Customer Surveys: Measure customer satisfaction without complicating things
By Harsh Vardhan
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 it 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.
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 touch points.
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.
PRO TIP: Hiver lets you customize your feedback questions to suit any situation. You’ll not have to keep repeating ‘how satisfied were you’ for every interaction.
To know how to set up CSAT, head over to this article.
Don't use Hiver yet? You can always sign up for a 14-day Free Trial.
About the author
Harsh is the content lead at Hiver.
He's jocular, loves dogs, and is always up for a road trip.
He also reads sometimes.