Do you know what your customers feel about your company’s products or services? How can you rest assured the new features you are going to add in your product or service would be loved by your company? Are you fulfilling the expectations of your customers with your offerings?
Well, you can find the answer to such questions by running fruitful customer satisfaction surveys. If you periodically take feedback from your customers, then only you can be sure about the true feelings of your customers, their likes and dislikes, what more they would like to see, and so on.
So, let’s understand all about customer satisfaction surveys and their types along with related information that you may find useful for your business.
Customer Satisfaction Surveys: What Are They?
Customer satisfaction surveys or CSAT are the instruments to measure the satisfaction level of customers about the products or services of a company. It comes under customer experience surveys that can help companies to understand the needs and associated issues of their customers, thereby, helping them improve their offerings. In these surveys, customers rate or give scores to the products or services that they have availed from a company.
Companies often use rating scales to receive feedback in digital form or written form. You can see different types of customer satisfaction surveys that usually range from 5-10 questions about the product or service of a company including the personal experience of a customer along with overall satisfaction level.
Customer satisfaction surveys are especially useful for companies to identify unhappy customers. Because when you can gauge these points, you can improve your product or service. On the other hand, these surveys also help them identify those who absolutely love their offerings so much that they can act as your brand advocate to encourage others in availing of your services.
Moving on, let’s understand the different types of customer experience surveys.
Types of Customer Experience Surveys
Now that you have some idea on what really are customer satisfaction surveys, you must know what the different types of customer experience surveys are as well so that you can take feedback effectively. So, here you go!
1. Net Promoter Score (NPS)
Net Promoter Score is one of the most famous ways to measure the feedback of your customers regarding your offerings. It is actually a quick survey where you could ask your customers a typical question of whether they would like to recommend your brand to their friends along with asking them to scale your offerings from 0-10.
Therefore, you can directly understand if your customers are happy with your services or not. If they like it, they will definitely recommend your brand to their friends and vice versa. And if they are really happy with your product or services they can act as your brand advocate, as mentioned above.
2. Customer Satisfaction (CSAT)
CSAT is the most commonly used metric to gauge the satisfaction level of your customers about your products and services. It evaluates how happy they are with your offerings. In this survey, you could ask your customers a typical question to rate their overall satisfaction level with your products or services. You can also ask them to rate you on a scale of 1-5; 5 signify “highly satisfied” while 1 signifies “highly unsatisfied”.
Based on the ratings you receive, you can identify how many people are satisfied, unsatisfied, and highly satisfied with your offerings. In this way, you can improve your services and convert those “unsatisfied” ratings into “satisfied” ones.
3. Customer Effort Score (CES)
Customer Effort Score is an important method of customer experience surveys that measures the ease of interaction associated with a customer while dealing or communicating with your company. This type of survey is useful to assess the experience of a customer post-interaction. You can ask them simple questions like how easy it was for them to communicate or deal with your company.
It will help you gauge the smoothness of your communication with customers so that you can improve it. And next time when you deal with them, you can help them even more that they would feel effortless dealing with you or seeking help from you.
Why Should You Run Customer Satisfaction Surveys?
The major benefit of running customer satisfaction surveys is to understand them even more. By analyzing all those answers, you can understand the common obstacles faced by your customers, improve in certain aspects, and communicate better, and so on. So, these are the main benefits of these surveys:
- Improving your products/services
- Enhancing customer service
- Turning your customers into your brand advocates
- Getting competitive advantages
Final Words
In this highly competitive world, businesses nowadays are focused on providing impeccable customer experiences by meeting their expectations. Customer satisfaction surveys are effective ways to measure how your customers feel about your company. Therefore, incorporate it into your company to see improvements in your overall sales and to have happy customers around.
