According to 2021 Customer Experience Trends Report by Zendesk.com, about 50 percent of respondents are likely to switch to a competing brand after just one bad customer experience.
Fifty percent of customer churn means that a business is almost lost. Therefore, it is important to give priority to customer satisfaction the most. Measuring customer satisfaction is crucial to evaluate a customer’s happiness and loyalty towards the business.
There are many customer satisfaction survey tools that are an important means to measure customer satisfaction. By using those customer satisfaction survey tools, like a customer satisfaction survey app, you can get detailed insight into what customers like and dislike about their experience with your brand, product or services.
There are a few metrics by which customer satisfaction is measured. Some of the metrics are mentioned below:
Customer Satisfaction Score (CSAT): – CSAT measures the level of customers’ satisfaction or dissatisfaction with the product, service or interaction with your company.
In CSAT, customers are usually asked to rate their experience on a scale of 1 to 10, 1 to 5 or 1 to 3. The score is then calculated by adding the sum of all the scores and dividing the total by the number of customers who responded.
This type of survey allows companies to understand how well they meet their clients’ expectations.
Net Promoter Score (NPS): – NPS is the most popular satisfaction survey for customers as well as employees. The main goal of this survey is to find out whether customers would recommend your product or service to their friends and colleagues.
The survey helps understand the proportion of customers who are likely to discourage others (Detractors (0-6)) from transacting with your business, those who are simply neutral (passives (7-8)) and those who would promote the company (promoters (9-10)) to their friends and well-wishers.
Customer Effort Score (CES): – CES is just like CSAT, however it requires customers to rate the ease of their experience instead of their level of satisfaction. CES helps businesses understand how easy or difficult a customer will find it to complete a task, and thereby assess their experience with their product.
If the customer is able to accomplish the task with minimum effort, there is no scope for customer frustration, and thus it is less likely of the customer switching to another company.
Product or Service Development Survey: – This is an extremely powerful survey which is helpful for businesses as it allows them to predict the success of a new product. Marketers send this survey to customers before the product is launched to determine whether their clients really need the product or not.
The main aim of conducting this survey is to discover users’ needs and learn more about product improvements that can be made in future.
Usability Survey: – As the name suggests, this is a type of survey that allows product owners to gain some insights into the user experience. They are shown as pop-ups on websites as well as in apps.
Usability survey helps users better navigate a company’s site, find the necessary content, and get the best user experience.
Customer Satisfaction Software Tool for CSAT
Utilizing a customer satisfaction software tool to quantify CSAT is useful to find out about the client’s degree of satisfaction. The CSAT score review enjoys the advantages as well as disadvantages:
CSAT Metric Advantages
Flexibility: It is feasible to add or deduct questions and to ask for a more noteworthy depth of information. It is a truly flexible sort of study.
Questions can be customized for various crowds.
CSAT surveys can involve various pointers for various settings. Answers are not limited to text; however, you can likewise utilize stars, emoticons, and numbers.
CSAT Metric Disadvantages
It just reflects short-term client sentiments.
Fulfillment is subjective and utilizing this survey method may not give an exact thought of what works and what doesn’t.
It doesn’t show client faithfulness.
What is a Customer Satisfaction Survey App?
A customer satisfaction survey app is a pre-built mobile application designed to help customers evaluate products/services, which they have been using, and send their feedback to managers.
How do you Collect Feedback on CSAT in Your Mobile App?
By sending email surveys: – You can send your customers a survey form by email, which would contain specific questions for measuring customer satisfaction.
By using a post-service survey: – Immediately after customers have used your service, you can ask them during a live chat or by sending them an email with a link to an assessment form – what they think about the product /service.
By using a customer feedback app: – This is a very popular method of collecting feedback, it offers the possibility to collect in-app feedback and therefore has the highest response rate. Customers while using the application can immediately give feedback by spending some time and effort.
By collecting app store reviews: – In general, users view reviews of an app before downloading it. You can give your app some ratings by asking users to rate it/or by writing a review.
How Data Collection App Improves Customer Satisfaction?
Data collecting apps help businesses reach out to users and collect their feedback in real time. These apps are very popular and allow companies and organizations to conduct surveys, analyze information in real time, respond to customers’ queries quickly, etc. Besides, data collection apps make a good impression of your business brand on your customers and prospects.
How a Customer Satisfaction Survey App Increases Loyalty
If you are able to stay in touch with your customers, then it would be a great advantage for your business. Customers will give special value to you and usually eagerly participate in surveys.
In general, users like to be part of your business and influence any side of it. Data collection applications are a fundamental tool to market to your clients and will improve your business.
A client data collection application is an incredible fit for any organization to manage client relations, plus, information collection applications have forever been very useful since they require basically no work.
Mobile data collection applications are advantageous in light of the fact that they are generally with you, they save time and money on paper, and help reduce the amount of time you process the information. A client application is a priority tool for any organization to deal with customers.
A customer feedback app can help gather, analyze and disperse data to leaders to comprehend pain spots and make improvements. This assists the organizations with offering better services and foster their products as indicated by clients’ necessities subsequently prompting development and stronger customer loyalty. Consumer satisfaction surveys are valuable means to acquire knowledge about clients that benefit your business.
