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Customer Surveys: Measure Customer Satisfaction Without Complicating Things

May 24, 2021
  |  
Customer Service
  |  
3 min read
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There are so many different ways to measure customer satisfaction — figuring out which one to send to your customers can become a nightmare.

Well, it’s always a good idea to go with something that is easy to implement and does not require much effort from respondents.

And that is why we’ve introduced Customer satisfaction(CSAT) surveys in Hiver.

It is the most straightforward way of measuring customer satisfaction with a business purchase or an interaction.

All you have to do is ask a simple question – something like: How satisfied were you with your experience?

And the response can be one of the three emojis: happy, neutral, or sad.

You can now insert a quick CSAT survey at the end of your Shared Inbox emails.

What is CSAT?

CSAT stands for customer satisfaction and is a score that indicates how satisfied a customer is with a product, service, transaction, or interaction with a company. The term CSAT is often used to indicate a CSAT score, which is a numerical value given to customer satisfaction levels.

There’s a pretty simple formula to calculate the CSAT score:

CSAT score = [Number of satisfied ratings – Number of Not Satisfied ratings] %

Since it’s such a quick survey, you can go ahead and use it for multiple interactions during your customers’ lifecycle and know how they feel at various touchpoints.

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Why you should use CSAT

1. Product development – You can ask a short question right after you have launched a new feature. Feedback from your customers will help you learn more about their expectations and identify lapses quickly.

2. Customer loyalty – The more you engage with your customers, the more loyal they become. There’s a bunch of studies that show a clear correlation between customer satisfaction and willingness to pay.

3. Engage employees – CSAT scores provide important clues about the situation of your own employees. A low score means you should look inwards. Are your employees happy about the working conditions? How about the salaries, benefits, working hours?

What are the best times to send a CSAT survey?

1. After critical lifecycle moments  One of the best times to send out a survey is when the user has completed a critical step in the product lifecycle. For example, right after they have been onboarded.

2. After you have closed a support ticket  It is crucial to gauge customer sentiment after you solved an issue they were facing. It also tells them that your relationship with them goes beyond just problem-solving.

3. Prior to renewal  Taking feedback a few months before renewal gives you enough time to act on it. You’d want everything to be running just as users expect before they renew.

4. After education interactions  It makes sense to take feedback after you have explained a new feature to a customer or after they have finished reading a knowledge base article.

CSAT in Hiver

Customer Surveys

With the new customer surveys in Hiver, collecting and measuring customer feedback has never been easier.

Customers are most likely to give accurate feedback and satisfaction ratings when it is collected proactively and immediately. This is why Hiver now lets you insert customer surveys at the end of every email that you send with a single click.

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Hiver allows you to add a CSAT survey at the end of every support interaction

What’s more? As an admin, you have control over how to use and collect data from customer surveys. You can enable them by default for every email interaction, or you can give your teammates the option to enable and disable them at their discretion.

To make these surveys even more valuable, Hiver also lets you customize these survey questions so that you can collect data that is more pertinent to your business needs.

Measuring customer feedback in real time

With customer surveys in Hiver, not only do you get the ability to collect feedback in real time, but you also get the ability to measure the feedback and draw insights from it — all in real time.

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With CSAT Reports in Hiver, you can visualize and measure customer feedback, track and compare individual team members’ performance to see what is working well, what isn’t and train your team accordingly.

Need help?

To know how to set up CSAT in Hiver, head over to this article.

To know more about CSAT Reporting in Hiver, head over to this article.

Don’t use Hiver yet? You can always sign up for a 14-day Free Trial. 

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Harsh is the content lead at Hiver. He's jocular, loves dogs, and is always up for a road trip. He also reads - when Netflix gets boring.
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