Customer Satisfaction Survey (PSC) is a tool used to discover what a certain group of customers thinks about your virtual store and the e-products you sell, with the aim of optimizing them.
PSC is also a resource that can help you create a " Buyer Persona + Business Scenario " overview, giving you more control over your e-commerce business, your competitors, your customers, and the market in general.
The basics of making a good PSC is – when creating the questions – to use the:
– Objectivity
Ask only one question at a time.
– Conciseness
Use short sentences to avoid confusion.
- Clarity
Use simple words.
- Precision
Avoid using terms with double meanings.
With this base, you can create two types of surveys. They are the:
– Qualitative
These are surveys with questions that have oral and/or written testimonials from their clients as answers. These testimonies must be recorded and subsequently analyzed.
– Quantitative
These are surveys with questions whose answers generate statistics. In this case, the questions already come with previous answers such as “I agree”, “I don't know” and “I disagree”, for example, which the consumer must mark.
You can take surveys with just one or two questions or create one with ten or more questions. Everything will depend on your available time and the availability of your consumer to answer them.
The means by which you will present your research can also vary greatly. You can do it in person, over the phone, by email, via SMS or using forms created on Google Docs or SurveyMonkey platforms.
If you want to delve into the science and art of creating PSCs, I recommend studying the Net Promoter Score Method or the Servqual Method, among others. Also read the book “How to prepare questionnaires” by the author Sonia Vieira.
At the end of the day, investing time in creating and executing surveys will give you a greater understanding of your consumer's thinking and behavior, which will help you to optimize your e-products and your online store, and give you a competitive advantage.
