Estimate customer satisfaction using instant feedback software
Have you been bothered by the accuracy of customer surveys? Often the use of CSAT has come with issues regarding complicated questions that have either left customers leaving the survey incomplete or resulted in inaccurate surveys.
Customer satisfaction today depends on how companies decipher customer feedback. A drop or inaccuracy in customer responses could lead to wrong or wrong decisions by businesses. Two strategies should be implemented when conducting customer surveys: instant surveys and easy-to-answer questions. Fortunately, some companies have come up with highly customizable solutions customer feedback software which caters to customers with simple options to address their opinion of the product or service. It leaves the company with a clear understanding of the customer’s happiness or unhappiness quotient.
To make sure customers don’t skip questions, it’s really important for companies to ask specific questions about where customers have easy options they can choose from.
Businesses find it really important to measure CSAT because today’s customers are highly aware and engaged in the buying process they are embarking on. If they are not satisfied, they have many platforms where they can share their opinions. Customer feedback has a huge influence on other potential buyers that can make or break a business.
There are several cases where customers have posted their feedback on social media channels like Facebook, Instagram, TikTok, etc., and had a huge impact on the improvement or loss of the business. In fact, most e-commerce businesses today have customer feedback options on their products, allowing customers to post their experiences.
However, customer reviews on social media are not comprehensive in measuring achievable steps. Therefore, feedback applications or customer feedback software are essential. When designing the software elements, it is really essential to keep the surveys short and simple because long questions will irritate the customers. To accurately measure customer happiness and satisfaction, simple and specific questions are essential.
To maximize your business and ensure customer satisfaction, you must first be convinced that there is a benefit in measuring customer satisfaction. Additionally, you need to determine the ways to measure customer satisfaction and the methods available to collect customer feedback.
Why measure customer satisfaction:
Cases where customers were found satisfied with the service provided; are more likely to stay with the company. This is especially true for companies that have high churn rates.
A customer feedback app gives you a better idea of your customers’ satisfaction. This allows you to take steps to improve their level of satisfaction and enable a prolonged relationship with you. You are in a better position to improve customer lifetime value (CLV). Also, the possibility of word of mouth popularity is increasing.
Even though CSAT can’t directly measure your revenue, year-over-year growth – gives you insight into what your end user is feeling and who is the real motive of your business.
Methods of measuring customer satisfaction
How to measure customer happiness? There are several methods of customer survey, such as:
1. SCAT satisfaction survey
The CSAT survey is one of the best defined and designed methods for measuring customer satisfaction. There are multiple-choice questions on the Likert scale that allow you to understand what your customer thinks of the product/service.
How would you calculate the CSAT score?
As mentioned earlier, the Likert scale gives you the ability to rank the level of customer satisfaction from extremely unsatisfactory to extremely satisfied. These surveys are absolutely basic and straight to the point. Customers are able to respond quickly and you can simply divide the number of positive responses by the total number of respondents and multiply by 100. The end result would be the CSAT percentage.
2. Net Promoter Survey (NPS)
The NPS is one of the simplest methods to evaluate the CSAT. This method has a head start in giving you an understanding of customer satisfaction but also indicates the level of loyalty of your customers. There is a 10-digit scale where 1 is the least likely with 10 being extremely likely to measure the likelihood of your customers saying positive things about your brand. There is a typical NPS question template:
On a scale of 0 to 10, how likely are you to recommend our service/product to a peer?
Once the survey is collected, respondents are grouped into three segments:
- Detractors (those who choose from 6 to less)
- Neutrals (choosing 7 or 8)
- Promoters (choosing 9 or 10)
There is no account for neutrals in the NPS. Subtract the number of detractors from the number of promoters and calculate the NPS percentage.
The best way to use the NPS survey
The best way to calculate using an NPS survey is to create customer journey stepping stones and send them out at regular intervals. However, make sure there is no biased response from your buyers for a specific interaction. Be sure to send the survey to different customer groups to receive 360 degree customer feedback.
3. Customer Effort Score (CES) Survey
To understand how easy or difficult your customers found the product/service or the entire journey after customers have completed a journey, the CES survey appears to be the best method. If customers find their process to get their issues answered, such as completing their purchase process or using their discount codes at checkout, you will need to simplify the process. The easier and more transparent it is for customers to receive what they are looking for, the more likely they are to offer you more business.
Methods for Collecting Customer Feedback
Asking for customer feedback presents many challenges. You might annoy some of them if you ask them directly, or in case you didn’t serve it at the right time, you might miss collecting enough data to be useful. However, it’s important that you understand what your customers think of your products and services so that you can learn the best ways to identify how to receive their honest feedback without irritating them.
Through your digital touchpoints: Position customer feedback software across all your touchpoints so you get instant feedback on customer satisfaction.
Mobile or app surveys: Getting quick surveys on smartphones and devices which are handy apps for users can be very helpful. In-app surveys will increase the conversion rate and therefore can be a good way to respond to customer feedback.
Surveys on the site: You can place simple feedback surveys on your websites, making them friendly for all devices (desktop, tab, or mobile). All you need to do is place them strategically on multiple pages of your websites to get a clear idea of how satisfied your customer is with the entire experience.
Email inquiries: This is the best way to follow each lead. Customers who take their time to respond will mostly provide honest feedback, something extremely helpful and invaluable to your business.
The ultimate goal: to deliver ultimate customer satisfaction
Both direct and indirect feedback should be analyzed if you want to build a valuable business. The means you use to collect customer feedback directly or indirectly affect customer friendliness. The free flow of answers provided to questions such as “how to improve our service/product” should be assessed to gauge the inert intent of respondents. This tells you what most customers feel is missing in your product/service. A customer feedback survey is the best way to understand the pulse of your customers and provide them with better service than the last.