Gartner Research

Satisfaction Surveys: You've Measured It, Now What?

Published: 12 April 2016

ID: G00303264

Analyst(s): Jeffrey Brooks, Hank Marquis , Heather Colella


This research answers questions CIOs most frequently ask of Gartner analysts regarding satisfaction surveys: how to create them and interpret the results.

Table Of Contents
  • Key Challenges



  • How Do Our Satisfaction Scores Compare to Other Companies?
  • What Is a "Good" Customer Satisfaction Metric?
  • How Do We Interpret Satisfaction Survey Findings?
  • How Do We Create Global Parity When Comparing Satisfaction Survey Scores?
  • How Do We Conduct the Survey — Templates, Frequency and Participants?
  • How Do We Increase Response Rates?
  • Set Goals and Make Commitments

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