Using Trend Analysis to Track Your Customer Satisfaction Progress

Customer satisfaction is the most common use for online surveys.  But analyzing your results to see what kind of progress you’ve made can get rather hairy and cumbersome.

If that sounds like YOU, then you’re going to love the trend analysis feature inside of QuestionPro.

How to get started

Don’t let the technical sounding phrase “trend analysis” freak you out.  All you have to do it create a single survey with a standard set of questions.  You’ll want to make sure that your survey is rather short with no more than five questions.

Here are a few ideas for questions you might consider:

  1. What transaction did you just complete? (use a multiple choice question with just a single choice and list all the transactions that your customers could have completed at the time of the survey)
  2. How would you rate the overall quality of your transaction?
  3. Based on the transaction that you’ve just completed, how likely are you to recommend our (company/product/service) to a friend or family member?
  4. What is the one thing we can do to improve your experience with us? (You can use a text box here or make a list of items that you’d like your customers to choose as either a single choice or multiple choice question)

Once you’ve created this standard survey — you can run this survey over and over again and use the trend analysis feature to track your Net Promoter Score or overall satisfaction score.

I’ve used the trend analysis feature on weekly customer satisfaction surveys and have found it to be insanely easy and useful for regular reporting to staff.