Improve Your Business with a CSAT Survey Questionnaire

Your reputation is everything in the competitive world of contractors and builders. Your customers trust you. They open their doors and invite you inside their homes.

You and your team pour quality and skill into every project you tackle. But how can you be sure that effort translates to satisfied, repeat customers?

Why not quiz them? A CSAT survey questionnaire is a powerful tool that gives you honest insight into how your customers experience your service.

Asking your customers the right questions can improve the performance of your business. Think of it like a report card.

Follow up on the quality of your team’s craftsmanship. See how well you communicated with the homeowner. Assess your customer’s stress level during the project.

By using a CSAT survey questionnaire, you can discover the answers and use them to improve your business.

What Is a CSAT Survey Questionnaire?

Customer satisfaction (CSAT) is a marketing term used to judge the experience your customers have with your company.

A CSAT score is a thumbs-up or a thumbs-down on your service. It shows how satisfied your customer was.

A CSAT survey questionnaire is a short survey you send your customers to get their take on their experience with your company. It asks for ratings or simple yes or no answers to guided questions. You can also include space for them to include any additional comments.

The CSAT survey questionnaire gives you insight into how your customers experience your services. The CSAT score helps you understand how satisfied your customers are overall.

RELATED ARTICLE: GuildQuality’s Surveying Process

Why Is a CSAT Survey Questionnaire Important?

Imagine that you just finished building a custom home or completed a major renovation. How can you tell if the homeowner is happy with the entire experience?

Unlike an online review, a CSAT survey questionnaire lets you ask your customer specific questions about different aspects of your service. You can control the direction the questions take and, thus, the information you receive. It can be a game-changer.

Here’s how:

Showcases Strengths

Where does your team excel? A CSAT survey will tell you.

Did your project manager keep your customer informed? Were deadlines right on target? Use that data to spotlight your strengths in marketing materials and client testimonials.

Identifies Ways to Improve

No company is perfect. CSAT data helps you pinpoint areas for improvement.

Are several customers mentioning the same problem? Address those shortcomings before they become bigger issues.

Demonstrates Commitment

Requesting and addressing your customers’ concerns shows you’re dedicated to client satisfaction. Resolving issues promptly and respectfully helps prevent negative reviews.

Builds Repeat Business

Happy customers are the building blocks of strong business relationships. Using a CSAT survey to determine how to enhance your services or address issues can lead to a better overall customer experience.

Customers tend to be loyal to your business if they have consistently good experiences. They’ll refer you to their friends. Of course, we know that word-of-mouth marketing (WOMM) is solid gold for contractors and builders.

RELATED ARTICLE: Mastering Your Online Reputation: A Guide for Home Service Professionals

Designing an Effective CSAT Survey Questionnaire

You want feedback from your customers. But how do you ask the right questions to get useful answers?

Here are some tips for designing a CSAT survey questionnaire that’s easy for homeowners to answer. At the same time, the information you get will give you insight into improving your business.

Keep It Simple.

Ask clear, concise questions that anyone can understand. Aim for 5 to 10 questions per survey. People are busy, so keep it quick and easy.

Be Binary.

Simple yes or no questions give you clear-cut information about important aspects of the project.

For example:

• Did we meet the deadline?
• Did we stay within the budget?
• Did you feel safe with our crew working in your home?

Yes or no answers give you a snapshot of how things went.

Ask for Ratings.

Ask customers to rate their experiences for a more complete picture.

Focus on feelings. Try asking questions like:

• On a scale of one to 10, how satisfied were you with the project schedule?
• How satisfied were you with the cleanliness of the worksite after the project was finished? Followed by choices like “Very Satisfied,” “Somewhat Satisfied,” or “Not Satisfied.”
• How would you rate your customer service experience? Followed by one to five stars.

Make It Mobile-Friendly.

Many people access and answer surveys on their phones. Make sure yours is easy to read and can be answered on any device.

Leave Space for Thoughts.

Give your customers a place to offer suggestions in their own words. You may not have a question that directly addresses a specific area of the customer’s service. Yet, they may want to comment on it. Give them a space to do so.

Don’t forget to thank your customers for their time and input. Let them know how valuable their feedback is and how much you appreciate it.

FROM ONE OF OUR PARTNERS: Ask These 13 Survey Questions to Find Out What Customers Really Think

How You Can Start Designing an Effective CSAT Survey Questionnaire Right Now

Using a CSAT survey questionnaire isn’t just about getting feedback. It makes your business better.

Armed with the information you’ve learned about CSAT survey questionnaires, you’re ready to implement your knowledge. Here are some tips to help you start designing your CSAT survey right now:

Define Your Goals.

Grab a pen and paper and start making a list of your objectives. What do you want to know about your customers’ experience? Do you want to measure overall satisfaction? Identify areas for improvement?

Be clear about what you want to learn from your survey.

Draft Your Questions.

Start compiling questions you want to ask according to your goals. Keep a running list so you can identify which ones will best help achieve your objective. Remember to keep questions concise and relevant. Avoid jargon. Simplicity is key.

Focus on Key Touchpoints.

Pinpoint important stages in your customers’ experiences with your company.

Such as:

• Initial contact
• Estimate
• Service delivery
• Completion
• Billing

Tailor your questions to gather feedback on those touchpoints. You’ll learn where customer satisfaction can make a real difference.

Get Creative.

Offer a selection of emojis to express feelings and emotions instead of words. They’re not only easy to understand, but they also make the experience more interesting for the customer.

Choose Your Survey Platform.

There are many different survey platforms available. Each offers various features to consider.

Avoid the boilerplate approach. Look for user-friendly options and templates you can customize.

Consider Your Budget.

Some platforms are free. Some have a free trial period. Others charge a fee.

Some platforms, like GuildQuality, are designed specifically for home builders, remodelers, and service providers.

Estimate what you can afford to spend on a survey platform. Don’t forget to take features into account. You may not be able to customize free options as well, and that may be worth the added expense.

Test Your Survey.

Before sending your CSAT survey to your customers, try it out with a few people you know. Ask them if they understand the questions and can easily answer them.

Fix any technical issues.

FROM ONE OF OUR PARTNERS: How to Make Customer Service a Competitive Advantage