The Customer Satisfaction Survey Resource Center by Zoomerang is designed to provide you with valuable information on the most effective use of customer satisfaction surveys. After you’ve had a chance to review this resource center, please give us your feedback.
Used by thousands of customers to measure customer satisfaction, Zoomerang can help you get started with customer satisfaction surveys today:
Easy-to-use online survey tool
Market research proven and tested survey templates
Advanced data analysis capabilities
Survey translation and programming service
A dedicated support team ready to answer any questions
Your customers’ satisfaction is tied directly to profitability – happy customers buy more and refer other customers. It costs 6 to 7 times more to gain a new customer than to keep an existing one, according to research by Bain & Company.

Gathering feedback at appropriate times allows you to act on any issues before it’s too late. Zoomerang recommends gathering customer feedback through a Transactional Survey after a specific interaction or transaction (e.g. purchase or phone call to support) to monitor your business processes, as well as at specific intervals to monitor the status of your ongoing business relationship through a Relationship Survey.

Don’t act on hunches about how your customers feel. Eliminate the guesswork and follow Zoomerang’s recommended design principles, so you know where you stand with them.
Ask overall satisfaction at the start of the survey. This will allow you to measure customers’ overall impressions of your company, product or service before they start thinking of specific aspects of those relationships.
Use a 5-point satisfaction scale. Question scales should have descriptive labels associated with the numbers, and the top end of the scale should mean that customers are truly “wowed.”
Be consistent with your question wording. Consistency is critical in customer satisfaction research. Question scales should be consistent within a particular questionnaire as well as over time. The key measures of customer satisfaction, including the overall satisfaction question and those asking about specific aspects of the relationship, should all use the same scale.
Keep the survey short and focused. Focus on getting a read on your customers’ relationship with you. Avoid the temptation to ask everything you’ve ever wanted to know. The more ground you try to cover, the more likely it is that respondents will abandon the survey.
Ask demographic or “firmographic” questions. Inquiring about demographics or firmographics (company or industry type and size) enables you to analyze the data by different subgroups—such as new customers or regional customers. Consider hypotheses about customer profiles that may affect satisfaction and include questions that capture that data.
View these research-proven Zoomerang example surveys
Customer Satisfaction with Company
Customer Satisfaction with Product or Service
Service Cancellation Survey
Motivation and Buying Experience Survey
Customer Satisfaction with Technical Support
Take a brief, anonymous survey to report on your customer satisfaction metrics and practices. As soon as you finish, you will see the survey results and learn how others are using customer satisfaction surveys and what they are doing with the results. Click here
Recording of Zoomerang Webinar: Measuring and Tracking Customer Satisfaction
Business Week: Would you recommend us?
Explore the Value of Customer Retention
The American Customer Satisfaction Index
Loyalty Rules!
MarketTools Online Survey Resource Library
Please help us improve the Customer Satisfaction Resource Center by giving us your feedback.
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