Customer satisfaction surveys are a series of questions that are asked to users of a product or service to evaluate their opinion about it, as well as possible aspects for improvement. Creating a customer service survey is a simple action to implement and that can bring us multiple benefits : Satisfaction surveys help us make short, medium and long-term decisions on various aspects of our company, since we can detect areas for Nepal Email List improvement and obtain many ideas to launch new products and services.
They help us retain current customers, as their responses will help us better adapt to their needs. In addition, simply asking their opinion makes them feel valued and can improve their perception of the brand.They help to attract potential customers , since we can better adjust our offer of products and services to the real needs of the market. With the right questions, the customer satisfaction survey can help you get ideas for new products with a high probability of success.
They allow us to accurately measure customer satisfaction with different elements of the company and see how it evolves over time, in addition to knowing how well the customer satisfaction improvement initiatives that we launch are working.They help differentiate our brand from the competition. If other brands similar to ours are not taking the time to do satisfaction surveys and measure the results, we will have an advantage, since we will know customers better and we can create better brand experiences.
question (or rather series of questions) is very important for the marketing department, as it will then be able to compare the users who have responded to the survey with the brand’s target audience and see if the profile matches or if we are reaching a different audience.
The specific to ask will depend on the brand, but the basics are age, location, and gender.2) How satisfied are you with the product or service?This question is essential to know if we are creating a satisfactory brand experience or if, on the contrary, we need to make urgent improvements to our products or services . It also helps us to establish periodic controls over time and see if we are managing to improve.3) Matrix type question about different aspects of the product The matrix questions include multiple rows and columns so that the user can evaluate different aspects of the product. For example, “From 1 to 10, please indicate how satisfied you are with: product appearance, delivery time, price, after-sales service, size …”.Although these questions can be a bit more complicated to configure and fill in, they are highly recommended so that we can more precisely identify what are the strengths of the brand and what aspects to improve.4) From 0 to 10, how likely are you to recommend this product or service to a family member or friend?
This question is actually a way to obtain one of the key customer satisfaction metrics: the Net Promoter Score or NPS .The Net Promoter Score is a score that measures the loyalty of a company’s customers based on the probability of recommendation. Based on the response obtained, we classify users into three categories: From 0 to 6 points: detractors.From 7 to 8 points: passive or indifferent.From 9 to 10 points: promoters.To calculate the NPS, we convert the number of promoters and detractors into percentages and subtract the percentage of detractors from that of promoters. The result can range from -100 (all clients are detractors) to 100 (all clients are promoters). Typically a result greater than 0 is considered good and one greater than 50 is excellent.5) What would you improve the product if you could?This question is very important to detect possible problems that have not occurred to us, or simply aspects that do not work well “in real life” and that we had not noticed in the design phase.
Taking these suggestions for improvement into account will help us better respond to customer needs and will also make them feel heard and valued.6) How did you get to know our brand?Another essential question for the marketing department, as it can help us measure which channels are bringing us customers . Among the possible response options we can include our own website, social networks, online advertising or recommendations from family and friends. The idea is to see how the number of real customers acquired corresponds to the budget allocated to each channel.