{"id":4212,"date":"2026-03-18T18:30:00","date_gmt":"2026-03-18T17:30:00","guid":{"rendered":"https:\/\/botnation.ai\/site\/?p=4212"},"modified":"2026-03-18T18:51:34","modified_gmt":"2026-03-18T17:51:34","slug":"customer-satisfaction-survey","status":"publish","type":"post","link":"https:\/\/botnation.ai\/en\/customer-satisfaction-survey\/","title":{"rendered":"How to do a customer satisfaction survey properly?"},"content":{"rendered":"<p>To improve their products and services and build customer loyalty, companies frequently organize <strong>customer satisfaction surveys<\/strong>. These usually take the form of questionnaires that are integrated into a <strong>chatbot<\/strong> or distributed by e-mail. A successful survey gives companies a better idea of the experience they offer their customers, and how best to improve it. But to get to this stage, you need to make a success of your survey. How do you go about it? All the answers in this article.     <\/p>\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #3d351f;color:#3d351f\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #3d351f;color:#3d351f\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-survey\/#Determine_the_purpose_of_your_satisfaction_questionnaire\" >Determine the purpose of your satisfaction questionnaire<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-survey\/#Define_the_main_headings_of_your_questionnaire\" >Define the main headings of your questionnaire<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-survey\/#Write_your_questionnaire\" >Write your questionnaire<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-survey\/#Types_of_questions\" >Types of questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-survey\/#Types_of_questions-2\" >Types of questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-survey\/#The_rating_system\" >The rating system<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-survey\/#Define_a_distribution_method_for_the_survey\" >Define a distribution method for the survey<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Determine_the_purpose_of_your_satisfaction_questionnaire\"><\/span><strong>Determine the purpose of your satisfaction questionnaire<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>The first step in any <a href=\"https:\/\/botnation.ai\/en\/how-to-customer-satisfaction-survey\/\">customer satisfaction survey<\/a> is to clearly define your objectives. It\u2019s important that the questionnaire serves a specific purpose for the company. Otherwise, it\u2019s highly likely that your questions will go off in all directions, and that your study will end up being of no real interest to you or your customers. The clarity and precision of your questionnaire\u2019s purpose will have a direct impact on each customer\u2019s responses and on your results.   <\/p>\n\n<p>Generally speaking, when conducting <a href=\"https:\/\/botnation.ai\/en\/customer-satisfaction-measurement-tools\/\">customer satisfaction<\/a> surveys, companies have a number of specific aims in mind. The first is to gain a better understanding of the customer base. Getting to know the people to whom you\u2019re offering your service or product is the first step to better understanding their expectations and needs.  <\/p>\n\n<p>The second type of objective in a <a href=\"https:\/\/botnation.ai\/en\/how-to-evaluate-customer-satisfaction\/\">satisfaction questionnaire that often comes up is measuring the level of customer satisfaction<\/a> with the experience offered by the company. This enables the company to assess not only the impact, but also the performance of a product or service. <\/p>\n\n<p>Another type of objective is the search for dissatisfaction. In this type of survey, the company solicits the help of its customers to improve its service. It tries to question the user experience in order to identify areas for improvement.  <\/p>\n\n<p>Finally, a customer satisfaction survey can be carried out with the aim of understanding customers. That is, to gather their perception of a service or product, and their use of that service. Be careful not to combine all these objectives in a single survey, especially if you\u2019re using <a href=\"https:\/\/botnation.ai\/fr\/\">a conversational robot<\/a> for distribution.  <\/p>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Define_the_main_headings_of_your_questionnaire\"><\/span><strong>Define the main headings of your questionnaire<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Once you\u2019ve established the purpose of your<a href=\"https:\/\/botnation.ai\/en\/customer-satisfaction\/\">customer satisfaction survey<\/a>, you can now define the main ideas around which your customer satisfaction questionnaire will be structured. These can cover a wide range of subjects or company departments on which you\u2019d like to obtain more information. From reception and product delivery to <strong>after-sales service<\/strong>, experience and quality of service, it\u2019s up to you to choose what suits you best.  <\/p>\n\n<p>Once the headings have been defined, it\u2019s much easier to determine which questions should be included in the customer satisfaction questionnaire. All you have to do is break down the main ideas into sub-sectors of the company. This will make it easier for your customers to answer, and give you more relevant results.  <\/p>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Write_your_questionnaire\"><\/span><strong>Write your questionnaire<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Drawing up a customer satisfaction questionnaire is a delicate stage, since it\u2019s the very thing that will enable the company to carry out its survey. The success of a good questionnaire generally depends on three main factors: <\/p>\n\n<ol class=\"wp-block-list\">\n<li>Types of questions<\/li>\n\n\n\n<li>Types of questions<\/li>\n\n\n\n<li>The rating system.<\/li>\n<\/ol>\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Types_of_questions\"><\/span><strong>Types of questions<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>In a customer satisfaction questionnaire, there are several types of question. There are open-ended questions such as \u201cWhat is your opinion of our X service? These forms of questioning allow customers to express themselves freely. They are free to answer any question relating to the company\u2019s product or service.   <\/p>\n\n<p>Then there are closed questions such as: \u201cHave you ever used our product or service X? These are questions that customers can only answer yes or no to, in customer satisfaction surveys. Then there are multiple-choice questions. These offer a choice of answers.   <\/p>\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Types_of_questions-2\"><\/span><strong>Types of questions<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>They are directly related to the survey objective and headlines mentioned above. Depending on the type of questionnaire, there are demographic questions that give a better idea of who the customer is. <\/p>\n\n<p>You also have questions, about a product or service, which allow you to gather as much information as possible about what customers think, and how they use the item. There are also dissatisfaction questions, to record customer complaints and much more. <\/p>\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"The_rating_system\"><\/span><strong>The rating system<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n<p>Several <strong>rating<\/strong> systems are generally used in satisfaction questionnaires. The first is a verbal scale, used in many cases, with response modalities such as: \u201csatisfied\u201d; \u201cvery satisfied\u201d, etc. The problem with this type of question is that customers have some difficulty in providing answers based on their feelings. The problem with this type of question is that customers have some difficulty in providing answers based on their feelings.  <\/p>\n\n<p>What\u2019s more, the results are far too variable, making it difficult to evaluate the data. The second is a rating scale. This is much more widely used because it\u2019s easier to understand. The customer is asked to give a score from 0 to 10, or from 0 to 5. The final rating system uses <strong>pictograms<\/strong>. These are usually smiley faces.     <\/p>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/09\/Boite-aux-lettres-emails-2.jpeg.webp\" alt=\"Mailbox, email\"><\/figure>\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Define_a_distribution_method_for_the_survey\"><\/span><strong>Define a distribution method for the survey<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Designing a survey questionnaire is all very well. But you still have to decide how to submit it to your customers. There are a number of ways in which companies can easily achieve their <strong>survey<\/strong> objectives. A company can propose a questionnaire using a paper form to be filled in, carry out the survey by telephone, or send the questionnaire by e-mail to some of its customers. These are widely-used methods of distributing surveys, but they are not always effective because they are time-consuming.    <\/p>\n\n<p>The most recommended way to conduct a survey quickly and reliably is to use a <strong>chatbot<\/strong>. A chatbot is an instant messaging robot that enables companies to improve their customer relations. A bot is able to submit a questionnaire to thousands of a company\u2019s customers simultaneously. Once the questionnaire has been distributed, the chatbot is able to help the company analyze the results of the customer satisfaction survey.   <\/p>\n","protected":false},"excerpt":{"rendered":"<p>To improve their products and services and build customer loyalty, companies frequently organize customer satisfaction surveys. These usually take the form of questionnaires that are integrated into a chatbot or distributed by e-mail. A successful survey gives companies a better idea of the experience they offer their customers, and how best to improve it. But [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":3963,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[391],"tags":[],"class_list":["post-4212","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-relationship-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/4212","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/comments?post=4212"}],"version-history":[{"count":0,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/4212\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media\/3963"}],"wp:attachment":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media?parent=4212"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/categories?post=4212"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/tags?post=4212"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}