The question now is, can you handle the truth? Measuring customer satisfaction can be a very daunting task whether you have 20 customers or 200,000. It is easy to over complicate strategies to find out what your customers really think about you, spending hours strategising how to conduct the study, how many people to ask, and even what to ask. At the end of the day there is only one rule that you should follow when exploring measuring customer satisfaction, start simple and just ask!

Writing questions for a customer satisfaction survey is not as easy as it may sound. You can not simply just sit down at a computer and type out whatever you want to ask your customer. Not only do you need to compose questions that are easy for the respondent to answer, you also need to consider that the questions may be interpreted differently by your customers.

A few years ago, when analyzing customer satisfaction survey results, top box meant that when you asked your customer a question and they responded with a rating, they gave you the highest possible rating. For example, if you used a scale of 1 to 5 in your customer satisfaction survey, it meant that to be top box you had to receive a rating of ‘5’.