Creating a Customer Service Survey Using Google Forms

Have you ever wondered what your customers are thinking? How does your company fare in their eyes? Did you know that an upset customer tells on average between 10 and 20 other people about an unhappy service experience? This is known as the ripple effect and research shows that it costs about 5 to 6 times as much to attract a new customer as it costs to keep an existing one. Therefore now, more than ever, with the amount of competition in any market, it is imperative to retain your existing customers by keeping them happy.

Regardless of your industry (retail, wholesale, services, healthcare, you name it), you have customers. And one of the most effective ways to measure how they feel about your company is by having them give you feedback through a survey. Surveys can reveal trends among your customers and weak areas among your staff, so after compiling and reviewing the data, you can use it to prioritize tasks to correct or improve things your customers may have complained about. Surveys also allow you to utilize customer suggestions to improve or create new products or services.

Upon completing this course, you will be able to create a new Google account, create survey questions, design the survey and review data in Google Forms and Google Sheets.

Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions.