Customer Satisfaction

Consumers expect an exceptional experience with your company and unfortunately people talk about bad customer experiences more than they will brag about good ones. Customer satisfaction surveys are used to understand your customer’s satisfaction level with your organization’s product, services or experiences. This type of customer experience survey can be used to gauge customer needs, understand problems with your product or services or segment customers by their score.

Customer satisfaction is at the core of human experience, reflecting our liking of a company’s business activities. High level of customer satisfaction are strong predictors of customer and client retention, loyalty and product repurchase. Effective business focus on creating a reinforming pleasurable experience so that they might retain existing customers and add new customers.

The matrices we use while doing a customer experience survey are:

01
Net promoter score (NPS)
Probably the most popular measure of customer affinity towards your company. NPS is a quick effective survey that typically ask “How likely are you to recommend us to a friend?”
02
Customer Effect score (CES)
This metric measures how hard it was for a customer to be able to complete the task that prompted their interaction. This survey questions could look like, “How easy it was to deal with our company today?”
03
Customer satisfaction survey (CSS)
This is a commonly used measure for product and services to rate how happy consumers are with what they purchased. The typical survey question to collect this feedback looks like, “How would you rate your overall satisfaction with the goods/service you received?”