Customer satisfaction surveys help companies measure satisfaction, identify unhappy customers and find potential advocates.
For most companies, customer satisfaction ratings can have powerful effects. Firstly, they help focus employees on the importance of fulfilling and exceeding customer expectations. Secondly, when satisfaction ratings dip, they warn of potential problems that can affect future revenue.
An effective customer satisfaction survey has 5-10 questions that relate to the service delivery, customer experience and overall satisfaction.
The purpose of this type of survey is to gauge how satisfied your customers are. A happy customer is extremely valuable to your company. Happy customers come back and make repeat purchases; they have higher customer lifetime values and are less likely to defect to competitors.
Customer satisfaction surveys help you identify the overall level of satisfaction and assist with finding your happiest and unhappiest customers. Feedback from a survey gives you the opportunity to follow up with your happiest customers (to turn them into advocates), and your unhappiest customers (to fix problems and retain their business).
A customer satisfaction survey is the perfect way to gauge how happy your customers are. They are used to get actionable feedback which can assist with creating a customer experience that increases satisfaction, reduces churn and stops customers defecting to competitors.