All customers would like to have positive interactions with the brands they choose, but usually they express their negative experiences much more. This is why the assessment and customer satisfaction are important.
What is an online customer satisfaction survey?
Un customer satisfaction survey is carried out on behalf of the company in order to know the customer's opinion. The survey can be conducted in written or digital form. Satisfaction surveys are sent to the client and the latter must complete them. Most of the time, the response to the satisfaction survey is sent in digital format.
Online, the customer must complete the questionnaire and give the reasons for his dissatisfaction/satisfaction. He can send the answer by e-mail or by direct message on a website. Satisfaction surveys are an opportunity to maintain a record for future reference. They can also be used to learn about product, services and market exposure. So it is important to know the customer feedback for future reference and for the business.
Conduct an online satisfaction survey
If you are not aware of customer feedback, you cannot work to satisfy him. The customer can give a series of reasons for dissatisfaction. Even if you offer the right solution, if the customer is not satisfied, you cannot achieve the desired result. For example, if you make a recommendation to improve a machine and the customer complains about the cost of replacing it, you cannot supply the replacement; instead, you face the dilemma of not solving the problem and satisfying the customer.
When the customer complains about the solution and you offer a solution based on the inquiry, you are able to provide your customer with the best service. The online satisfaction survey serves as a channel for feedback. So, if you collect the results of a satisfaction survey, you can use it for future reference and share feedback with your employees.
What are the benefits of an online customer satisfaction survey?
When le level of customer satisfaction is high, it means that customers have excellent experiences with the brand in question. It is therefore an extremely important indicator and it allows a company to know the desires of its customers, but not only, it also allows it to know and have an idea of the public opinion that we have on her. In general, feedback is used to understand why a consumer liked an experience. This means that the company is then encouraged to repeat the actions that made this situation perfect for a customer.
It is on this basis that the marketing strategy will rely to target the identification of plans, as well as points that help to consumer satisfaction. Finally, the loyalty strategy of existing customers and the conquest of other customers is then developed.
There are several indicators of customer satisfaction. These allow the evaluation of the experience of a particular situation and each type of investigation will obtain very specific and precise information that a company seeks to determine. This is why it is necessary to understand that the indicators are different from one survey to another. The customer satisfaction indicators the best known are:
- the net promoter score;
- the consume effort score;
- the customer satisfaction score.
Customer satisfaction surveys have the same requirements as a questionnaire. However, these should not be long lasting or a routine and simple task for the client. The importance of customer satisfaction surveys must be defined for each project, company and client so that they have the ability to deliver the desired results in an accurate manner.
The satisfaction surveys of online customers are very effective and they make it easier to access a large number of opinions. For a customer to be as comfortable as possible, the service system around them must work exactly as they expect them to, or at least be very close to it. Without this satisfaction feedback, customers might feel like they're getting the benefits of an intelligent system, but not really being kept up to date with real-time data that really matches their own needs. As if their opinions don't matter and it's to be avoided at all costs!
