{"id":11396,"date":"2017-03-03T17:57:35","date_gmt":"2017-03-03T15:57:35","guid":{"rendered":"https:\/\/openmet-xc2.whads.com\/?p=11396\/"},"modified":"2025-04-10T11:15:10","modified_gmt":"2025-04-10T09:15:10","slug":"satisfaction-surveys-how-to-choose-the-most-suitable-type-for-each-case","status":"publish","type":"post","link":"https:\/\/openmet-xc2.whads.com\/en\/satisfaction-surveys-how-to-choose-the-most-suitable-type-for-each-case\/","title":{"rendered":"Satisfaction surveys: How to choose the most suitable type for each case"},"content":{"rendered":"<div class=\"entry-content content\">\n<p>When our clients ask for help with their projects to assess customer satisfaction or experience, there is one important aspect that needs to be decided from the word \u201cGo\u201d because it will dictate certain features of the study: the decision on how and which is the best system for conducting <strong>interviews or customer satisfaction surveys<\/strong>. Telephone? Face to face? Electronic?<\/p>\n<p>This decision is typically made based on different reasons that we wish to summarize in this blog post.<\/p>\n<h2><strong>Satisfaction survey: types of customer surveys and interviews<\/strong><\/h2>\n<p>The tools available for obtaining feedback or interviewing customers generally end up being one of the <strong>three types<\/strong> shown in the table below. Each type of <strong>satisfaction survey<\/strong> has its pros and cons that we will need to evaluate based on the characteristics, aims and budget of the study.<\/p>\n<style type=\"text\/css\"> table.tableizer-table { font-size: 11px; border: 1px solid #CCC;  font-family: Helvetica, Arial, sans-serif; }  .tableizer-table td { padding: 4px; margin: 3px; border: 1px solid #CCC; } .tableizer-table th { background-color: #104E8B;  color: #FFF; font-weight: bold; } <\/style>\n<table class=\"tableizer-table\">\n<thead>\n<tr class=\"tableizer-firstrow\">\n<th>Type of survey<\/th>\n<th>Pros<\/th>\n<th>Cons<\/th>\n<th>Most common applications<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Face to face<\/td>\n<td>\u00b7 The survey can be done on the spot, at the same time as the product or service is consumed<\/td>\n<td>\u00b7 High cost<\/td>\n<td>\u00b7 Key customer surveys<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 The required sample can be selected dynamically and in situ<\/td>\n<td>\u00b7 If customers are geographically disperse, it is more expensive<\/td>\n<td>\u00b7 Surveys with more qualitative information<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 Objects or information can be shown directly to the customer<\/td>\n<td>\u00b7 Takes longer to complete<\/td>\n<td>\u00b7 Long, complex surveys<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 Good answers to open questions<\/td>\n<td><\/td>\n<td>\u00b7 Surveys where the customers are together in a single place and time<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 The customer can be asked to complete certain aspects<\/td>\n<td><\/td>\n<td>\u00b7 On-the-spot surveys at the point of service<\/td>\n<\/tr>\n<tr>\n<td colspan=\"4\">\n<hr \/>\n<\/td>\n<\/tr>\n<tr>\n<td>By telephone<\/td>\n<td>\u00b7 We can have a lot of control over the interview content and exact process<\/td>\n<td>\u00b7 Average cost<\/td>\n<td>\u00b7 All types of general survey<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 The selection of the right sample can be very good<\/td>\n<td>\u00b7 It can be boring if lots of similar questions need to be answered (e.g. with scoring scales)<\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td>\u00b7 Some customers may be difficult to find<\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td>\u00b7 Visual information cannot be displayed<\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td colspan=\"4\">\n<hr \/>\n<\/td>\n<\/tr>\n<tr>\n<td>Electronic\/Web<\/td>\n<td>\u00b7 Low cost<\/td>\n<td>\u00b7 Low indexes of response<\/td>\n<td>\u00b7 B2B surveys with a strong or fixed relationship with the customer<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 A large number of or all the customers can be surveyed<\/td>\n<td>\u00b7 There is nobody to clarify questions<\/td>\n<td>\u00b7 Surveys to users of websites, cell phones or apps<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 Customers can respond when it suits them<\/td>\n<td>\u00b7 The answers to open questions tend to be poor<\/td>\n<td>\u00b7 Surveys integrated with business software (CRM, sales outlet, reception, etc.)<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 Video and images can be inserted<\/td>\n<td>\u00b7 Subsequent statistical processing may be needed for the selection of the correct sample<\/td>\n<td>\u00b7 Internal satisfaction surveys to company staff<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 Easy to answer and usually quick for customers<\/td>\n<td><\/td>\n<td>\u00b7 Automated, regular, very short or unassisted surveys (e.g. newsstands)<\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td>\u00b7 Studies are quick to conduct<\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>To find out more about satisfaction surveys, we recommend reading other articles from our blog <a href=\"https:\/\/openmet-xc2.whads.com\/en\/category\/customer-satisfaction\/\">here.<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>When our clients ask for help with their projects to assess customer satisfaction or experience, there is one important aspect that needs to be decided from the word \u201cGo\u201d because it will dictate certain features of the study: the decision on how and which is the best system for conducting interviews or customer satisfaction surveys&#8230;.<\/p>\n<p><a class=\"openmet-read-more-link\" href=\"https:\/\/openmet-xc2.whads.com\/en\/satisfaction-surveys-how-to-choose-the-most-suitable-type-for-each-case\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":6,"featured_media":8828,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"ub_ctt_via":"","footnotes":""},"categories":[115,225],"tags":[351,394,395,396,350,355,393],"class_list":["post-11396","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-satisfaction","category-openmet-customers","tag-customers","tag-focus","tag-market","tag-research","tag-satisfaction","tag-surveys","tag-types"],"featured_image_src":"https:\/\/openmet-xc2.whads.com\/wp-content\/uploads\/2015\/03\/satisfaccion-clientes-encuestas.jpg","author_info":{"display_name":"openmet","author_link":"https:\/\/openmet-xc2.whads.com\/en\/author\/xjuanico\/"},"_links":{"self":[{"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/posts\/11396","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/comments?post=11396"}],"version-history":[{"count":4,"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/posts\/11396\/revisions"}],"predecessor-version":[{"id":19191,"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/posts\/11396\/revisions\/19191"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/media\/8828"}],"wp:attachment":[{"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/media?parent=11396"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/categories?post=11396"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/openmet-xc2.whads.com\/en\/wp-json\/wp\/v2\/tags?post=11396"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}