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Measure customer satisfaction the same way every quarter
A fixed short survey, a sheet that collects every answer and a quarterly summary showing what's improved, what's slipped and why.
When to use it
Survey runs all quarter; summary at the end of each quarter
Step by step
Agree a short, fixed survey
Use your AI assistant to draft five to seven questions you'll keep identical every quarter, including one overall score and one open question. Build it in Google Forms or Microsoft Forms.
Collect answers in one sheet
Link the form to a Google Sheet and add a column for the quarter, so all results build up in one place.
Send it at the same moments
Add the form link to your order confirmation, follow-up email or receipt so customers are asked at the same point each time.
Book the quarterly review
Set a recurring Google Calendar event at the end of each quarter to run the summary.
Compare quarters
Copy this quarter's and last quarter's results into your AI assistant with this prompt.
Prompt to copyHere are customer satisfaction results for [this quarter] and [last quarter], using the same questions. 1) Show the average score for each question in both quarters and the change. 2) Pull out the main themes from the open comments this quarter, with how often each appears and one example. 3) Link score changes to comment themes where the data supports it. 4) List what improved, what slipped and the top 3 actions. 5) Note the number of responses and any reason to be cautious. Use only the data given. [paste results]
What you get
Overall score: 7.4 (up from 6.9, 312 responses). Biggest rise: 'easy to contact us', after the new live chat. Biggest drop: delivery updates (-0.6). Top theme: 'didn't know when it would arrive' (48 comments). Action: add tracking texts.
Tips
- Don't collect names unless you need them; anonymous answers are often more honest and safer to analyse.
- Keep the questions identical, or the quarter-to-quarter comparison stops being fair.