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Creating Customer Satisfaction Survey Questions
So, the survey started out rather innocent enough. Do I live in my county? Do I have any party alignment? Would I be voting in the next election? Who I planned to vote for? Then he read a measure that was up for vote and asked if and how I planned to vote for it. I’d never heard of the measure, but as long as I’m at the booth, I’ll likely vote. That’s just what I do.
First, the measure was entirely too long for me to absorb. If you’ve ever read a measure, you know it’s full of all sorts of weird things… folks trying to sneak things by the voters. Well, this one was no different, and I had questions. Parts of it, sounded it decent, but somethings stood out as odd to me. I had questions. He had few answers. In fact, I don’t even think he understood the initiative.
When he was done confusing me, I said I’d vote no. I don’t like measures that are too confusing and stick strange things into them. Then he summarized it to sound more attractive… Then my answer was an apprehensive yes, which is odd as I type it. I changed my answer after he reworded the question to sound better? haha
Now here’s where it started getting really weird, as if it wasn’t already weird. After I told him how I’d vote, he started asking follow-up questions. They were on the lines of, if you knew/understand this about the bill, how would you vote?
Double-Barrelled Question
I wasn’t even sure how to answer the question. My response to the surveyor was something like, that doesn’t even make sense and that’s a really bad question. Finally, I asked if there was a neutral choice and picked that.
Survey Question Tip: When you ask a question, be sure you’re only asking one question at a time. For example, better questions would have been:
How were your shrimp?
How was your burger?
Vague/Confusing Questions
Again, I wasn’t sure how to answer the question. He knew how I felt about hamburgers. I’d follow up with, does the question state where I’d get the hamburger? He’d say no. What am I supposed to do with that? My answer was neutral, because it really depended.
Survey Question Tip: Be as specific as you can, so there’s no room for interpretation.
How likely are you to eat a burger at a fast food restaurant?
How likely are you to eat a burger at home in the next week?
Loaded/Leading Questions
Using the restaurant example, a leading question would be, critics around the world have raved about our great burgers, how tasty was yours? The question has an air of judgment about it. If the participant doesn’t like the burger, does that mean their palate isn’t up to that of a food critic? Likewise, if I support a bill that’s poorly worded, what does that say about my intelligence?
A loaded question would be more on the lines of where will you be enjoying your next fast food burger? This question is full of assumptions. First it assumes that I’ll be eating a fast food burger in the first place. Then it assumes I’ll be enjoying it, if I do choose to have one.
Survey Question Tips: Don’t make assumptions and don’t tried to push your participants in any particular direction. Instead, take judgments out of your questions and keep the tone neutral.
How was your burger?
How likely are you to order this burger again?
Final Thoughts
So you know… I don’t think the political survey was meant to get valid results. Instead, I believe it was some sort of push-poll to sway me in a particular direction. After I expressed my irritation over the survey, he told me it was the last question and didn’t even bother getting my response before hanging up.
Anyway… as consumer entrepreneurs, be wary of surveys you take yourself.[/fusion_text][/fusion_builder_column][fusion_builder_column type=”1_1″ layout=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none” last=”no” hover_type=”none” link=”” border_position=”all”][fusion_tagline_box shadow=”no” shadowopacity=”0.7″ border=”1px” highlightposition=”top” content_alignment=”left” link=”https://backboneamerica.com/work-with-me” linktarget=”_self” button=”Let me help you develop one” title=”How are you collecting customer feedback?” description=”If you have no strategy, it’s time to get one.” animation_type=”0″ animation_direction=”down” animation_speed=”0.1″ /][fusion_text][fusion_separator style_type=”shadow” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” sep_color=”” top_margin=”” bottom_margin=”” border_size=”” icon=”” icon_circle=”” icon_circle_color=”” width=”” alignment=”center”][/fusion_separator]