Customer Satisfaction is the lifeline for the growth of any business. Without it, a business cannot even survive for long, forget about growing and attaining good success. Happy and satisfied customers are the biggest promoters for any business.
77% of customers having a positive experience with your business would recommend it to their friends. And you can imagine how beneficial a recommendation is with the fact that customers acquired through referrals have a 37% higher retention rate and the word of mouth recommendation generates twice the returns from paid advertising.
Now, how can you ensure that your customers are happy with your products and services? Is it practical to reach each and every customer about the measure of their satisfaction? Maybe in a business with a very few clients, but practically it is impossible for any medium of large business to reach each and every customer and end-user of your products and services.
So the one and the only way to know whether and how much your customers are satisfied is to ask them with the help of Customer Satisfaction Surveys. Customer Satisfaction Surveys help you monitor and evaluate every single aspect of the customer journey, be it visiting your website to enquire about your products and services to approaching you for availing after-sales services.
Before moving forward, let’s understand what a Customer Satisfaction Survey is.What is a Customer Satisfaction Survey?
A Customer Satisfaction Survey is a survey designed to get customer insights about the views and perceptions of the customers regarding your products, services and their overall experience with your brand.
It helps you to understand what customers think about you and your brand, what they feel about the Customer Experience you provided them and how happy they are being your customers.Why are Customer Satisfaction Surveys important?
Customer Satisfaction Surveys are really important for your business. They help you determine the extent of satisfaction of the customers with your product and services, how they take their overall Customer Experience, how loyal they are to your brand, and much more!
Strategically implementation of surveys helps you identify the key areas of improvements in your products and services. For instance, sending them to your customers immediately after a product return helps you to find out the exact reasons why the item didn’t meet the customer’s expectations. They can be used to find out what’s the reason behind a drop in sales volume.
Not necessarily surveys should be sent out while business is not doing well, they can be sent out even when business is in good shape. They assist you in building a healthy relationship with your customers and give a fair idea about how successful you are in meeting the customers’ expectations.Creating a Customer Satisfaction Survey
Creating a Customer Satisfaction survey involves basically creating a questionnaire to be sent to your customers. Now, the biggest challenge faced to create a Customer Satisfaction survey is to decide the questions to be asked.Trovare professionisti