One of the reasons for customer satisfaction surveys is to identify the pain point of the client and fix it. This if done enables the customer to come again and again. Today, beyond the brand, customer satisfaction is one of the key brands strategizes companies use to differentiate themselves in a crowded, fast-changing, and competitive business environment. Today, the brand with the best customer experience usually wins.
According to Qualtrics.com, “High levels of customer satisfaction … are strong predictors of customer and client retention, loyalty, and product repurchase.” This means we could help improve client retention through customer satisfaction.
In a previous article, we examined why Net Promoter Score (NPS) is essential for identified promoters from distractors as well passive clients to boost customer retention. https://ferdsilinks.com/ferdsilinks-customer-satisfaction-survey-results-thus-far/
If you think, poor customer experience has no effect again, think again. According to research, poor customer satisfaction can actively harm your brand. An average customer will tell 16 other people about a poor customer experience from your brand, and it takes brands an average of 12 positive experiences to make up for one unresolved negative experience. This shows, understanding what drives your companies.
Some key customer survey best practices
The efficacy of your customer satisfaction data relies on getting honest and accurate answers from your customers. Generally, expect some people to tell lies but often a small number if the questions are well formulated. Issues of beliefs and behaviour are common examples. To improve on honest responses, ensure the following:
- Keep it short
- Only ask questions that fulfill your end goal
- Construct smart, open-ended questions
- Ask one question at a time
- If using a rating scale, make it consistent
The use of surveys to collect customer feedback has exploded in the past few years. You can gather great insight from a customer feedback survey and leverage that information to improve your product by using a few simple tricks of the trade. As findings have shown, 80% of companies that see year-over-year growth use customer surveys to collect customer experience data and make decisions informed by data.
Wondering how to conduct customer research, Ferdsilinks Research Team is here to assist you.