Customer satisfaction survey

What is a customer satisfaction survey?

Surveys are filled out by customers after their experience with the support staff. Also known as customer satisfaction surveys. These surveys question the customer about how they were treated by customer representatives. They can come in the form of a chat survey, email survey, and many others.

Not all customers fill out the survey, as some people see it as a waste of time and not worth it, so they skip filling it. Yet, it is valuable information for the company that can be analyzed using customer satisfaction survey software.

All agents try their best to make sure that the customer has a good experience. Sometimes, the customer is so frustrated with the product that he/she may fill in the survey form incorrectly. This is due to the misinterpretation of the customer.

What should a customer satisfaction survey include?

Before you start creating your survey, it is important to determine:

• The tool you’re going to use
• Who are you trying to target with the survey (could be a specific segment of your customers)
• Targets your company will use to evaluate the success of the survey

How to determine targets for the customer satisfaction survey?

Choosing SMART targets before you create your satisfaction survey is crucial.

When you are brainstorming possible targets, make sure they are:

• S – specific
• M – measurable 
• A – achievable 
• R – relevant
• T – time-bound

After that, you can start creating questions suitable for your brand. 

Types of questions:

• Open
• Closed
• Multiple choice
• Rating type of questions
• Scale questions

It is important to carefully evaluate which ones are suitable for your targets. In order, to have a useful survey, you need to make the respondents’ experience easy. Thus, use multiple choice or closed questions to have accurate answers. If unsure give the option for the open answer. But do not overdo it unless you want to lose respondents.

Finally, create your customer satisfaction survey with this simple structure:

1. The first part should be about the respondent’s/customers’ usage of your product or service.

2. The next part should be all about the customer. Determine the important demographics of the customer such as age, location. This helps you determine your target audience too.

3. Use Rating type of questions or Scale questions.

4. Give the respondent an option to express their opinions with open questions.

5. Towards the end, summarize the survey and let the respondent know what will happen with their answers.

How can customer service software help your customer service satisfaction ratings?

LiveAgent is customer service software, which was created to make your customer representatives work effectively and efficiently. It also offers an integration called Nicereply. Through this integration, you’re able to effectively collect customers’ feedback.

Read more about LiveAgent Feedback Integrations here.

Benefits of using LiveAgent – to increase customer satisfaction:

• Improved response time
• Live Chat – address your customer’s issues immediately
• Increased productivity in your departments
• CRM system 
• Email, Social Media, Calls and Chat inquiries from one interface

Watch a video about the customer satisfaction survey

Customer satisfaction surveys and LiveAgent Help Desk Software are powerful tools that businesses can use to measure customer satisfaction. Customer satisfaction surveys allow businesses to obtain valuable feedback that can help them improve their products and services. LiveAgent is a help desk software that provides businesses with proactive customer service and problem resolution. LiveAgent’s automated ticketing system helps ensure customers receive timely responses to their inquiries. The combination of Customer satisfaction surveys and LiveAgent Help Desk Software creates a comprehensive customer service solution which enables businesses to provide exceptional customer support and drive customer loyalty.

How to Use a Customer Satisfaction Survey to Your Advantage | Shep Hyken: Customer Service & CX Expert04:32

Shep Hyken: Customer Service & CX ExpertMay 19, 2016

Topics

• importance of customer satisfaction surveys
• asking the right questions on surveys
• using survey feedback to improve and customize the customer experience

Video summary

In this video, customer service and experience expert Shep Hyken discusses the importance of customer satisfaction surveys. He emphasizes the need to ask the right questions on surveys and use the information gathered to improve the organization. Hyken also suggests using open-ended questions, such as the 'one thing' question, to gather personalized feedback from individual customers. He shares a story of how a hotel manager used survey feedback to customize a guest's experience and create loyalty. Hyken concludes by reminding viewers to always strive to be amazing in their customer service efforts.

Expert’s note

Customer satisfaction surveys are a crucial tool for businesses to assess and improve customer experience. By asking targeted questions, companies can gain valuable feedback on their products, services and support staff.

Andrej Saxon Sales manager

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