What is a Customer Satisfaction Survey?

What is a customer satisfaction survey?

A customer satisfaction survey is a survey used to gather feedback from customers and measure their perceptions and opinions about a product, service, or brand.

With a customer satisfaction survey you can gain insights into which parts of the customer experience are already successful and which areas could still be improved.

Why create a customer satisfaction survey?

Conducting a customer satisfaction survey gives you a data-driven approach to working with customer experience, which has several benefits.

A data-driven approach leads to more accurate insights into what the customers like – and what they are less satisfied with – about your company. It also gives you a stronger foundation for building customer loyalty.

Test your CX-maturity

Take the test and find out how your company performs when it comes to having the tools needed to deliver great customer experiences.

When your customer experience insights are used in a professional manner, it can put you ahead of your competitors from today. Are you a CX Rookie with room for improvement? A CX Talent well on your way? Or can you keep up the good work as a CX Champion?

What to ask for in your survey?

The first rule of customer satisfaction surveys is to always keep the questions relevant to your customers. Think about the value and importance of each question in relation to your end goal and focus on finding the right balance between quantity and quality.

We’ve listed the top 7 questions for you to ask in your customer survey:

Get an effective customer satisfaction survey

Many companies don’t get enough out of their customer surveys. This is a shame, because it means that the companies could have improved their customer experience even more, if they had used the results more effectively.

There are three common reasons why the companies often don’t get enough out of their customer surveys.

Build stronger customer relations with a customer survey

Performing a customer survey to get insights on your Customer Experience is an important part of improving customer relationships. The process of building strong customer relationships includes 5 steps. The process has been developed with the our more than 25 years of experience and tested in close cooperation with some of our key customers.

The 5 steps of the process of building strong customer relationships are:

THE 5 STEPS figur

How to create a customer satisfaction survey

Creating a customer satisfaction survey can be split into 7 different steps, from defining your objectives as the first point, to distributing and managing the survey at last.

And of course, you will also need to analyze the results and turn them into useful insights that can help you improve your customer experience.

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What is a customer satisfaction survey