{"id":10,"date":"2015-09-15T10:22:40","date_gmt":"2015-09-15T10:22:40","guid":{"rendered":"https:\/\/www.dragnsurvey.com\/blog_english\/?p=10"},"modified":"2026-01-13T14:56:25","modified_gmt":"2026-01-13T14:56:25","slug":"satisfaction-survey-creating-a-questionnaire","status":"publish","type":"post","link":"https:\/\/www.dragnsurvey.com\/blog\/en\/satisfaction-survey-creating-a-questionnaire\/","title":{"rendered":"<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Satisfaction survey: creating<\/span>   a questionnaire<\/div>"},"content":{"rendered":"\n<p>A satisfaction survey respects the same rules as those of a market study. However, two specific parameters must be taken into account while drafting this type of survey. Firstly, the sources of satisfaction must be well-defined, then, the organizing and the structure of the questionnaire must be carefully studied.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"300\" src=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2015\/09\/satisfaction-survey-creating-a-questionnaire.jpg\" alt=\"\" class=\"wp-image-2479\" style=\"width:484px;height:auto\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2015\/09\/satisfaction-survey-creating-a-questionnaire.jpg 450w, https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2015\/09\/satisfaction-survey-creating-a-questionnaire-300x200.jpg 300w\" sizes=\"auto, (max-width: 450px) 100vw, 450px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The three principle sources of satisfaction: the customer, the company and the competitors<\/h2>\n\n\n\n<p>The customer expectations very rarely succeed in covering up all the objectives that should consider the study.<\/p>\n\n\n\n<p>This is why, <strong>it is recommended to include three study factors in the questionnaire<\/strong> that will allow to encircle the customer\u2019s overall satisfaction:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>The customer<\/strong> &#8211; the expectations exploration phase, carried out prior to preparing the study, allows to gain a clear cut apprehension on his specific needs and objectives. The questions related to this subject, once joint into the questionnaire, will allow to bring forward foreground tracks of improvement.<\/li>\n\n\n\n<li><strong>The company<\/strong> \u2013 The performance quality, the service and the axes of improvement should be thoroughly defined<\/li>\n\n\n\n<li><strong>The competitors<\/strong> \u2013 Comparing the level of performance of a product or a service to the competitors ones.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/app.dragnsurvey.com\/en\/register\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"200\" src=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2021\/06\/create-online-survey-quiz-poll.png\" alt=\"\" class=\"wp-image-728\" srcset=\"https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2021\/06\/create-online-survey-quiz-poll.png 500w, https:\/\/www.dragnsurvey.com\/blog\/en\/wp-content\/uploads\/2021\/06\/create-online-survey-quiz-poll-300x120.png 300w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/a><\/figure>\n<\/div>\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The structure of the questionnaire<\/h2>\n\n\n\n<p>The structure is basically stood upon three levels:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>The<\/strong> <strong>Overall satisfaction<\/strong> &#8211; this allows to define the general satisfaction of all the proposed products or services,<\/li>\n\n\n\n<li><strong>Areas of satisfaction<\/strong> \u2013 The major points of satisfaction are determined here. For example, the quality of the welcome or the internal signage could be evaluated \u2026 The choice of such areas to be evaluated will depend on the strategy of the company or the organization,<\/li>\n\n\n\n<li><strong>Sources of satisfaction<\/strong> &#8211; customer satisfaction with regard to supplied products or services is evaluated. For example, the staff availability or even the satisfaction criteria of a product can be put into evaluation\u2026<\/li>\n<\/ul>\n\n\n\n<p>This structural model define the order of the questions in the study based on the following manner:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Filters question &#8211; they allow to identify the people questioned and justify that they belong to this sample,<\/li>\n\n\n\n<li>Questions that lead to evaluate the knowledge and the use of products or services in the organization,<\/li>\n\n\n\n<li>Questions to measure the customer\u2019s overall satisfaction towards the product or the services of the company,<\/li>\n\n\n\n<li>Questions that evaluate the various areas of satisfaction, or, the major points of satisfaction,<\/li>\n\n\n\n<li>Questions that evaluate the weight of the satisfaction, or, the criteria of satisfaction on products or services,<\/li>\n\n\n\n<li>Questions on the habits of use,<\/li>\n\n\n\n<li>Questions regarding their intentions of using the company\u2019s products or services (this means \u201cthe declared loyalty &#8220;),<\/li>\n\n\n\n<li>Questions regarding their intentions to recommend or not, the company\u2019s products or services.<\/li>\n<\/ol>\n\n\n\n<p>Towards the end, the information concerning the respondent and if necessary, the client company is gathered.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Optimising survey distribution for higher response rates<\/h2>\n\n\n\n<p>The success of a <strong>satisfaction survey<\/strong> depends largely on how and when it is distributed. With average response rates ranging between 20% and 30% in 2025, choosing the right distribution channel is crucial. Email surveys typically achieve 15-25% response rates, while SMS surveys outperform significantly with 45-60% participation. In-app surveys, when triggered contextually after a specific user action, can reach completion rates above 55%. To maximise responses, keep your questionnaire under 5 minutes and ensure it is fully optimised for mobile devices, as over 60% of web traffic now comes from smartphones. Timing also matters: send post-interaction surveys within 24 hours while the experience is still fresh in the customer&#8217;s mind. Finally, consider using a multi-channel approach, combining email with an SMS reminder 48 hours later, which can increase response rates by up to 10%.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>It is recommended to verify one\u2019s study before broadcasting it onto the sample that we wish to question. This allows to recheck for any errors, left unnoticed, and detect any repetitions of certain questions for more clarity.<br>Publishing one\u2019s satisfaction survey on the internet simply allows to broadcast at a lower cost, conveniently and faster.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p><strong>Read the french version<\/strong><br>Comment faire un questionnaire de satisfaction ?, <a rel=\"noreferrer noopener\" aria-label=\"click here (opens in a new tab)\" href=\"https:\/\/www.dragnsurvey.com\/blog\/enquete-de-satisfaction-construire-son-questionnaire\/\" target=\"_blank\">click here<\/a><\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>A satisfaction survey respects the same rules as those of a market study. However, two specific parameters must be taken into account while drafting this type of survey. Firstly, the sources of satisfaction must be well-defined, then, the organizing and the structure of the questionnaire must be carefully studied. The three principle sources of satisfaction:&hellip;&nbsp;<a href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/satisfaction-survey-creating-a-questionnaire\/\" rel=\"bookmark\">Read More &raquo;<span class=\"screen-reader-text\"><\/p>\n<div style=\"margin-top:3rem;margin-bottom:1rem;\"><span class=\"firstpart\">Satisfaction survey: creating<\/span>   a questionnaire<\/div>\n<p><\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"rop_custom_images_group":[],"rop_custom_messages_group":[],"rop_publish_now":"initial","rop_publish_now_accounts":[],"rop_publish_now_history":[],"rop_publish_now_status":"pending","neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"categories":[3],"tags":[],"class_list":["post-10","post","type-post","status-publish","format-standard","hentry","category-satisfaction-survey"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Satisfaction survey: creating a questionnaire - Drag&#039;n Survey<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.dragnsurvey.com\/blog\/en\/satisfaction-survey-creating-a-questionnaire\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Satisfaction survey: creating a questionnaire - Drag&#039;n Survey\" \/>\n<meta property=\"og:description\" content=\"A satisfaction survey respects the same rules as those of a market study. 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