mark,

    When I used to ask for feedback from my clients so I could use their testimonials I would ask for similar information.

    What I found was that if you asked what they liked about the service, usually I got horrible answers that weren't really actionable advice... which was a pain.

    Think about it - You go into a restaurant and the server forgets your drink.. the food takes a little bit too long to arrive.. and it doesn't taste all that great but when the server asks "how did you enjoy your evening tonight?" you probably respond with something like "it was fine, thank you".

    Is this helpful?.. Not at all. There were several points that you'd have liked to see improved but you didn't share that when prompted.

    Here's what I typically did to get around that...

    "I'm always looking to improve my service. What do you think I could improve upon in the future?" was usually how I'd ask - and that tended to give me a better, more meaningful response.

    I'd ask what they liked too, but that was more for my own ego, right? >_>.. haha

    Maybe try something along the lines of..

    "Last Question, please describe the job and how you think the service provider could improve in the future, then press the pound key."

    If you get negative feedback - that's great because you know what to work on... and many times you'll still get good feedback even though you didn't ask for it. :-P ("I can't think of anything they could have done better")


    Anyway.. I'm no copywriter - I'll leave that to the pros.. but I hope my experience will be of some use to you.

    Cheers,
    -Adrian
    • [ 2 ] Thanks
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    • Yeah, I agree with Adrian 100%. I used have to action the responses of 20 anonymous customers a month to a series of customer service questions, and some of the questions were so poorly worded they might as well have asked the customer is they liked nice weather.

      As Adrian suggested, invite the respondant to be honest and forthcoming.

      "Customer service has always been a priority for us here at *******. What could we do that would improve our customer service for you?"

      They're much more likely to walk through the door when you've already opened it and welcomed them in!

      Good luck.
      • [ 1 ] Thanks
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