Measure & Improve Customer Satisfaction
Why should you measure customer satisfaction?
Customer satisfaction surveys help to understand your customers. They let you know how customers feel about you, what they like or don’t, and what they want you improve. Who better placed to tell where you’re not meeting expectations and what’s most important to them, than your customers.
73% of consumers expect brands to understand their needs and expectations*
Don’t be scared of bad feedback, there’s no such thing. It’s a gift. It gives you the opportunity to resolve complaints quickly, and tells you how to improve your products, services and customer experience.
What is a customer satisfaction survey?
Satisfaction surveys ask questions about different areas of the customer experience.
Feedback surveys allow you to measure, track and compare various metrics, such as CSAT, NPS and CES, across all your locations. These along with a variety of other questions and open-ended questions provide insights about the entire customer journey.
See an example of an online survey >
The Benefits of Customer Feedback
Improve Customer Experience
Act on feedback received to make improvements to improve customer satisfaction throughout the customer journey.
Limit Bad Reviews
Resolve complaints before unhappy customers leave your premises or even think about writing a bad review or sharing their experience.
Develop Loyal Customers
Show customers you care, act on their feedback, make improvements and exceed expectations to turn happy customers into loyal advocates.
Grow Revenue
Enhanced CX helps retain customers, increases secondary spend, improves your reputation, drives repeat visits and grows revenue.
Inform Investment Decisions
Use data insights to identify areas you need to invest in; new products or services, maintenance, additional staff, training and other opportunities to improve satisfaction and beat your competitors.
Improve Employee Performance
You could also collect employee feedback and compare results with customer satisfaction. Use customer feedback results to motivate and reward employees.
How To Implement Satisfaction Surveys
Ensure you get feedback from a broad sample of your customers, use a multi-channel survey strategy to collect insights on every point of the customer journey.
- Physical survey kiosks gather feedback in-the-moment
- Online surveys are good for collecting pre and post visit feedback
- Integrate into your mobile app to push activity triggered surveys
Use Survey Results to Drive Change
Conducting satisfaction surveys are pointless if you don’t look at your reports and act on the feedback you receive. Also, don’t forget to communicate the improvements you make as a result of customer feedback.
- Understand your customers and their expectations
- Identify issues before they escalate
- Track all KPIs to spot opportunities to improve
- Compare teams and locations to learn from those who performing well
Get in touch to ask for a demo of surveys, alerts, analytics, or if you have any other questions.
*Source: Salesforce