Customer Satisfaction Survey Advice

annon, Good morning!

Good survey design is both and art and a science.  In the case of satisfaction surveys, it is good practice to have both "scaled" questions as well as open-ended questions, to allow participants to enter "verbatim" comments to expand on their responses.  Do you plan to have both types of questions.

Additonally, surveys, particularly if you want them to be "actionable", should not be designed or conducted in a void.  Rather, they should be coupled with "focus groups" of survey participants, chosen based on their responses to the questions (if possible). These focus groups will provide you with additional information that should guide the development of your actions.  Do you plan to have focus groups as part of the mix?

Also, after you take some action(s) based on the survey, it is a good practice to re-survey (for "Plan-Do-Check-Act" reasons). Are you planning to do a follow-up survey?

Best regards,

QualityColorado