What is Customer Satisfaction Survey (CSS)?
Customer satisfaction surveys are a highly effective method of gaining feedback from your customers and play a vital role in measuring, managing and improving customer loyalty.
Customer satisfaction surveys utilize a variety of methods which include: Online, IVR, SMS Text and Paper based.
Through customer satisfaction surveys you can:
Product performance:- Your local spa might survey clients who haven't used their massage services for months to identify what went wrong, and what staff can do to win clients back. A customer feedback survey can also be a good tool to measure employee performance and how each person's role is tied to client satisfaction.
Product feedback:- A camping goods company launching a new product line might create an online survey to send to customers who've just made a purchase. Did that new and revolutionary tent fabric weather the elements? The results could reveal valuable insights on how to improve product features or address design flaws.
New product development:- A food company might send out a customer satisfaction survey to create or launch new formulations and leverage new opportunities. Should they look into launching healthy stuff? Does that mean herbal or low calorie? Survey data can reveal what customers are likely to guzzle down (or not).
Customer loyalty:- Surveys can help you discover your most loyal customers and influencers. Brand champions, power users, brand loyalists, brand heroes. No matter what you call them, they're your answer to knowing exactly what you're doing right, what to keep doing, and what to start doing. Showing customers that you're listening goes a long way.
Keeping in touch:- Customer satisfaction surveys are a great tool to drive regular communication between you and your customers. Ask them how they're doing, what suggestions they might have, and consider offering loyal customers swag or rewards for answering your surveys.
Market research:- Want to grow a new service area? Get to know potential target markets by first sending out a survey to find out more about demographics, such as age, gender, income, hobbies, etc.
Now that you've got all of this great actionable data, you need to make sure feedback is implemented. Use customer feedback surveys to reach back out to customers and measure your progress over regular periods of time. Leverage what you've learned from this valuable data to rake in revenue and improve customer and employee satisfaction and loyalty.
Management reporting:- Customer satisfaction survey data can also help managers identify key drivers and metrics they should track across departments and roles.
Bassant Mahanto,
The Philippines Recruitment Company - Solving Skills Shortages ?? Chefs ?? Restaurant Managers ?? Kitchen Operations ?? Banquet Operations ?? Front Office ?? Housekeeping
6 年What an interesting take on customer satisfaction survey, I appreciate the perspective Bassant.