There is a wide list of tools and tactics you can use to measure customer satisfaction. One of the easiest and most popular options to measure satisfaction is through a CSAT survey. A survey, often created from questionnaire templates, may be distributed to the relevant audience. Your customers answer the survey questions, giving you exclusive insights into their feelings of satisfaction or lack thereof with your organization. You can analyze the data for insights on how to improve customer experience.
Survey data is often collected and measured right after a transaction or at a fixed interval. Metrics such as Net Promoter Score(NPS), Customer Effort Score (CES) or Customer Satisfaction Score (CSAT) are used to provide decision-makers with an easy-to-understand score based on the survey results.
Customer satisfaction surveys are easily the most effective tools to get feedback on the quality of your products and services. Using multiple-choice or matrix questions can be quite impactful in getting the desired results.
Surveys can also be used to learn what customers think about your market reputation. This data can be put to work to learn how you can make improvements. A customer satisfaction survey can also be instrumental in developing new features or products. Most customers will tell you honestly what will and will not work concerning the current market trends.
A satisfaction survey can have an indirect positive effect on your employees as well. The feedback from satisfaction surveys can be used to look for problem areas within your organization. You can choose to focus on the development of employees within these areas to make their work more fulfilling and improve your customer satisfaction.
Common Customer Satisfaction Surveys:
- Voice of Customer Surveys:This type of survey measures customer opinion on your most important business parameters. Use this template with ready-made survey questions to customize a survey for your customers.
- Product Surveys: Performance of a product is hugely reliant on how well-received it is with the customers. Product surveys play a vital role in understanding how important different aspects of products are to customers, including features, cost, and usage.
- Service Evaluation Surveys: Service promptness, ease of getting customer service, and staff responsiveness are key to satisfied customers. A service evaluation survey gives you access to insights on your current level of customer service and how your business can improve.
Poor customer experience is the most common reason a customer stops interacting with a brand. You can use CSAT survey tools to help you create, distribute, and analyze satisfaction surveys to improve the customer experience.
Common satisfaction scores include CSAT Score, Net Promoter Score, Customer Effort Score, and the Likert Scale.
Here are some of the commonly used CSAT survey tools to measure your customer satisfaction and experience metrics:
- Net Promoter Score (NPS):
Net Promoter Score (NPS) is the percentage of the customers that will recommend your company or business to their family, friends, or colleagues. It’s an important tool to measure customer satisfaction and experience metrics.
Your NPS can be determined by asking a simple Net Promoter Score question to your customers:
“On a scale from 0-10 (where 0 being lowest and 10 being highest), how likely are you to recommend us to your family or friends?”
Your NPS can be calculated by subtracting the Detractors from the Promoters.
Why measure NPS?
There are several studies conducted that show NPS results have a significant impact on the success of a brand or an organization. Some might argue NPS is just a snapshot of a customer’s sentiments. However, these sentiments determine whether the customers will recommend your brand or not.
This customer satisfaction and experience metric facilitate in-depth feedback. With the right platform, you can even convert your detractors into promoters by immediately addressing their concerns.
- Customer Satisfaction Score (CSAT):
Customer satisfaction is an important tool that helps you understand if you have surpassed expectations of your product or services. Your CSAT score helps you measure satisfaction and overall customer experience.
Customer Satisfaction (CSAT) Score is measured by sending customers a survey asking them to rate their level of satisfaction with the interaction on a scale of “Not satisfied at all” to “Very satisfied.”
- Customer Effort Score (CES):
Customer Effort Score (CES) is a survey metric used to measure customer experience. CES surveys usually ask a single question to increase customer loyalty and decrease customer effort.
Generally, the more effort required by a customer, the more their loyalty decreases. A business or organization constantly strives to make its customer effort “effortless.” Excellent customer experience directly results in reducing customer efforts and increasing customer satisfaction.
For example, if you own a retail clothing shop and the customer must constantly walk around the store to find employees for assistance, compared to an attentive shop employee anticipating the customer’s needs. The customer is much more likely to return them to store where their needs were met without extra work on their part.
- Customer Churn:
Customer churn is a phenomenon where customers stop purchasing products or services from a brand. Customer churn is also known as customer attrition.
Customer churn rate or customer attrition rate is the mathematical calculation of the percentage of customers who are not likely to make another purchase from a business. It’s extremely important to keep the customer churn rate low for any business, as acquiring new customers costs more than retaining existing ones.
Additionally, highly satisfied customers are great brand ambassadors. They help spread a positive word of mouth and recommend your brand or services to their family, friends, and colleagues.
To calculate the customer churn rate, divide the number of customers you have lost by the total number of customers. You can segment your customers based on the frequency of their purchase to help estimate the churn rate.
This formula helps you calculate the customer churn rate.
Every organization has its unique methods to garner feedback regarding customer satisfaction. These methods are broadly categorized into two surveys based on the organization niche or target audience:
- Direct Transaction Survey:
this type of customer satisfaction survey is conducted in cases where the organization requires immediate feedback after customer transactions.
For example, a store asks buyers to respond to a quick survey after purchasing a product or a pop-up survey appears after an online transaction. Questions aim to gain insights into the shopping experience that just occurred. The purpose of conducting this survey is not to understand the detailed opinion of customers, but rather to keep a tab on the latest transaction experiences.
- Overall Satisfaction Survey:
These surveys are conducted to understand an organization’s overall reputation in the eyes of the customers. They’re also known as “relationship surveys” as they’re generally used to maintain customer relationships.
Usually, overall satisfaction customer surveys are conducted in disguise of direct transaction surveys. This helps the organization learn about customer satisfaction regarding a customer’s entire experience with the organization while limiting response bias.
Service quality reflects a customer’s perspective towards your products and services in comparison to their expectancy. It plays a large role in the satisfaction of your customers.
Higher service quality directly leads to an increase in customer satisfaction. By offering customers great service quality upfront, you can save time and effort on creating ways to increase satisfaction.
Thanks to new technology and increased global access to brands, it has become extremely critical to maintain a strong standard of customer satisfaction and service quality. This can be achieved by imparting the importance of service to the staff members who are dealing directly with customers and encouraging them to go above and beyond in their customer service efforts.