A customer survey form on a small business site is not a research instrument; it is five questions a customer answers in a minute after a job, and the forms that get answered are the ones that respect the minute. A score, three closed questions about the job, one open box, and a thank you that says what happens with the answer. This page builds that customer survey form, says which question goes first and why, keeps the whole thing to one screen on a phone, and reads it against the free contact form design sheet so the responses a month are worked from the number of customers asked rather than guessed.
The score first, then three closed questions
The score, whether a rating or a would-you-recommend, goes first because it is answered in one tap and gets the customer past the first field. Three closed questions follow, each about one part of the job: the time, the tidiness, the price against the quote, with the same scale. Then one open box for anything else, optional. Five fields at nine seconds each is 45 seconds on the contact form design sheet, and only the score is required, so a customer who taps one star and leaves has still answered.
Sent after the job, with the job named
The survey link goes out the day after the job, with the job named in the email and in the form's heading, because a survey about a job the customer cannot place is a survey they close. The form carries the job reference as a hidden field so the entry lands against the job in Shortcodo Pro, and the score sits on the job's entry beside the invoice. A customer who scores low gets a call, which is the only reason to ask for a name, and the form says that.
Responses a month, and the one figure to read
If the survey page is opened by 1,200 customers a month, 5% start and 60% finish, the sheet prints 36 responses; for a small business the number asked is smaller and the start rate higher, and the finish rate is the figure that says whether the form is short enough. The average score by month is the one number to put on the wall, and the open boxes are read every week. The form's design is kept beside its responses so the next question added is measured by the responses it cost.
Questions people ask about customer survey form
How many questions should a customer survey form have?
Five, on one phone screen: a score, three closed questions and one box. A survey that needs a progress bar is a survey for a researcher, not a customer.
Should the survey ask for a name?
Only so a low score can be followed up, and say so. Otherwise the job reference on the hidden field is enough to place the answer.
When should it be sent?
The day after the job, while it is remembered and before the invoice is argued about. Once, with one reminder a week later.