How to run a customer satisfaction survey

It is a short set of questions about the experience of people who bought a product or received a service. Answers can reveal what works and what needs attention. First decide what you want to improve and avoid requesting information you do not need.

Start with six to eight clear questions: combine consistent scales with one open question. CSAT can measure satisfaction from 1 to 5; NPS asks likelihood to recommend from 0 to 10. Explain the endpoints of each scale so answers can be compared.

Use simple questions about service, the product and waiting time, along with a recommendation scale and an open response. Adapt each question to what your business offers and explain the endpoints of the scales before you share the form with customers.

Try these seven questions: 1. How satisfied were you with the service, from 1 to 5? 2. With the product or service, from 1 to 5? 3. With the wait, from 1 to 5? 4. Was the information clear? 5. Did you find what you needed? 6. How likely are you to recommend us, from 0 to 10? 7. What could we improve?

Share a QR code leading to a form at the counter or on a receipt, or send questions by WhatsApp after the purchase or service. Explain that responding is voluntary and choose a time close to the experience without interrupting the customer.

Review answers question by question and look for recurring themes in open comments. Consider how many people responded before drawing conclusions; a few responses may not represent everyone. Choose a concrete improvement, assign follow-up and compare later feedback with care.

Keep the survey and review request separate and offer both to all customers. Sending only happy customers to Google or discouraging unhappy customers violates its review policy. The plate gives everyone the same NFC or QR path to leave an honest review.

Yume sells the plate and stand, not a survey tool. It configures both paths with the review link before shipping; the plate costs MXN $140 and the stand MXN $200, one-time, from one piece.