Your CX team needs to improve customer satisfaction. Which survey tools can help you achieve that?

In addition to survey types like NPS, CSAT, and CES, leveraging tools such as Voice of Customer (VoC) platforms can significantly enhance your ability to understand customer satisfaction. VoC tools aggregate feedback from various channels, including surveys, social media, and customer interactions, providing a holistic view of customer sentiment. By employing VoC solutions, businesses can capture unstructured feedback, identify emerging trends, and gain deeper insights into the customer experience, enabling more informed decision-making for continuous improvement.

Tudo depende do momento em que deseja medir a satisfação do cliente. Se for algo transacional, o CSAT funciona muito bem para saber a satisfação do cliente para com o atendimento/serviço prestado. O NPS pode ser usado de forma transacional ou relacional, tudo vai de acordo com a estratégia da empresa. E o CES ajuda a medir o esforço. Acredito que as 3 métricas são complementares e usadas de forma correto e no momento adequado contribuem com a satisfação do cliente de maneira geral nas empresas.

In my experience, leveraging different survey types has been instrumental in improving customer satisfaction. We implemented Net Promoter Score (NPS) to gauge loyalty, allowing customers to rate their likelihood of recommending our company. For a more detailed understanding, Customer Satisfaction Score (CSAT) proved valuable, enabling customers to rate satisfaction levels on a finer scale. Additionally, employing Customer Effort Score (CES) helped us measure the ease or difficulty customers faced in achieving their goals. These survey types provided actionable insights, guiding our strategies to enhance the overall customer experience and satisfaction.

The questions you ask *need* to relate to the outcome you're trying to achieve, rather than being a metric for metrics sake. I don't believe 'improving customer satisfaction' is ever the real goal. There is *always* a reason why customer satisfaction should be increased: increased retention, improved up/cross-sell, minimise contact and so on... Make sure the metric aligns to the ultimate goal - want to make it easier for customers to renew? Ask an ease question.

What really matters is what type of information we're trying to get. This will define the type of survey and the language used. It is proven that better segmentation will also yield better insights, as different demographics respond better to different types of survey design.

You'll have to choose the survey type depending on the nature of your business goal. CSAT surveys are straightforward asking customers to rate their satisfaction with a service or product. NPS surveys go a step further, gauging the likelihood of customers recommending your brand to others which is a strong indicator of customer loyalty. Another insightful survey type is the CES which measures the ease with which customers can get their issues resolved or tasks completed. This is particularly useful in identifying process bottlenecks. Utilizing a mix of these surveys at different touchpoints can provide a comprehensive view of the customer journey and satisfaction levels.

At BackChat, we've learned that the most valuable insights often come from direct customer feedback found on platforms such as Google Reviews and Trust Pilot, rather than traditional surveys. Surveys can prompt customers to focus on specific experiences or issues they might not have considered significant, leading to potentially exaggerated or skewed feedback. In contrast, when customers take the initiative to leave feedback on their own accord, it indicates that their experiences were impactful enough to share. This type of feedback is inherently more authentic, making it incredibly valuable. It captures the reality, both good and bad, in an unfiltered manner, highlighting what truly matters to your customers

To enhance customer satisfaction, leveraging effective survey tools is crucial. Platforms like SurveyMonkey, Qualtrics, or even custom-built surveys integrated into your CRM system can provide actionable insights. In my experience, combining quantitative metrics with qualitative feedback through NPS (Net Promoter Score) surveys and open-ended questions offered a holistic view. These tools not only measure satisfaction but also identify specific pain points and opportunities for improvement. Regularly analyzing and acting upon the gathered data allows for a dynamic and customer-focused approach, fostering continuous enhancement in the overall customer experience. #CustomerExperience #SurveyTools #ContinuousImprovement

Antes de iniciar esforços em novas pesquisas, é imprescindível explorar internamente os dados já existentes de comportamento de compra, reclame aqui e atendimento, por exemplo. Geralmente aqui já se temos pistas do que (e se) precisamos aprofundar em uma nova pesquisa.

NPS is the industry standard, but it gives you an assumption - what someone might potentially do. This approach is flawed in research since people often say one thing and do another. What works better is asking about real past actions, like how many times you've talked about our product in the last [1 / 3 / 6] months. That way, you can see real behavior.

In my role, survey channels played a crucial role in understanding customer satisfaction. We opted for email surveys for their high response rate, ensuring careful timing to avoid spam perception. Web surveys strategically placed in the customer journey provided valuable insights, emphasizing relevance and simplicity. SMS surveys targeted a mobile-friendly audience with short questions, prioritizing consent to avoid intrusion or spam. Our approach sought a balance between engagement and respecting the customer's experience.

To further enrich this perspective, incorporating Voice of Customer (VoC) benefits could enhance the narrative. VoC platforms allow for the aggregation of feedback from various channels, providing a holistic understanding of customer sentiment. By integrating VoC insights, businesses can capture unstructured feedback, identify emerging trends, and gain deeper insights into the customer experience. This additional layer of feedback complements the survey data, offering a more comprehensive view for informed decision-making and continuous improvement in customer satisfaction.

Eu adoro pesquisa de satisfação ácidas pois trazem de fato a realidade da experiência do cliente. Em 2017 implementei o NPS e até hoje é uma métrica que traduz o sentimento do cliente de forma real e nos ajuda a compreender os motivos e com isso focar em: RESOLVER A DOR IMEDIATA DO CLIENTE; SOLUCIONAR O PROBLEMA NA CAUSA RAIZ E GERAR MELHORIA CONTÍNUA DOS PROCESSOS E JORNADAS. Usamos a ferramenta da TRACK para automatizar as pesquisas de NPS.

Choosing the right channels for survey distribution is crucial to maximizing response rates and gathering quality feedback. EMail surveys are highly effective due to their direct nature and the ability to reach customers post-interaction. They allow for more detailed feedback and higher engagement. In-app or in-site surveys are excellent for capturing real-time feedback when the experience is fresh in the customer's mind, making it highly relevant and actionable. For a broader reach, social media surveys can tap into wider audience providing diverse insights and fostering community engagement. Each channel serves a unique purpose and audience, so a balanced approach often yields best results.

To optimise survey outreach, prioritise channels where the brand is highly visible and frequently accessed by customers. Additionally, focus on platforms where customer-brand interactions are most prevalent, ensuring a seamless and familiar experience for respondents. This could include leveraging social media channels, email campaigns, and website pop-ups. By strategically choosing channels aligned with brand visibility and customer engagement, the CX team can enhance survey participation.

t's essential to weigh the pros and cons of each channel to ensure effective communication with your audience. Additionally, obtaining consent and providing value are crucial aspects of any survey strategy to maintain a positive relationship with customers. Tailoring surveys to be timely, relevant, and respectful of the audience's preferences can significantly enhance the overall survey experience and yield more meaningful insights.

Além de considerar a taxa de resposta, é essencial alinhar o canal com a experiência do cliente. Personalizar o método de coleta para se integrar à jornada do cliente pode ser transformador. Por exemplo, incorporar pesquisas breves por meio de widgets em seu site ou portal após interações específicas pode ser uma maneira eficaz de capturar feedback instantâneo, aproveitando a familiaridade e conveniência desse ambiente online. A chave está em encontrar o equilíbrio certo entre a frequência, relevância e a experiência do usuário, garantindo que cada canal escolhido seja uma extensão natural da interação do cliente com sua marca.

Todo depende de la capacidad de cierre de ciclo con que cuenta la organización y en mi experiencia el canal debe ser consistente con la gestión de esta información, no siempre las encuestas en caliente son la respuesta porque generan grandes expectativas que algo va a pasar y cuando no sucede logramos el efecto contrario al deseado. Así mismo dependerá de la calidad de los datos de contacto y autorización de tratamiento de datos con los que cuente, en muchos casos la disponibilidad de datos viables es poca y esto imposibilita la efectividad de algunos canales.

To improve customer satisfaction/experience, I will suggest we imbibe the traditional means of calling to get customers or clients feedback. That is better than the technological means of getting customer satisfaction.... A simply conversation would help to boost productivity for any organization that wants to really foster growth and development in the long-term. We should not be so technological driven that we forsake the traditional method of calling customers. It makes them feel valuable, and once your customers get the value desired, be rest assured that you get free advertising of Word of mouth affirmations.

Phone interviews are a method to gather the most rich data and are definitely worth the investment, especially for the B2B segment. By phone, it is possible to capture not only the score but also valuable comments that explain the score. A good practice is to send an email before the phone call, so respondents can think about their answers in advance.

Check out QuestionPro in this space we offer the full suite from simple survey platform to full blown CX platform with integrated journey mapping, feedback collection and action tracking. If you want to know more message me!

Top 4 things to consider when selecting a survey tool: 1) AI = Generating insights from large volumes of data can be daunting. Look for tools that embed AI to help process, analyze, and generate insights from customers' feedback 2) Profiles = Different parts of the organization require access to specific data and reports. The survey tool should allow for the customization of user profiles 3) Channels = Make sure it supports surveys on channels you wish to collect feedback from, including solicited and unsolicited feedback 4) Scale = VoC programs can become complex based on the number of customer segments and journeys surveyed. Check if the tool will scale to the program's full potential

There are plenty of tools in the market that can help you achieve the goal of collecting your feedback aptly. However, it's upto you to decide which tool is beneficial for the goals you are driving. Each tool has it's strengths, so choosing the right one should be a result of CBA, the depth of customer analysis, customer cohorts and business goals evaluation.

It's time we break free from the NPS/CSAT simplistic way of thinking, especially in B2B, where relationships are anything but static or simple (another dynamic relationship in your life is your personal relationship - how much actionable info would you get from asking your partner "on a scale of 0-10 how happy are you with me?" The outcome tells you NOTHING about what you can do to improve your relationship. For a true understanding of client experiences and needs, it's crucial to adopt tools and methodologies designed with the B2B landscape in mind. It's time for a change – a move towards insights that drive real action, not just numbers that tick boxes and allow management to pat themselves on the back!

In my role as a customer experience manager, the choice of survey tools significantly impacted our efforts to enhance customer satisfaction. SurveyMonkey emerged as a versatile and user-friendly solution, allowing us to tailor surveys to various types and gather valuable insights efficiently. Typeform brought a creative and engaging dimension to our surveys, fostering a more interactive and enjoyable customer feedback experience. For more advanced and comprehensive survey requirements, Qualtrics proved instrumental, providing a robust platform, extensive integrations, and powerful analytics capabilities. This selection process was driven by the need to align tool features with the specific survey types we aimed to employ.

I'll also add that Social Asking is another option worth considering. It goes beyond just surveys with its interactive SaySo engagements that combine open-ended questions, quick polls, and nuanced rating gauges. This creates a more dynamic and conversational experience for participants. The platform also applies AI to generate automated insights from open-ended feedback. So you get the quantifiable data of surveys plus qualitative insights from open-ended engagement. This powerful combination provides a multifaceted view of the customer experience. The easy-to-use interface and branded landing pages make it simple to deploy too. Just another versatile tool to consider when selecting the right solution for different CX needs!

When seeking to enhance customer satisfaction, selecting the right survey tools is pivotal for your CX team. Tools such as Qualtrics & Medallia stand out for their robustness, offering a wide array of customizable survey types, from NPS to CSAT, ensuring precise and actionable insights. These platforms excel not only in data collection but also in analysis, featuring advanced analytics to decipher trends and sentiment, empowering your team to make informed decisions. Additionally, their integration capabilities with CRM systems enable a seamless flow of customer feedback into your broader customer relationship strategies, ensuring that every customer voice is heard and acted upon effectively.

When choosing a survey tool for your CX team, options like SurveyMonkey, Typeform, and Qualtrics cater to diverse needs. SurveyMonkey is known for its versatility, offering customization for NPS, CSAT, and CES surveys, with a user-friendly interface and powerful analytics. Typeform stands out for its creative and engaging design, featuring a sleek interface, drag-and-drop builder, and smart logic. Qualtrics, on the other hand, is an advanced tool with a comprehensive platform, robust integrations, and a deep analytics engine. The choice depends on your specific requirements, preferred user interface, and the depth of analytics and customization needed for your CX strategy.

In choosing survey tools for customer satisfaction, consider each tool's unique strengths. In addition, it is important to align the tool with your CX goals and desired feedback type for optimal results.

When considering survey tools for your CX team, explore a range of options aligned with your preferred survey types and channels. SurveyMonkey stands out as a versatile choice, accommodating various survey types, including CSAT and CES, with a user-friendly interface, template diversity, and robust analytics. For a more creative and engaging approach, Typeform offers a sleek design, drag-and-drop builder, and smart logic features. If seeking an advanced and comprehensive solution, Qualtrics the beloved brand of Linkeidn provides a robust platform and a profound analytics engine. These options cater to diverse needs, ensuring flexibility in designing surveys and extracting valuable insights to enhance your CX strategy.

There are many survey tools available in market, you should listen to the customers at various touch points - through surveys, social media etc but more importantly you need to setup a mechanism to act on the data - Resolve immediate customer issues, turn problems into opportunities, ask for referrals from the happy customers - Look at long term trends on issues, put them into your product roadmap to eliminate them

Yes, there are lots of tools, methodologies etc that come in and out of trend. But there is one that has stood the test of time… Put yourself in the customer’s shoes. If you’re serious about CX, you should be able to identify pain points by simply replicating what your customers are already experiencing by DOING. So make that purchase, use the website, ring the call centre. Note what works, what doesn’t, and then do something about as unlike an actual customer, your job is to fix it and prevent future customers experiencing the same problem. You don’t always need expensive software and endless surveys!

Survey tools cannot help you improve customer satisfaction, but common sense can. Customers are overburdened with survey requests from every company they interact with. And too many companies don't take the time to dig deep into the data to understand the root cause to effectively resolve the issue(s) causing dissatisfaction. To truly improve CSat, go through your processes as a customer would experience them; common sense should make it apparent very quickly where the pain points are and how they should be prioritized.

Your customers are the lifeline of your business. Listening to customers is only the first step; you must also be ready and willing to act on the feedback received.

Improving customer satisfaction is not just about using the right tools. First, you need to understand your customers and their needs before bombarding them with surveys. Surveys are a useful tool for gathering customer feedback, but they are not enough to uncover all aspects of customer experience and satisfaction. Knowing where and when to use surveys is a crucial skill that needs to be learned and applied effectively.

When selecting a VoC platform, make sure it enables you not only to collect and analyze the data, but action on it. Closing the loop inwards and outwards it the most crucial part of VoC programs and improving CX To improve customer experience, you need to take action and overcome paralysis by analysis. Make sure to answer your customer's feedback, resolve their issues and thank for taking time to help you improve.

The most important thing to keep in mind is that surveys won’t make you improve customer satisfaction and them alone give you only a part of the story. If you do not have a pro-active Voice of Customer program in which you can interview customers and really understand their pain points throughout their journey with your organization neither a good set of KPIs to keep track of the business performance in the moments of truth in the journey, you won’t be able to effectively understand the customers’ problems and make improvements that impact positively the customer experience.

Metrics are only an outcome, so do not get too focused on the numbers. Get focused on the insight and the action, and close the loop at all times with customers (internal and external)

In addition to (i) selecting the right survey metric/format, (ii) choosing the appropriate channel, and (iii) right tool, I recommend paying attention to the timing of survey deployment (as soon as possible after the interaction for the freshest feedback). Also, I would like to emphasize the importance of using surveys to understand gaps and enhance the overall experience. With the survey results, leaders should dedicate time to establish a close the loop process. This involves checking into each negative/detractor survey, comprehending the gaps, and formulating plans to address and rectify them. The survey itself can serve as a tool to monitor the evolution of customer experience.