Monthly Customer Survey Review Checklist for Trades & Construction
A checklist for designing, distributing, and analysing monthly customer satisfaction surveys to gather actionable feedback on your services and services.
Compliant with Safe Work Australia requirements, state WHS legislation, and Building Code of Australia (NCC) documentation standards.
Complete Checklist
- 1Review the current survey questions for relevance and clarity
- 2Update survey questions to address any current business priorities
- 3Distribute the survey to the customer list using the chosen channelCritical
- 4Monitor survey response rates and send reminders if needed
- 5Compile and analyse all survey responses receivedCritical
- 6Calculate the overall customer satisfaction score and Net Promoter ScoreCritical
- 7Compare scores to previous months to identify trends
- 8Categorise qualitative feedback by theme and sentiment
- 9Identify the top three areas where customers want improvement
- 10Review comments from detractors and plan follow-up actions
- 11Recognise staff or processes mentioned positively in feedback
- 12Create an action plan to address the most impactful feedback
- 13Communicate survey results and planned actions to the team
- 14Thank respondents and close the feedback loop where possible
Frequently Asked Questions
How do we act on survey feedback effectively?
Focus on recurring themes rather than individual comments. Prioritise improvements that affect the most customers or address the most critical issues. Assign specific actions to team members with deadlines. Most importantly, close the feedback loop by telling customers what you changed based on their feedback. This encourages future participation and builds trust.
What is a good response rate for customer surveys?
For email surveys, a response rate of 10 to 30 percent is typical for most businesses. Rates above 30 percent indicate strong customer engagement. To improve response rates, keep surveys short, send them at the right time, personalise the invitation, explain how feedback will be used, and consider offering a small incentive for completion.
How long should a customer satisfaction survey be?
Keep surveys short to maximise completion rates. Aim for five to ten questions that take no more than three to five minutes to complete. Include a mix of rating scale questions for quantitative data and one or two open-ended questions for qualitative insights. Surveys that are too long result in low response rates and survey fatigue.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.