How do you set up a customer satisfaction survey, and who should analyze the results and how?

14 questions was way too heavy for 85 restaurants. In Italy restaurant owners get about two hours of downtime between lunch and dinner service, and they're definitely not checking long emails then... We put a single-question link right under the WhatsApp message where we invoice and confirm delivery. Responses shot up from four to twenty-five immediately.

Follow three rules to fix your survey process: 1) Send the survey link within the first 4 hours after order delivery. 2) Make the first question a one-click rating, and leave open-ended questions optional. 3) If you don't follow up with a dissatisfied client within 24 hours, running a survey is completely pointless.

Honestly nobody in B2B is going to bother filling out a survey unless you offer a small discount on their next order. A restaurant owner spends their whole day chasing suppliers and staff. Don't expect them to give you free consulting on top of that; you need to include a small incentive.

We have 120 B2B clients. We used to send 10 questions, and our response rate hovered around 6 percent. We dropped the question count to two: one overall satisfaction score, and a one-line suggestion box. Our response rate climbed to 28 percent. Fewer questions always yield cleaner data.

if you leave the analysis to sales they'll hide bad results or blame the client. the report should land directly on your desk. here our boss takes 10 mins every monday to review low scores and questions the operations head.

You mentioned four responses, were these your oldest, friendliest clients? If the only ones responding did it just to be nice, those high scores will be very misleading. What really matters is figuring out why the businesses cutting back or stopping orders aren't talking.

Put "This survey takes only 30 seconds" right at the top of the form. You won't get them to click that link without eliminating the perceived time commitment upfront.

Let me share what happened to me; it might be useful. The harder it is to reverse a decision, the slower you should make it.

Solutions that work at a small scale collapse when you grow; I learned this late.

I think it's hard to be that definitive about customer satisfaction survey. The harder it is to reverse a decision, the slower you should make it.

I'm also curious if anyone does it differently.

I'd appreciate it if you shared the outcome. If you're offering equity instead of salary, also state what you're offering in return.

Hope this helps.

Correct in theory, but it doesn't work that way in practice. The harder it is to reverse a decision the slower you should make it.

I'm also curious if anyone does it differently.

If you're going this route, sort this out first. Just because everyone does it doesn't mean it's right.

The only thing separating friendship from partnership is a written contract. If you post the result here, it will help others too.

i agree with this and if you get three different answers on a topic the question was asked wrong.

do a small three-month project before talking stocks, so you see each other... btw hope this helps.

There's a trap here, let me mention it. Trying to do this alone is the most expensive way.

If I were you, I'd go this route.

Let me write how it's done in practice. Solutions that work at a small scale collapse when you grow; I learned this late.

If you post the result here, it will help others too.

Exactly, and not many people know this. Dont hesitate to ask; those who dont ask always pay more.

Hope this helps.

The opposite happened to me that's why I'm writing. honestly don't hesitate to ask; those who don't ask always pay more.

The biggest time-waster for us was not knowing who had the final say. Correct me if I'm wrong.

The most overlooked point about customer satisfaction survey is this: The only thing separating friendship from partnership is a written contract.

Start with a small trial; don't commit to everything at once. Correct me if I'm wrong.