Customer Satisfaction Survey

High levels of customer satisfaction (with positive experiences) are strong predictors of customer retention, customer loyalty, and product repurchase. Good experiences can also drive new business – there’s a good reason word-of-mouth is often called the most powerful form of marketing.

The reverse is true too. Negative experiences will result in poor customer relationships and active detractors of your business.

A good CX program is centered around creating positive, memorable customer experiences as you deliver your product or service, so it’s crucial to have an ear open to customer feedback at all times. That way you can maintain consistently high standards and address any issues before they develop into serious problems.

Collecting first-hand feedback from your customers is the best way to make real, data-driven decisions. It also makes your customers feel heard and valued, which has a positive effect on their loyalty to your brand.

The hard part is knowing how to write your customer satisfaction survey questions. Depending on what customer metrics you intend to use, it will determine what type of survey questions you need to ask your customers. That’s where this template can help.

Companies can:

1. Gauge how well they are meeting customer expectations.
2. Identify pain points of short-falls in customer service, fast.
3. Run a long-term program to assess how customer satisfaction changes over time.
4. Let customers know their experience is valued and their voice is being heard.