You got your product delivered just 10 minutes before and now you’ve received an NPS survey asking about your likelihood to recommend the product.
And you’ve not even opened the product yet so, how can you even think of recommending it, right?
Also, instead of asking about your satisfaction level with the delivery of the product, they are asking about the recommendation.
Isn’t it weird?
We’re sure you don’t want this to happen with your customers.
Because this is the moment when you can lose them.
That’s why it’s crucial to launch the right types of customer satisfaction surveys at the right time.
So, what to do in such a scenario?
Launch a CSAT survey asking, ‘On a scale from 1-5, how satisfied are you with your delivery experience?’ Asking this question helps you gauge their delivery experience, which in turn helps you improve it and enhance their experience with the brand.
But that’s one case. How to choose the right kind of customer satisfaction survey at different touchpoints?
Let’s get into it!
Types of Customer Satisfaction Surveys
Here are the 5 types of customer satisfaction surveys that you can use at different touchpoints across the entire customer journey.
1. Net Promoter Score (NPS) Surveys
Net Promoter Score (NPS) surveys are the widely used survey to gauge customer loyalty on an 11-point scale. The respondents of the NPS scale are divided into three categories, Promoters (9-10), Passives (7-8), and Detractors (0-6).
Why NPS Surveys?
NPS surveys measure your customers’ likelihood of recommending your product and services to their friends or colleagues. This can lead to spreading good word of mouth – branding your business, and increasing customer loyalty, satisfaction, and overall experience.
2. Customer Satisfaction (CSAT) Surveys
CSAT surveys aim to gauge customers’ satisfaction based on their experience with your products and services. This survey can be asked on a 1-5 or a 1-7 point scale ranging from least satisfied to highly satisfied.
Why CSAT Surveys?
With CSAT surveys, you can get insights into customer satisfaction levels, helping them identify areas of pain points and improvements. This will help you to make informed decisions, enhance customer experiences, and build strong relationships with your customer base.
3. Customer Effort Score (CES) Surveys
With Customer Effort Score (CES) surveys, you can measure how much effort your customers are putting into using your product or service to achieve their desired outcomes.
Why Customer Effort Score Surveys?
CES surveys highlight pain-point areas where your customers find obstacles in their interactions. By resolving those areas you can reduce their efforts leading to enhancing their experience, increasing satisfaction, and ultimately improving customer loyalty and retention.
4. Product-Market Fit
Product-Market Fit (PMF) describes the alignment between your product or service and your targeted market. It determines the success and viability of your product in the market.
Why Product-Market Fit Surveys?
If your product achieves a strong PMF, it means it resonates with the target market, meets its expectations, and addresses its pain points effectively. This alignment leads to increased customer acquisition, satisfaction, and loyalty, ultimately driving business growth and profitability.
So, strike a chord with your customers to gauge the level of alignment between your products and the market’s demands.
5. Post-interaction Support Surveys
Would you like to analyze the efficiency of the customer support team?
This is where post-interaction support surveys come in. These surveys are asked from customers after a support call to gather feedback on the quality and experience. It also focuses on the customer’s experience with the company’s frontline representatives, support teams, or specific service delivery.
Why Post-interaction Support Surveys?
Conducting this survey will enable you to assess the effectiveness of your customer service. By collecting feedback on individual interactions, you can identify what went wrong and what should you continue doing good, recognize exceptional performance, and improve the overall customer experience.
This was all about the different types of customer satisfaction surveys that you can launch at different touchpoints in your entire customer journey.
But do you know there are different types of scales used to launch customer satisfaction surveys?
Questions to Ask in a CSAT Survey
Now that you’re here, let’s quickly look at the uses of different types of scales with examples to understand them better.
1. Binary Scale
A binary scale is one of the easiest scales that offers only two options to respondents i.e., either ‘yes’ or ‘no’, ‘true’ or ‘false’, etc. It is a straightforward and simple survey scale that allows respondents to provide a direct and concise answer.
- Did you find the product helpful?
- Did our claims department process your claim promptly?
2. Rating Scale
A rating scale is another type of survey question that asks respondents to rate their feedback or experience on a predefined scale. The 1-5 point scale ranges from low to high or from disagree to agree, offering multiple response options that allow for a more nuanced answer.
- On a scale of 1 to 5, how satisfied are you with our customer service?
- How would you rate the call quality of our telecom services on a scale of 1 to 5?
3. Likert Scale
The Likert scale is a popular survey question that ranges from 1-5 or 1-7 point scale from lower to higher. It measures the customer sentiment on whether they ‘strongly agree’ or ‘strongly disagree’ with the given question.
- On a scale of 1-5, rate your experience on how satisfied you are with the website navigation.
- How convenient was it for you to use our website on a 5-point scale?
4. Open-Ended Scale
An open-ended question is a must in all surveys because it gives customers a free space to give detailed feedback or suggestions about their experiences with your business in their own words.
- How can we improve your experience?
- Why did you choose us?
With all these customer satisfaction surveys, you can ace your business and delight your customers.
Do you know how to create a customer satisfaction survey (CSAT)?
Create a Customer Satisfaction Survey with SurveySensum
Here are 4 steps to create your CSAT surveys:
STEP 1: Sign up for free on the SurveySensum website.
STEP 2: To create a survey, choose customer satisfaction survey aka CSAT survey in-built template.
STEP 3: Personalize the in-built template as per your business’ branding and targeted customers and click on the shared survey.
STEP 4: Share surveys on those channels where your customers are present. Most businesses use WhatsApp surveys nowadays because it’s inexpensive and effortless.
After creating and shooting the surveys in only four steps, you can analyze the gathered feedback with the in-house AI bot Text Analytics Software of SurveySensum.
Here, our journey of customer satisfaction surveys comes full circle, so, let’s sum up.
In conclusion, having a comprehensive understanding of the different types of customer satisfaction surveys can empower your business to effectively measure and improve customer satisfaction.
Whether it’s NPS, CES, or CSAT surveys, each type offers valuable insights into customer experiences. By using these surveys strategically, you can identify areas for improvement, close the loop, and drive overall success.
To easily create and deploy these surveys, try SurveySensum, an efficient customer satisfaction software that allows you to effortlessly design and analyze customer satisfaction surveys.