how to create CSAT surveys


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How to Create Customer Satisfaction Surveys

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Chapter 1

5 Top Benefits of Customer Satisfaction Surveys

Running a successful business requires more than just a great product – it also means that you need to please your customers and ensure their satisfaction.

However, knowing whether or not you are delivering service that meets their expectations can be challenging if you don’t reach out to them. Many businesses assume they know what their customers want, when those assumptions can be very different from their customer’s experiences. That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys.

Your customers’ take on the quality of your products and the service you provide can go a long way in helping you improve, and can also help you grow your business through positive word of mouth.

Here are some of the top reasons why this feedback is essential to your business.

1. Helps you gauge customer satisfaction

The first thing you will know from the feedback you get from your customers is the level of their satisfaction. It is crucial to note that satisfaction and loyalty go hand in hand, and the latter will come only if the former is ensured!

But that will hopefully not be the only benefit you will realize. As you continue focusing on addressing issues raised and building improved satisfaction and loyalty, you can expect to reap the rewards in increased sales and market reputation! The best way to gauge satisfaction would be to use rating-based questions (NPS model) in your surveys and ensure that the information is as unbiased as possible.

2. Helps you improve on service provision and quality of products

While you may think that you have done enough during your service rollout and delivery process in terms of ensuring your customers have easy access to you, the service and products you provide, your customers can help you pinpoint where you are not meeting their expectations.

Also, you can use the customer feedback to find out how a new product or brand is perceived in the market. With this information, you will know what you have to do to improve the product or service delivery to serve your clients better with a focus satisfaction.

3. Helps you retain customers

The fact that you are seeking feedback from your customers is a clear indication that you value their opinion, a gesture they won’t fail to recognize. The engagement of your customers in decision making can go a long way in assuring them that they are valued, especially if you make the necessary changes.

The effect of such a move would be to retain customers and improve your reputation in the market. They are also likely to recommend your services and products to their friends and family.

4. Helps you drive sales

If you’re requesting feedback publicly, for example through a review site, the reviews left by other customers can play a big part in attracting new customers. Reviews from third parties are often trusted more than claims made by the business themselves, so a good bank of public customer feedback can help to drive sales and service uptake by new customers.

5. Helps you improve your customers' experience

The focus of many businesses is to ensure that their customers have the best experience possible using their products or services. As such, getting feedback from them can help you know what you need to do differently to ensure that they have the best experience. This is a very efficient way of creating a loyal clientele on which you can count as a reliable market.

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