Your customers are your business’s lifeblood. When your customers are happy, your business thrives. But when they are not happy, your business suffers. But no matter how well you know your target customer, it won’t always be easy to gauge if your customers are satisfied.
Customer satisfaction surveys offer a convenient solution to this challenge. With these surveys, you go directly to the source to ask them about your areas for improvement. This guide will teach you everything about running an effective customer satisfaction survey in the service industry.
What Is a Customer Satisfaction Survey?
A customer satisfaction survey is a tool you use to check how satisfied your customers are with your brand and products. You can use the survey to identify unhappy customers and find areas for improvement. The survey will help you optimize products, as well as improve the customer experience.
Customer satisfaction surveys are essential if you want to know if your customers are happy. They also help you make adjustments and improvements in your business processes, as well as identify areas that are going well, so you know which practices you must continue.
Types of Customer Satisfaction Surveys
There are a few different types of customer satisfaction surveys. The type you choose will depend on your goals and the information you want to learn from the survey.
Customer Satisfaction (CSAT) Survey
This type of customer satisfaction survey measures general satisfaction with your products. Customers can respond as Very Satisfied, Satisfied, Neutral, Unsatisfied, or Very Unsatisfied. The goal of this type of survey is to see how you do at meeting client expectations.
Net Promoter Score (NPS)
This is the most popular type of customer satisfaction survey. You ask customers whether they would recommend your business by rating you on a ten-point scale. You then divide the responses into three categories.
- Detractors: These are respondents with a score of zero to six. They are dissatisfied and can hurt your brand reputation.
- Passives: These include scores of seven and eight. These customers are satisfied with your offerings but are not inclined to promote them.
- Promoters: These are scores of nine and ten. These are your most loyal clients. They recommend your products and service to their friends.
Post-purchase Survey
As the name implies, you run this customer satisfaction survey after customers make a purchase. These tend to be short, with the goal of getting input from customers about your product quality, customer service, and checkout process.
Product or Service Development Survey
You use this type of customer satisfaction survey when developing a new product. You would send out this survey before launching a product to confirm that your clients need and want it. The goal is to learn more about product improvements and client needs.
Usability Survey
This customer satisfaction survey looks at the user experience. They are most commonly used to gauge the experience on your company website. You will typically set these as pop-up surveys on your website that appear for random visitors.
