Feedback Software

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Have you been bugged by the accuracy of customer surveys? Often times using CSAT has come with issues regarding complicated questions that either left the customers to leave the survey incomplete or resulting in inaccurate surveys.

Customer satisfaction today depends on how businesses decode customer feedback. Falling out or inaccuracy in customer responses could end up in wrong or bad decisions by businesses. Two strategies need to be implemented in conducting customer surveys – instant surveys and easy-to-answer questions. Thankfully, some companies have come up with highly customizable customer feedback software that caters to customers with easy options of answering their opinion of the product or service. It leaves the business with a clear understanding of the customer’s happiness or unhappiness quotient.

To make sure customers don’t skip questions, it is really important that companies make accurate to-the-point questions where customers have easy options that they could pick.

Companies are finding it really important to measure CSAT as customers of today are highly aware and are highly involved in the buying process they embark on. If not satisfied, they have numerous platforms where they could share their opinions. Customer feedback holds tremendous influence on other prospective buyers who can make or break a business.

There are several instances when customers posted their feedback on the social media channels like Facebook, Instagram, TikTok, etc., and have impacted hugely on business enhancement or loss. In fact, most eCommerce businesses today have customer feedback options on their products, enabling customers to post their experiences.

However, customer feedback on social media is not complete for measuring actionable steps. Hence, feedback apps or customer feedback software are essential. While designing the elements of the software, it is really vital to maintain short and simple surveys, as lengthy questions will irritate customers. To measure customer happiness and satisfaction accurately, simple and to-the-point questions are essential.

To give your businesses a maximum boost and to ensure customer satisfaction, you first need to be convinced that why measuring customer satisfaction comes with a benefit. Further, you would need to figure out the ways to measure customer satisfaction and what methods are available for collecting customer feedback.

Why measure customer satisfaction:

Instances where customers have been found satisfied with the service provided; are in more likelihood of staying loyal to the business. This is more specifically true for those enterprises that come with high churn rates.

A customer feedback app gives you a better idea of how satisfied your customers are. This enables you to take measures to improve their satisfaction levels and enable an extended relationship with you. You are in a better position to improve your customer lifetime value (CLV). Also, the word of mouth popularity possibility grows multifold.

Even though CSAT cannot directly measure your turnover, yearly growth – does give you an insight into what your end-user feels which the actual motive behind your entire endeavor.

Methods to measure customer satisfaction

How should you measure customer happiness? There are several methods of customer survey, like:

1. SCAT feedback survey

One of the most well-defined and designed methods used to measure customer satisfaction is the CSAT survey. There are multiple-choice questions on the Likert scale that give you an understanding of what your customer thinks of the product/service.

How would you calculate the CSAT score?

As mentioned earlier, the Likert scale gives you the option of grading the customer satisfaction level from extremely non-satisfactory to extremely satisfactory. These surveys are absolutely basic pus straight to the point. Customers are able to respond quickly and you could simply divide the number of positive responses by the total respondent count and multiply by 100. The end result would be CSAT percent.

2. Net Promoter Survey (NPS) Survey

NPS is one of the simplest methods to gauge CSAT. This method is a step ahead of giving you an understanding of customer satisfaction but also indicates the level of loyalty of your customers. There is a 10 numbered scale where 1 is least likely to 10 being extremely likely in measuring the likelihood of your customers say positive things about your brand. There is a typical NPS question pattern:

On a scale of 0 to 10, how much likelihood is there for you to recommend our service/product to a peer?

Once the survey is collected, the respondents get grouped in three segments:

  • Detractors (those who pick from 6 to lower)
  • Neutrals (choosing either 7 or 8)
  • Promoters (choosing either 9 or 10)

There is no count for neutrals in NPS. Subtract the count of detractors from that of the promoters and calculate the NPS percentage.

The best way of using the NPS survey

The best way to calculate using an NPS survey is by creating customer journey stepping stones and send them at regular time intervals. However, make sure that there is no biased response from your buyers for any specific interaction. Make sure you send the survey to different groups of customers to receive 360-degree customer feedback.

3. Customer Effort Score (CES) Survey

To understand how easy or difficult your customers found the product/service or the entire journey after the customers have finished a journey, the CES survey comes in as the best method. In case the customers find their process to get their problems answered, like completing their buying process or using their discount codes while checkout, you will need to make the process simpler. The easier and seamless it is for customers to receive what they are looking for, there is more likelihood of them giving you more business.

Methods to collect customer feedback

There are many challenges to asking for customer feedback. You could annoy some of them if you asked them directly, or in case you have not served that at the right time, you could miss out on collecting enough data to be useful. However, it is important that you understand what your customers feel about your products and services so that you can find out the best modes to identify how to receive their honest feedback while not irritating them.

Across your digital touchpoints: Position customer feedback software across all your touch-points so that you receive instant feedback about your customer satisfaction.

Surveys on Mobile or Apps: Getting quick surveys on smartphones and devices which is user handy apps can be really useful. In-app surveys will increase conversion rate and hence, can be a good way to respond to customer inputs.

Surveys on the website: You could place simple feedback surveys on your websites, making them user-friendly for all devices (desktop, tab, or mobile). All you need doing is placing them strategically on several pages of your websites to get a clear understanding of how satisfied your customer is with the complete experience.

Email surveys: This is the best way to follow up with every lead. Those customers who will take their time out to respond would mostly provide honest feedback, something extremely useful and invaluable for your business.

The Ultimate Goal: Giving Ultimate Customer Satisfaction

Both direct and indirect feedback needs analysis if you wish to create a valuable business. The means you use towards the collection of customer feedback affects directly or indirectly the customer’s usability. Free flow of answers provided to questions like, “how to improve our service/product” need to be assessed to gauge the inert intent respondents have. This tells you what most of the customers feel is lacking in your product/service. A customer feedback survey is the best way to understand your customer’s pulse and give them a better service than the previous one.