What Is Customer Satisfaction?
Let’s start with a quick customer satisfaction definition. Customer Satisfaction surveys, or CSAT, are used to help companies measure the satisfaction level of their customers. Customers can express their satisfaction/ dissatisfaction with the service, a particular product or individual transaction. Often this is done through one main question – how satisfied are you with your product?
Measuring Customer Satisfaction
Let’s look at how to measure customer satisfaction. Customer Satisfaction metrics are used to calculate a score that can be used to see how you are performing. There are different methods to calculating CSAT including taking the average of all scores combined on a scale between 1-5 to give you an average rating.
Along with a scale rating of how satisfied a customer feels, follow up questions can be added that allow more open ended responses.
The Importance of Customer Satisfaction
So why is customer satisfaction important? Without measuring customer satisfaction you will have no way to identify unsatisfied customers. Customer satisfaction surveys allow you to analyse customer feedback and make changes to improve your service or product and improve customer loyalty.
You also won’t be able to identify your satisfied customers who could go on to become advocates and provide you with useful insight on where you are performing well.
How To Measure Customer Satisfaction With Wizu
Customer satisfaction surveys give you the insights you need to be able to make better decisions within your organization. What do your customers like about what you offer them? Are they particularly loyal? Is there one thing that, if you just improved it ever so slightly, it would be amazing and have them asking for more?
How should you ask customers what they think about the products are services you provide? Measuring customer satisfaction doesn’t need to be complicated. In fact, using Wizu, your customers will be able to answer simple questions that give you the detail about what’s working well, and what’s not working so well.
Customer satisfaction surveys typically ask a number of questions specifically relating to a key topic. As the title suggests, questions focus on how satisfied the respondent is to something.
Satisfying Your Customers Can Help Your Business Grow
Here are some examples of customer satisfaction uses:
Product Satisfaction Surveys – Get feedback on current and new products. What do your customers like or dislike about them? Can you make adjustments to them to improve sales? Product Satisfaction Surveys give you an insight into customer behaviour and can guide you on how to evolve your product and identify new products to create.
Customer Support Satisfaction – Are there any areas in which your team excels? Was there a particular team member that has provided fantastic customer service? How can you improve your service levels for your entire customer base? One of the most common customer satisfaction surveys comes from an interaction with a support department. If a customer has an issue resolved, how satisfied are they with that resolution? Finding out can help you improve.
Sales Satisfaction Surveys – Find out the reasons you won a sale or how likely a customer is to purchase from you again with a sales satisfaction survey. This can provide insight into future purchase behaviour and how competitive you are in the market.
Website Satisfaction Surveys – Companies are constantly changing and improving their website but how effective is it in delivering a good experience to your customer? A website satisfaction survey can help identify areas that are hindering customer satisfaction and identify where you are performing well.
Delivery Satisfaction Survey – Your product may be superb, but how was it delivered to your customer? Was it convenient to them? Did it arrive in perfect condition? Is there anything that would be cherished by the customer that you’re not yet providing?
Integrate Your Customer Satisfaction Surveys Directly With Salesforce
If your customer data is being stored in Salesforce then Wizu can easily and instantly connect your survey data with your customer data. Your customer satisfaction survey responses can be mapped directly into cases, leads, contacts or any customer or standard object in Salesforce. You can even set up triggers to send surveys out from Salesforce and embed customer information into your survey.