I think it's very important to have a feedback loop, where you're constantly thinking about what you've done and how you could be doing it better - Elon Musk
Customer survey software helps your organization measure customer satisfaction and brand loyalty. A good customer survey platform should help you measure and Track Net Promoter Score, identify problems with business units or processes, and even help with market research on new products; all of which SurveyKing offers.
Our customer survey platform also gives you and capture positive Google reviews, while limiting negative reviews. Positive reviews helps bolster search ranking, and additional food traffic.
Two main things to look at for customer feedback
The Net Promoter Score question is a simple 0-10 rating that measures brand or customer loyalty. The best score is 100 and the worst possible score is -100. The closer the number is to 100, the greater chance you have of customer retention and word of mouth advertising. You can track this number over time or by business unit. Low scores indicate problem areas.
We include the question "What was the main reason for your score?" after the Net Promoter Score, for customers to give additional details. Using AI, our software automatically analyzes this feedback for sentiment - meaning we classify it into positive, neutral, or negative responses. Our reporting tools then will give you the ability to quickly filter by negative comments and fix problem areas.
Our customer experience module will include the Net Promoter Score, a follow-up question, and a google review option, which only shows if customers marked a 9 or 10 on for the Net Promoter Score. The module can be created with one click.
Our survey software enables you to send emails, create survey links, include a QR code in paper receipt, or send text messages. If your organization is large, we can help you setup an automated solution. For example, anytime a customer pays, we send them a text message 30 minutes after that process.
Even a survey link on an order conformation page or inside an email is beneficial. Meta data, such as store location, can be added to survey links to help segment and filter results.
The customer satisfaction module includes a section where you can upload employee and manger emails and names. This enables your organization to automatically give access of results to specific people. Employees can track feedback specific to them, mangers can see feedback for a whole store or region.
Once you run your first customer satisfaction survey, our software gives you the ability to view your scores over time. Spot months that were lower than average, higher than average, and even compare your organization to other organizations.
Filter and sort open ended feedback to see what is driving your score. Share results with other mangers, take action, and see your scores improve.
Employees, store managers, and regional mangers all get their own access with our customer experience module. Everyone in your organization will have the ability to see real time feedback, and improve.