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!

We monitor and track specific keywords each month to gain insight from trends and sentiment. Over the last few months we have seen an increase in negative sentiment associated with customer satisfaction surveys. This trend has revealed how important the design of customer feedback tools is.

Over the last few weeks I've gotten a number of customer satisfaction surveys from well known companies requesting my feedback on any number of things. Most the time it is an email with a quick formal message requesting that I fill out a "brief" survey, which most times I'm more than happy to oblige. However, I have noticed that either the definition of "brief" must have changed recently or a "normal" survey for some of these companies must take a hour. As you've read in previous blogs that we have posted, we

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.

Can you imagine walking in front of a dam that holds back a river, and seeing a tiny trickle of water running from a crack in the structure? What would you do? Maybe you'd tell someone. Maybe you wouldn't since it's only a tiny trickle. Most people would just keep on walking because it didn't seem that important.