When it comes to customer experience, you need to make sure that your customers are satisfied. If they are not, it might affect your business in the worst way. So, how do you measure customer satisfaction? There are several ways to do so and it includes not only customer satisfaction surveys, but also actionable steps. In case you are wondering, here are the steps to measure customer satisfaction.
Outline Your Plan
If you want your team to act for customer happiness, you should have a clear plan or outline of the same. By knowing why you want to measure and increase your customer satisfaction, you will inspire others to work with you, united in this common purpose.
Customer Satisfaction Survey
Customer satisfaction surveys will provide you with two benefits. The first is increased customer engagement, and second is that you get implementable feedback on your staff, which can act as key point indicators.
As for gauging customer experience using customer satisfaction surveys, you can choose one of the following:
- Customer Satisfaction Score (CSAT) – Asking customers to mention their satisfaction level on a linear scale.
- Customer Effort Score (CES) – Asking customers for their experience, as in how easy it was for them.
- Net Promoter Score (NPS) – Asking customers how likely they would refer your service to others.
When & Where to Send
Yes, you might send a link to all your consumers to gauge the level of consumer satisfaction, but there’s a time and place for that. Not always would your consumers be ready to fill up a survey. They might even feel irritated if you send out random reminders for them. So, you should place it strategically.
Let’s say you have just provided a service and you want to gauge how good or bad it was. With Xeno, you can gauge the response of your customers directly from the chatbox. You can choose to go for a yes-no question, star rating or even ask for text-based answers. All your customers have to do is fill in the details at the end of a conversation and you can assess your customer service immediately.
Social Media Pages
In this age of technology, one of the best ways to boost customer engagement is through social media pages. That way, your customers are likely to provide feedback on your social media profiles, either praising your service or cursing it.
By unifying your social media communication with a tool like Xeno, you can measure your customer satisfaction in real time and engage with your audience more easily.
Let the stars fall out from the sky!
At the end of the day, gauging consumer satisfaction is a continuous process. It might seem that it is tedious, but if you nail it down and have a clear course of action, you’ll find that it is quite easy. By utilizing a customer success tool like Xeno, you can easily measure your customer satisfaction and act accordingly―thus, your customer happiness will skyrocket!