customer satisfaction surveys

[JulietChicago]

We are revising our customer satisfaction surveys .

Are there any best practice resources we can research to see what are the industry standards?

Thanks

Julie

[Satishkumar B]

Hi @JulietChicago 

To revise your customer satisfaction surveys effectively, consider these best practices:

1. Resources:

   • ServiceNow Community and Knowledge Base: Tips for using ServiceNow's Survey feature.
   • Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT): Widely used metrics.
   • Survey Design Platforms: Resources from SurveyMonkey, Qualtrics, and Nielsen Norman Group.

2. Best Practices:

   • Define Objectives: Know what you want to learn.
   • Keep it Short: Focus on essential questions.
   • Use Clear Language: Avoid jargon and complex questions.
   • Consistent Scales: Use consistent rating scales.
   • Include Open-Ended Questions: Get qualitative feedback, but limit them.
   • Ensure Anonymity: Encourage honest responses.
   • Prompt Timing: Send surveys soon after interactions.
   • Actionable Insights: Ask questions that lead to actionable data.

3. Implementation: Use ServiceNow’s survey tools for distribution and tracking, ensuring alignment with your goals and customer needs.
   
   

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