Other studies indicate that 34% of companies implement “customer journey mapping” to measure service satisfaction, which includes satisfaction surveys .
If your goal is to start measuring your customers' satisfaction, you've come to the right place. In this article, we'll tell you how to organize the information from a satisfaction vietnam email list survey to get the most benefits.
Before learning how to organize survey information, you need to know what a satisfaction survey is.
A customer satisfaction survey is a tool that allows the company to record the indicators required by the company. It is used to find out the opinion of consumers about the products, customer service and the general impression they have about the company.
Applying and understanding how to organize the information from a satisfaction survey allows you to go beyond the phrase “the customer is always right” and position yourself as a customer-centric company . To give you an idea, according to Zendesk’s 2020 trends report , almost half of customers would choose the competition if they receive a bad experience.
Before customers leave and choose another company, a satisfaction survey can help you make a timely change of direction . In fact, 67% of customer churn can be prevented if companies resolve problems the first time they occur.
You may be interested in reading: How to create a survey? Step by step with questions .
There are several types of surveys that allow you to measure the level of satisfaction of your customers and find out where you can improve. Below, we show you 3 key types of surveys for your business.
The questions in the CES surveys appeal to the degree of satisfaction that the client has with the service provided. This is one of the most important indicators, since 48% of consumers expect to receive personalized treatment. The answers are divided into scales and the questions can be:
Learn 3 ways to reduce customer effort and increase customer loyalty with: Customer effort score: how to measure and reduce this KPI?
If the CES is looking to find out the degree of satisfaction with customer service, the CSAT (Customer Satisfaction) tries to find out the degree of satisfaction with the product itself. This survey measures the answers to questions such as: “On a scale of 1 to 5, can you say that the product was what you expected?”
These indicators will provide you with references when launching a new product , correcting errors, modifying details that have received criticism, etc. As Bill Gates said , “The most dissatisfied customers are the greatest source of learning.”
