To keep your business growing, it is best to keep track on how happy your customers are with your product or services. Customer satisfaction is important because it will help you, marketers and business owners to manage and improve your business.

Now, what is customer satisfactions? It is the state of mind customers have about a company and its products or services when their expectations have been met or exceeded.

When customers are satisfied, it usually leads to customer loyalty and product repurchase, that is why it is important to keep your customers satisfied. But keep in mind that measuring satisfaction is not measuring loyalty.

To see how your products and/or service met or surpassed your customers’ need, the followings are typical questions asked:

1. Overall, how satisfied are you with (brand name)?
2. Would you recommend (brand name)?
3. Do you intend to repurchase (brand name)?

Or if you want to get more creative, you can ask about these points in your own ways:

• Expectations and their Confirmation or Dis-confirmation (was worse, better than expected)
• Performance of the product or service
• Emotional measures of satisfaction (good feelings, bad feelings, happy, sad)
• Willingness to repeat behavior (assumes satisfaction)
• Direct measures of overall satisfaction

Ready to Send Customer Satisfaction Survey?

or Get A Sales Quote by filling this form or Call to +622745015293

Hi there 🙂

Throughout these tutorial series we would like to share some of steps-by-steps, tips and trick in creating mobile survey and also introduction of JAKPAT’s feature.

The first video series will give you a basic introduction on how you can create your own mobile research in less than 15 minutes.

https://youtu.be/DjJ8cW8GldA

Before you begin, please signing up to get your free dashboard here

There are only 3 main steps you need to do when creating mobile survey with JAKPAT

1. Select target respondent

• JAKPAT’s respondent has been verified and profiled based on demographic and , mobile and psychographic factors.
• In the survey creator form, all categories are available to be used.
• You can also estimate how many available for each category chosen.
• All respondent has been verified based on FB data, Mobile data, and ID.
• Detail on respondent profiling is written in our next article.

2. Create questions form

• JAKPAT survey creator form consisted of closed question, open questions, and also action-type of questions.
• Closed questions consisted of multiple/single answer, scale, priority/rank, grid/matrix questions.
• Open questions consisted of one box open questions and multiple box open questions (coming soon).
• Action type of question consisted of a. Watch Videos, b. Install an App c. Click on a link to a browser.
• Add Skip logic to make your questionnaire sequence better.
• Randomize your option to avoid straightliners responses
• You can also add images and GIF to make your survey looks good!

3. Submit!

Tips:

• Make it short ,best at 10-15 Qs per survey on mobile, and max 25 Qs.
• Use concise questions or statement, avoid lengty ones.

And if you’d wish to get a Sales Quote for your Survey project , click here : 

Best part of survey is that you can -basically- ask your respondents about any aspect of your product, even your business. You can ask them about their opinion related to your product, what they want you to improve in the future or how much your product match their needs so far. In other hand, through a survey you can get a feedback of your product so that you can elevate your product competitiveness.

Here are a few ideas on how you can send surveys, get feedback and develop successful marketing strategies.

• Existing product and service. Collect feedback on your product that’s currently on the market using Basic product survey. Through this kind of survey, you can learn on what your consumers are actually like and dislike,  what updates you can make to improve the experience for current customers and attract new customers. Further, Understand your customer base by sending a Customer loyalty survey to gain insights on the competition or a net promoter score questionnaire to discover where you stand. 
• Adjusting features. In this point, you can use Product satisfaction survey to find out what your clients think about the features your product has, the features they never use, and the features they’d love to see.
• Mid-production research. This kind of survey is aim to reassurance that your product is headed in the right direction. A marketing research survey can help you make important decisions during the design phase and could make the difference between a good product and an amazing product.
• Usability testing. For software and applications, nothing beats usability testing to help you understand how your product is being used. Assign tasks, then use a product survey to see how easy your application is to use. 
• A new market for your product. Through a survey market survey, you may discover the value in entering a market that you never thought of before.
• Pricing.  Pricing can be a tricky factor of selling a product. If you set the price too high, you’ll probably just get a few customer but if you set the price too low, it would probably brought your business down, missing out on revenue. Setting a right price is definitely important. A short pricing poll will show if your product is priced appropriately for your market or whether it’s time to update your prices. 

Those are just a few of many mobile surveys you can do with our mobile platform. One thing for sure,it is important to fine tune your product and brand before you launch. 

Quality is king.

Perceived quality is an intangible, overall feelings about a brand. How customers feel about your product’s or brand’s ability to fulfill their needs.

Question is, how to see the quality of your product in the eyes of your customers? Here’s the tricky path, it differs according to what is important to the customers using your product or service.

Sometimes, perceived quality doesn’t even have anything to do with your product’s actual excellence. Instead, it is based on the public image of your company and/or brand at the moment. It might even be based on the customers’ previous experience with your brand’s other product.

To figure out the dimension of perceived quality, you may want to see deeper on how people see these aspects from your products:

1. Performance
2. Features
3. Conformity with specifications
4. Reliability
5. Durability
6. Serviceability
7. Fit and finish

Or, if you’re offering services, then take a look on how people rank you based on these factors:

1. Tangibles
2. Reliability
3. Competence
4. Responsiveness
5. Empathy

When you want to buy a soft drink in supermarket, and you decided to buy coke than pepsi, that is Brand Loyalty. We can describe brand loyalty when you purchased repeatedly the same characteristic of product than other suppliers. In this case, we can identified the possibilities of consumer to switch to another product, especially if the brand is found to be change either in price or another attribute.

Brand loyalty is important for several reasons. First, it reduced marketing cost because the company will retain more earnings or to invest resources elsewhere. Second, reduce the cost production because the sales volume is higher and the customer will purchase the product because of their habit. Third, attracting new costumers, with the growing of customers who satisfied with the brands, they will recommend the product to other people.

With the proper of management and use, brand loyalty can be a main strategic of the company or organization to win a market. But first, you might to measure your brand loyalty is appropriate or not with the demand in the market by doing the survey.

How measure brand loyalty with the surveys?

Metric 1: Customer Satisfaction

Asking about their experience after using your products will help you to understand is your products or services meet with their needs or not. If yes, you can check the frequency how often they come back in a pre-determined time period. Here is the question you might to ask

• How convenient is our product to use?
• Compared to our competitors, how about the quality? Is it better, worse or the same with the competitor?
• How well do our customer service representative answer your questions about the product?
• How likely you to recommend us to other others, so they will interesting to use our product too?

Metric 2: Trust

To ensure the loyalty from customer, company must earn and retain the trust from them. To build their trust, you have to make sure the customer expectation meet with the real product or service you serve.  For the sensitive information that your brand handled such as banks, online retailers, or healthcare providers, assess the level of your customer brand by asking the questions like:

• Do you trust our brand?
• How did we earn our trust?
• How do we keep your yrust?

Metric 3: Esteem

Brand esteem is whether or not your product or service is held in high regard among the costumers. Are they well known what your products are, the functions, or how to use. Do they truly understand what your brand is all about. You can use these questions to find out the brand esteem:

• Have you ever heard our brand before?
• How well do you know our brand?
• How positively do you regard our brand?
• Do you prefer our brand over our competitor?

Metric 4 & 5: Perceived Quality & Value:

Perceived quality is the customer’s perception of a particular product’s quality or the value to their specifically. Perceived quality is the first, a perception by customers and also a judgements about what is important to customers to involved:

• How reliable would you consider our brand?
• How would you rate the quality of our product?

Every customer have different perception about the product from others. For example you might view Lamborghini as a brand that produces sporty, innovative, elegance and the luxurious attribute when you ride it. But the same people considers the price tag to be a bit too steep, the perceived value might be low for their specifically.

Perceived value is an intangible, overall feeling about the brand and the dimensions underlying dimensions which include characteristic of the products. Here are some brand loyalty questions to measure the perceived brand from your consuments:

• How valuable is the brand or product to you? (performance, features, serviceability)
• How likely would it be for you to switch brands if an alternative brand was sold in a more convenient location?
• How likely would it be for you to switch brands if an alternative brand was cheaper?
• Does the product look and feel like a quality product?

And if you’d wish to send a survey to JAKPAT’s respondent, let’s request a Sales Quote here!

If you’re interested to do survey on retail and consumer goods field toward our respondents, we have over 31,000 mobile respondents ranged from age 17-50 years old, smartphone active users, and located in all regions of Indonesia that has installed our app and readily answering your survey. Those 31,000 respondents has been verified, profiled, and continuously tracked to make sure you get the updated profiles of them. Our respondents has been profiled based on their demographic (age,gender,location, spending level, profession,religion), lifestyle habit (smoking/non, gamers/non, wearing glasses/non, frequent flyer/non, online shopper/non), and also brand consumption level ( brand A users, brand B users in FMCG, Retail, E-commerce,etc). 

If you want to do research toward our respondent, please signup here and directly create your survey there. Or directly contact our Bizdev – partner@jajakpendapat.net. 

To non-Indonesian client, we offer free translation from foreign languages includes English, Chinese,Hindi,etc.