If you do build a great experience, customers tell each other about that. Word of mouth is very important- Jeff Bezos
Best Practices: Customer satisfaction surveys should include a Net Promoter Score question to establish benchmarks. Advanced question types like MaxDiff help identify the biggest needs of your customers. Text message or email invitations should be simple with a call to action and incentive to help boost response rates.
Net Promoter Score is the most important concept in customer satisfaction.
The Net Promoter Score question was developed by Bain & company in 2003. Instead of asking if your customers are satisfied, you're asking if they're promoters of your company. You're trying to determine if your customers will speak up and recommend your brand. This is vital if you wish to expand your business, as positive recommendations promote growth.
This question asks "How likely is it that you would recommend this company to a friend or colleague?" with options from 0 to 10. When scored this question gives you one number from -100 to 100 to determine brand loyalty. That number can be tracked internally over time and even compared to other business in your industry.
When trying to measure customer satisfaction, there are a few different survey types that can be used. Each type can help collect different data points, helping your organization paint the full picture of customer satisfaction.
A customer effort score is as simple as asking the question "How easy was it to ___". The customer effort and Net Promoter Score should be staples in your organization.
This survey type measures the amount of effort to use your product or solve a problem. The higher the score, the more likely your customers are to make another purchase. HBR did a study on this with over 75,000 participants, and found tag 94% of customers who repot a low effort score expressed an intention to repurchase, and 88% said they would increase their spending.
Note: HBR's study asked the question "How Difficult was it to ___" instead of "How easy was it to__". Because of this, they referred to a lower score as better. We recommend asking "How easy", as this has a positive connotation, and is now standard in the industry.
An email survey is the best way to collect responses for customer effort score. For new users, you can send them a survey one or two weeks after an initial sign up. This data can help you identify to increase retention rates and improve your user experience.
This could also be referred to as a point-of-conversion survey. This type of survey is triggered after an event like a purchase or a sign up. Data captured from this survey type can help identify problem areas, help with proper product pricing, new product offerings, and ultimately help drive revenue growth.
For online purchases we recommend sending an email survey 24-48 hours after a product is delivered. For customer support tickets we recommend sending an email survey, waiting at least 20 minutes after the ticket is completed. This wait time help the customer determine if the product met their needs or if problem was actually revolved.
A survey link can also be included inside of an email recipient as a simple method to collect data. Brick and mortar businesses can also add a QR code survey to paper receipts or product packaging.
Transactional surveys don't need to be sent out after every purchase or interaction. You don't want to be known as the company who bombards people with survey requests. Use a sample. Maybe every fifth customer or transaction.
Usually these types of surveys are sent out once a year. These types of surveys are not tied back to a specific transactions, but sent periodically.
The goal of a relationship survey is to measure and track how loyal your customers are to the brand. This survey should revolve around the Net Promoter Score. If you see a trend of lower scores it could mean customers aren’t finding the products they need, prices are too high, or are choosing competitors for various reasons.
It's important to send relationship surveys to customers who have not made a recent purchase, such as six months before the survey date. This will help you capture value feedback on why customers have stopped doing business. Exclude any customers that have been sent a transactional survey in the past three months; doing this reduces survey fatigue.
Many organizations aren’t aware of survey features that could help them collect better data! This would go beyond customer satisfaction and help drive revenue.
Custom survey should be included with your surveys to reduce the survey length. (shorter surveys mean more responses, better data). Customer region or store location are examples of custom data.
This information is included with the results to help spot hidden trends. For example you might notice customers buying from a certain region are dissatisfied.
Incentives like coupons will help boost response rates while helping to increase repeat business.
According to Jon Taffer, "with each visit, the chances of your guests returning keep going up. The third time they come, the statistical likelihood of a fourth visit is over 70%.".
The Net Promoter Score module makes analysis easy. You can track scores over time, segment by store location or product type, and even compare against industry standards benchmarks. The module includes sentiment analysis for open ended comments. If someone types a response that has a negative connotation, then it is labeled "negative" automatically. You can then filter by this tag and fix problem areas.