Customer Satisfaction Surveys & You
Up to 64% of today’s consumers believe great service is more important than price when deciding to make a purchase. As of 2018, 93% of customers are more likely to make repeat purchases from a company with excellent support reps. What’s more, selling to new customers is actually between 5 and 25 times more expensive than keeping your current customers happy.
The evidence is clear: customer service really does matter.
But while the data that proves just how important proper client support is to the success of your business may be just a Google search away, the only way you’ll ever be able to measure the success of your customer service program itself is to go directly to the source.
That’s right, it’s time to talk customer satisfaction surveys.
Let’s dig in:
The best – and often only – way to gauge the efficacy of your business’s customer service program is to ask your customers themselves. No ifs, ands, or buts about it.
Customer satisfaction surveys give your current consumers the chance to give crucial feedback about your team, your products and services, and, by extension, your business itself. The insights gleaned from this information could be vital not only to your customer retention but also to how you market to new customers in the future.
Building a Better Survey
The best customer satisfaction surveys go above and beyond asking for an opinion. Instead, they are built to measure customer success, or, how well your business’s service team helped your customers reach their desired outcome.
Key questions asked in a quality customer satisfaction survey include:
- What was the issue?
- Was the issue resolved? How?
- How much time did it take to resolve the issue?
- How would you rate the resolution process?
- How satisfied would you say you are overall with your experience?
- Do you have any additional comments?
Additional features for a successful customer satisfaction survey include the option to review your answers, the ability to follow up with a representative or to submit another issue to the service team. Deskware comes equipped with automated surveys tailored with customer data, taking out the guesswork of measuring the results of your service program.
You’ll Never Know If You Don’t Ask
Customer satisfaction surveys can help develop durable relationships between your business and your consumer base, but putting surveys to use is just the first step of many to keeping your clients well cared for.
Deskware is a combination of manual and automated processes developed to support your business. Deskware’s customizable, cloud-based software gives your agents 24/7/365 access to customer tickets, performance trackers, and more to ensure your team is effective as possible. To learn more, visit us online or check out our app today!