How to Raise your Sales & Marketing IQ in 6 Easy Steps

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How to Raise your Sales & Marketing IQ in 6 Easy Steps

Steps to building a customer satisfaction survey

This ebook takes you through the process of conducting market research and gathering customer feedback. Creating a customer satisfaction survey will give you insight into how well you operate your business and where you can improve. You’ll learn how to:

  • Set clear goals for a reliable and useful customer survey
  • Ask the right questions based on what you want to learn
  • Test and retest your survey over time to improve effectiveness
  • Create incentives and minimize friction to increase participation
  • Avoid analysis paralysis to interpret the results and take action

Asking the right questions

A customer satisfaction survey is great at gathering two types of data – objective facts and subjective states. If your goal is to identify your most profitable customers, you’ll want to gather objective demographic data (age, marital status, etc.) as well as subjective information (behaviors, interests and opinions, etc.)

But beware. The way you ask a question can have a big impact on the answers you receive. When measuring customer satisfaction, you could use a numerical scale (“How satisfied are you on a scale of 1 to 5?”), Net Promoter Score (“How likely are you to refer us to others?”), an open-ended question (“How would you describe the quality of our customer service?”) and more. The results and reports you get will vary greatly, depending upon your approach.

Knowing how to ask the right questions is more art than science. However, the table on the next page can help you identify the right types of questions to ask, based on the circumstances.

Infusionsoft is now Keap. That’s weird to write, but it’s also exciting.

In 2001, trying to get Infusionsoft off the ground, there were many times when I wanted to quit. I’ll never forget my wife, after two years of struggling to survive, hugging me and saying, “Keep going.”

Over the last two years, we’ve talked with thousands of small business owners to get a deeper understanding of their unique challenges in today’s market. We learned that it’s harder than ever to succeed in small business. Customers expect more. On-demand is the rule. There’s no shortage of platforms on which to complain. A failed job or two can be damaging to your business.

Keap is our signal to the world—and to ourselves—that it’s time to make it easier to succeed. We’re on a mission to simplify growth for millions of small businesses. Our new name is a nod to the tenacity of the small business owner and encompasses everything we know to be true when it comes to success: keep going, keep serving, keep growing.

Along with a new name, we’ve expanded to two products. Keap, our newest product, is smart client management software that helps service businesses progress leads to satisfied clients. Infusionsoft by Keap is powerful CRM and sales and marketing automation software for advanced business needs.

Both are designed to make it easier than ever for more small businesses to get organized so they can deliver great service and close more business.

Clate Mask signature

To your success,
Clate Mask
CEO + Co-Founder