Satisfied customers are happy customers. If they feel taken care of by the company and see that the relationship with the brand goes far beyond the transaction process, they will be willing to stay with it for years. But that is only one side of the coin. The second is less optimistic.
Dissatisfied customers will not only walk away but will also be happy to share a negative opinion about the product, brand, or customer service with others. What to do to find out if our customers are satisfied? You have to ask them about it. Regular customer satisfaction surveys can provide valuable feedback on the product.
Measure Customer Satisfaction with an Online Survey
One of the most popular and simple methods of measuring customer satisfaction is the CSAT, i.e., the Customer Satisfaction Score. In this approach, we ask one key question to examine the level of customer satisfaction with the purchase, product use, or service quality. Then, we analyse the results obtained from a wider group of respondents over time.
Csat Survey – Template Example, the Question We Ask Clients
The principal question in the CSAT method can take the following form: How do you rate your satisfaction with the car you purchased from us? Respondents give one of five responses ranging from very dissatisfied to very satisfied.
To deepen the feedback collected, people who gave lower marks can ask about the reasons for dissatisfaction and find out what we can do to improve their eyes. In turn, brand promoters, in addition to thanking them, can ask for details of an excellent evaluation to strengthen what we do best.