Benefits of Customer Satisfaction Surveys

One of the best mediums to collect valuable data from your consumers and use them to enhance their experience is with the help of Customer Satisfaction Surveys. Conducting them at regular intervals and addressing your consumer’s problems can help you improve customer loyalty and increase sales revenue.

The customer feedback survey will help you gather consumer’s feedback on any concerns related to the products and services. Adopting this voice of customer methodology will make you gain deeper insights about how they perceive your products/services/brand. The feedback will expose issues that you might not be aware of and will help you to fix them. As per a report by Microsoft, brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback

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The outcome from the Customer Satisfaction surveys will help you determine which aspects of your products and services should need improvement. To create a CSAT Survey, you can make use of online survey software which can capture exhaustive customer’s buying experience. According to Glance, 70% of unhappy customers whose problems are resolved are willing to shop with a business again.

It’s a universal truth that empathy begins with active listening. Customers know what they want. However, they may not be able to tell you what they need. It’s the responsibility of every business to determine what they want, but not based on intuition, but based on valuable customer feedback. Analyze the feedback obtained though different kinds of customer surveys like voice of customer surveys and implement it to improve your products and services. By measuring customer satisfaction, you can determine whether you meet, fall short of, or surpass your customer expectations. Data insights from Accenture show that  two-thirds of customers are willing to share personal information with companies–but only in exchange for some perceived value.

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4. Helps you Identify Trends

You can quickly determine your consumer’s preferences and choices with CSAT surveys. With the help of numerous customized reports, you can view trends in CSAT levels for a specific period by gathering and comparing different types of survey data.

5. Helps you retain Existing Customers

The key behind any successful business is to create and follow practices to acquire new customers as well as retain the existing ones. Sharing CSAT surveys not only shows how much you care about their opinions but also gives a platform to engage with them. It also plays a vital role in reducing Customer Churn. Numerous studies prove that reducing churn by 5% can increase profits by 25 to 125%.

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Despite all the social media networking platforms and new technology, nothing beats a good word-of-mouth recommendation from a trusted source. When consumers are unsatisfied or have a terrible experience with your products or services, they will not shy away from sharing their negative experiences. Surveys provide the best means to find out just how happy your customers are and what all you can do to keep them happy. According to Sprout Social, 47% of customers with a product or service complaint will voice it on social media.

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8. Helps you deliver Best Customer Experience

Every business wants to create a memorable experience for their consumers across multiple channels. If they encounter any bad experiences, then take it as an opportunity to know the reasons behind their dissatisfaction and implement proper measures to eliminate them. This is why you need to gather feedback from them to understand what you can do differently to enhance their experience with your brand and can set you apart from your competitors. A research by Harvard Business Review depicts that omnichannel customers spend 4% more in store and 10% more online than single-channel customers.

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