Customer Feedback

Customer survey

Anonymous

April 8th, 2014

what would be the best way to go about doing customer service development interviews.

What kind of questions are generally asked and what online tools are available.

Frederic Moreau Agile Business Transformer

April 8th, 2014

Hi Herve,

This structure of your survey will depend on its purpose and the value you want to create for your company and your market. This is why there is no standard questions to be asked.

However, if you want your survey to be meaningful, here is the overall process you could follow:

1. Start answering two questions: why do you want to run a survey, and what do you want to investigate exactly. This should be based on hard facts if possible, unless you want to validate an assumption. Do you need to carry out a pol, desk search, qualitative survey, quantitative survey? This should be identified at this stage together with the objectives you want to reach, to whom.

2. Identify your target group and how to reach out to a sample of respondents. Avoid panels offered by research firms, unless they are your clients already or have the profile to become clients.

3. Draw up questions. One way here is to start using your objectives and asking yourself what do you really need to know to achieve them. Once you have your questionnaire ready, try to "kill the questions", i.e. if you're not able to turn the response into an action, drop the question.

4. Collect answers. Bear in mind that a survey doesn't provide a solution to a problem. It delivers answers to your questions.

5. Draw up conclusions.

6. Analyze conclusions

7. Draw up recommendations

8. Create the solution(s)

9. Validate the solution by going back to your market.

10. Iterate whenever necessary until you create value to your market.

11. Reach out to me if you want to know more - fred@poldigital.com :)

Hope this helps.

Taylor Dondich Vice President of Engineering at MaxCDN

April 8th, 2014

Fast, easy and free is survey.io . This is VERY quick to get setup and it's fantastic in the questions that are already prepped for you.  Don't overthink this.  Get this survey in your customer's hands right away.

Luis Avila Owner/Fullstack Architect at IdeaNerd LLC

April 8th, 2014

This is a good one. I used this process.

http://customerdevlabs.com/2013/11/05/how-i-interview-customers/

Paul Ruderman

April 8th, 2014

I wrote a post recently on just this topic... and I do recommend using Clarity.fm to find objective target customers for your calls. Read this: https://medium.com/p/aa5e90cec935

Ksenia Kouchnirenko Director, Business Development & Strategy at Mint Software, Inc.

April 8th, 2014

Herve, you can try SurveyMonkey for your customer service interviews. There are recommended templates / questions that you can use in order to make the initial set-up easier.

Anonymous

April 9th, 2014

thank you all for your recomendations