Increase quality with better customer understanding
Customer satisfaction survey let you better know your clients. How do they feel about your products or services? By listening to their thoughts and opinions you can better improve your product and services.
You can ask your clients how they like your website, checkout process, pricing, features and overall rate. Those opinions are extremely important with client who have some kind of problem. Listening to them will improve your product and services.
If you know that your user wants to resign, it's important to ask him for a reason. Additionally you can ask him how you can improve your product or services.
Customer satisfaction survey needs to be short for better response rate.
When performing customer satisfaction survey it's a good practice to measure client loyalty. Simple NPS question (Net Promoter Score) will tell you directly level of clients loyalty. The client needs to answer one question "How likely are you to recommend us to a friend or colleague?" answer is a scale from 0 to 10. The result is NPS score from -100 to 100. A positive value is considered as a good result and values greater than 50 as a very good result.
Customer loyalty survey could be performed periodically or transactionally. Periodically measurement could be perform once a month, quarter or annually. Transactional NPS measurement can be performed during specific situations like support contact, purchase or business inquiry.
It is said that NPS score is correlated with revenue growth.
Few examples of surveys that will help you measure customer satisfaction
Many professional service companies engage with clients directly. Their contact with clients is essential for their business. Periodic client satisfaction surveys are a great way to constant quality control.
As websites are a big part of companies activity their effectiveness should be controlled. It's a good practice to survey customers about your website, are they found the information they need? Was that information helpful?
Very important survey for a sales team. They need to know how they won the deal, how competitive they are and how likely the customer is to purchase again. This feedback will benefit sales team directly and help them improve their work.
It's a good practice to periodically survey your entire customer base to measure overall satisfaction. You can do it on a monthly, quarterly, or annual basis. Control of overall customer satisfaction helps you make better strategic decisions.
Your product is used by your customers, but how your users use it, what they want to be improved? Product surveys will give you the different view on your product and way it should evolve.
A popular type of satisfaction survey. It's triggered by an interaction with the support team. You can ask the client about satisfaction with the resolution of his problem or ask how was his experience along the way?