{"id":5454,"date":"2012-04-04T04:10:02","date_gmt":"2012-04-04T12:10:02","guid":{"rendered":"http:\/\/www.questionpro.com\/?p=5454"},"modified":"2012-04-04T04:10:02","modified_gmt":"2012-04-04T12:10:02","slug":"using-trend-analysis-to-track-your-customer-satisfaction-progress","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/using-trend-analysis-to-track-your-customer-satisfaction-progress\/","title":{"rendered":"Using Trend Analysis to Track Your Customer Satisfaction Progress"},"content":{"rendered":"

Customer satisfaction<\/a> is the most common use for online surveys. \u00a0But analyzing your results to see what kind of progress you’ve made can get rather hairy and\u00a0cumbersome.<\/p>\n

If that sounds like YOU, then you’re going to love the trend analysis<\/a> feature inside of QuestionPro.<\/p>\n

How to get started<\/strong><\/p>\n

Don’t let the technical-sounding phrase “trend analysis” freak you out. \u00a0All you have to do it create a single survey with a standard set of questions. \u00a0You’ll want to make sure that your survey is rather short with no more than five questions.<\/p>\n

Here are a few ideas for questions you might consider:<\/p>\n

    \n
  1. What transaction did you just complete?<\/strong> (use a multiple-choice question<\/a> with just a single choice and list all the transactions that your customers could have completed at the time of the survey)<\/li>\n
  2. How would you rate the overall quality of your transaction?<\/strong><\/li>\n
  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\u00a0<\/strong>member?<\/strong><\/li>\n
  4. What is the one thing we can do to improve your experience with us?\u00a0<\/strong>(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)<\/li>\n<\/ol>\n

    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<\/a> or overall satisfaction score<\/a>.<\/p>\n

    I’ve used the trend analysis feature on weekly customer satisfaction surveys<\/a> and have found it to be insanely easy and useful for regular reporting to staff.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Customer satisfaction is the most common use for online surveys. \u00a0But analyzing your results to see what kind of progress […]<\/p>\n","protected":false},"author":128,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[180],"tags":[],"yoast_head":"\nUsing Trend Analysis to Track Your Customer Satisfaction Progress | QuestionPro<\/title>\n<meta name=\"description\" content=\"Customer satisfaction is the most common use for online surveys. \u00a0But analyzing your results to see what kind of progress you've made can get rather hairy\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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