The methods of customer satisfaction survey are:

1. Questionnaire survey

This is the most commonly used way to collect data on customer satisfaction. There are many questions in the questionnaire, and the respondents need to choose the corresponding answers to this question according to the preset table. Customers should evaluate the service quality, customer service work and customer satisfaction level of the enterprise from their own interests. At the same time, it also allows respondents to answer questions in an open way, so that they can master their thoughts in more detail.

2. Second-hand data collection

Second-hand data are mostly obtained through public publications, networks and survey companies. There may be defects in the detail and usefulness of the data, but it can be used as an important reference before our in-depth investigation. Especially when designing questionnaires, second-hand materials can provide us with a general outline of the industry and help designers grasp the problems to be investigated.

3. Interview research

includes internal interview, in-depth interview and focus interview.

Internal interview is the confirmation of second-hand information and an important supplement to second-hand information. Through internal interviews, we can understand the general ideas of business operators about the projects to be carried out, and at the same time, internal interviews are also the best way to find business problems.

In-depth interview is a typical in-depth interview with users to make up for the shortcomings of the questionnaire survey. In-depth interview is a one-on-one conversation on an argument, in which a series of exploratory questions are raised to find out the interviewee's views on something or the reasons for doing something.

Focus interview is an interviewer trained by an enterprise to guide 8~12 people (customers) to discuss a certain topic or concept in depth. Focus interviews usually avoid direct questions, but use indirect questions to stimulate participants' spontaneous discussion, which can stimulate participants' inspiration, let them speak freely in a "feel safe" environment and find important information.

objective of customer satisfaction survey

the core of the survey is to determine to what extent products and services meet customers' desires and needs. As far as its research objectives are concerned, it should achieve the following five objectives:

1. Determine the key performance factors that lead to customer satisfaction;

2. Evaluate the satisfaction index of the company and the satisfaction index of the main competitors;

3. Judge priorities and take correct actions;

4. control the whole process;

5. product upgrading and product upgrading.