Want to know what’s going on in your customers’ minds? What do they think of your business? Take a customer satisfaction survey!
Customer survey feedback can help you know their opinions, points of view, and experiences. You can use this information to alter your strategies and get better results.
In today’s fast-paced world, users have got a variety of options to select from. Therefore, you must provide the best customer experience, or else your prospects won’t choose you. However, to know your customers’ satisfaction level, you can undertake a variety of surveys.
Now, first, let’s start with understanding more about customer satisfaction surveys. Here, in this blog, we will also tell you the must-follow top 10 best practices for customer satisfaction surveys.
What is a Customer Satisfaction Survey?
A customer satisfaction survey usually consists of 5 to 10 questions that give you insights into the customer’s personal experience with your product/ service.
By executing the survey for customer satisfaction, you can get a deeper understanding and valuable customer feedback.
The scores of the customer satisfaction survey can help you know the loopholes and the scope of improvement.
There are various types of customer satisfaction surveys that you can consider taking:
- Customer Satisfaction Score (CSAT)
- Customer Effort Score (CES)
- Net Promoter Score (NPS)
- Milestone surveys
Below, we have given more in-depth information about each of the types of survey mentioned.
1. Customer Satisfaction Score (CSAT)
Customer satisfaction surveys contain simple and easy questions with few options. The response is recorded in the form of answers like yes/no or happy/sad face.
The scores of this type of survey are at the higher end (in the 98% + range). If you see a sudden drop in these scores, then that means a quick alteration is required.
2. Customer Effort Score (CES)
Customer Effort Score, as the name suggests, measures the efforts that a customer needed to make to fix a problem.
Basically, it aids you in knowing the speed and efficiency of your customer support. This type of survey includes questions like: Are you satisfied with customer support? Was it easy to solve your problem?
3. Net Promoter Score (NPS)
Net Promoter Score survey helps you know how much the users are satisfied and how likely they are to recommend your business to their friends or colleagues.
NPS survey has a rating scale of answers between (1-10). The higher the scores your customers assign, the more they’re satisfied with your service.
4. Milestone surveys
Milestone surveys are sent to the customers after a certain time span, such as after 3-6 months of them being a customer.
A milestone survey can help you know your user experience and improvisations you can make.
Top 10 Best Practices For Customer Satisfaction Survey
The survey customer satisfaction data can help you get crucial information from the clients. You can rely on this information for modifying or refining your business strategies.
In this section, we’ll tell you the best practices for customer satisfaction surveys that can assist in capturing essential data.
1. Select a right survey tool
Webmaxy survey tool can help you take a deeper dive into your customer insights. There is a plethora of pre-designed templates available in Webmaxy that you can use directly.
It’s simple and easy to create a survey with Webmaxy. You can also analyze the results effortlessly in different graphical representations.
Start your free demo of Webmaxy now. The business plan of Webmaxy starts just at $99/per month.
2. Keep your surveys short
To get accurate answers from your customers, it’s important to keep your survey short and sweet. You shouldn’t make surveys long and boring that make your customers leave without submitting them.
Try to make your questions clear and sharp. So, the responses you get are precise and to the point.
Have you ever noticed the longer the survey, the quicker the people leave? Of course, no one would be excited to take a 20-minute questionnaire.
Therefore, you should make your survey short, simple, and quick to answer.
3. Add Yes/No questions
Using yes/no questions makes it easy and trouble-free for the respondents to answer.
The close-ended survey questions are great, as they are comparatively easier to answer than open-ended questions.
The customers don’t even need to think much to answer them. You can inculcate questions like; Did you find our customer support satisfactory? Would you take up our service again?
4. Include a few open-ended questions
You can get a deeper insight into your customers’ thought processes by asking a few open-ended questions.
By including open-ended questions, you can give freedom to customers to write their real thoughts.
However, analyzing the answers to open-ended questions is quite difficult. As individual customers’ experiences and opinions might be different from others.
5. Do A/B testing for your surveys
You must do A/B testing for your surveys to find out which type of survey is getting the most response.
The goal of implementing a survey is to get customer feedback. You can create different surveys with Webmaxy templates and try A/B testing them.
You can keep the survey on your site that gets the maximum engagement.
6. Ask Smart Questions
Ask smart questions instead of asking tons of questions. Before constructing a question, define the objective of the question or what you want to know from it.
Be certain and cut down the unnecessary questions from the survey. You can finalize your questions by contemplating the information you need.
7. Avoid confusing questions
Don’t make your questions too long or complicated, which makes customers skip them.
Avoid creating questions that are packed with information and lose the track of the main fact.
For example: Recently we have upgraded our features and added more tools in the software to make it world-class and launch globally. What are your thoughts about the new upgraded version?
This question is not only lengthy but also has sidelined the information that needs to be focused on. Therefore, you must refrain from adding such confusing questions to your customer survey feedback form.
8. Send the surveys at a specific time
When a user visits your site, you can’t send a website user experience survey questions immediately.
You need to be specific about from whom you want to take the survey. Is it from your existing customers or your website visitors?
In accordance with that, you have to put questions in your customer satisfaction survey. Additionally, you need to be specific about the time of taking the survey.
You can ask a customer to take a survey after they have had enough interactions with you.
For instance, you can ask your clients to take a survey after 3 to 6 months.
9. Thank your customers for taking the survey
You must thank the respondents for their feedback, time, and efforts. There are many users that might just click on the cancel button and not take the survey.
Hence, you must express gratitude to the respondents for providing you with valuable information and data.
10. Offer respondents something (Discount, giveaways, reward points)
The best way to attract your customers to take a customer satisfaction survey is to offer something.
To increase the survey response rate, you can give your customers something in return, like discounts, free coupons, and reward points. It can also be in the form of e-books, white papers, or newsletters.
Summing It Up
Customer satisfaction survey feedback can help you understand your customers’ real pain points and how closely you are tackling them.
With the Webmaxy survey tool, you can execute a survey fluently. You get varied designed templates to choose from, along with questions to ask.
You can get customize reports and analyze them more effectively. Start your free demo with Webmaxy now to improve your business ROI.