Remote operations
Marc Prempain
15 April 2024
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Unhappy customers are unlikely to be repeat customers. On top of that, better customer service is a serious differentiator for consumers. In fact, up to 96% of those surveyed told Forbes they were willing to switch to a competitor for better customer service. So how can a company ensure it is keeping its customers happy? One solution is customer feedback surveys, which ask the customer to provide feedback about their specific experience. If used correctly, these surveys have several benefits, including:
Customer feedback surveys play a crucial role in measuring quality. Pointed questions help with measuring customer satisfaction and will let you determine your strengths and weaknesses. In the long term, surveys allow you to track improvements or declines in the quality of your product. This insight determines what steps effectively alleviate quality problems and what solutions could be used again in the future. On the one hand, it helps to know that your customers consider your product high quality. On the other, if customers report problems, surveys can help raise the alarm.
When your customer experiences a service failure, customer surveys make your company aware of the problem and present an opportunity to resolve the issue. Customer surveys act as an alarm to flag any problems your customer experiences and guide you towards quickly finding a solution. In the long run, finding and fixing recurring problems will result in increased customer satisfaction.
Feedback surveys are a great way to understand how customers use your product or service and what problems they frequently encounter. Perhaps they were using the product in a way you couldn’t have imagined. Customer feedback enables your design team to fix design flaws and incorporate common uses into the design. In these scenarios, customer feedback is vital to improving the product and making it more convenient to use.
Customer satisfaction surveys like NPS surveys measure not only satisfaction but also customer loyalty. High net promoter scores (NPS) come from customers who recommend your company to a friend or colleague. Since customers with a high NPS are likely to become loyal customers, it is essential to keep tabs on NPS to make sure you’re keeping your customers happy!
Gathering feedback is essential to customer support. When a customer tells you they have had a negative experience with your company’s product or service, it is time to act! Support teams should follow up with the customer as soon as possible and attempt to find a solution. Taking this initiative allows your staff to perform service recovery. This helpful method enables you to turn frowns into smiles. But there is a service recovery paradox. When a service failure is resolved through service recovery, the customer ends up happier with your company than had there never been a problem in the first place.
Customer service is becoming increasingly important. Since the pandemic, many sales have moved online, and customer interactions have migrated to the digital realm. With less in-person contact with your customers, it is just as important to keep tabs on customer satisfaction. Customer feedback surveys are an excellent way to follow up with customers after an interaction, whether online or in person. Surveys are like a thermometer for customer satisfaction. Providing customers an easy way to send feedback encourages them to contact your company directly instead of venting on social media. This advantage gives your company a second chance to make things right.
First of all, it is a great idea to analyze feedback on a customer-by-customer basis. This close-up view allows you to follow up with individual customers who were unsatisfied. When possible, it is wise to resolve the underlying cause of the customer’s dissatisfaction. Beyond personal interactions, forward-thinking companies will integrate customer feedback into future iterations of their product or service. By updating the design, future customers will experience improved customer satisfaction.
Online surveys make the survey process more convenient for consumers to answer. ViiBE’s download-free video call software is designed for optimum customer service. At the end of each call, ViiBE asks the customer a few short questions on their experience. Their answers update key performance indicators (KPIs) for the customer support agent in real-time. These KPIs include net promoter score and first call resolution. Its knowledge management tool makes it easy to share photos and documents during the call and escalate matters to an expert instantly, thanks to expertise call routing.
As stated earlier, surveys help keep track of overall customer satisfaction. If there is a problem causing customers to be dissatisfied with your product, surveys can help to pinpoint the issue. This information can save your brand’s reputation in the long run and keep customers that might otherwise migrate to a competitor. The valuable insight feedback surveys provide into the customer journey is vital to improving the customer experience overall. If your company receives dissatisfactory results in specific customer service-related metrics, targeted surveys can clarify problem areas.
Customer feedback surveys are most beneficial if appropriately structured. Customer satisfaction survey questions need to measure the overall experience and use open-ended questions to let the customer fill in the blanks. You may also include other types of questions from different survey types like NPS surveys (customer loyalty), CSAT surveys (customer satisfaction), and CES surveys (customer effort) to gauge specific KPIs. If you’re not sure where to start, find some customer satisfaction survey templates and see if they are a good fit or if you can modify them to fit your use case.
You can use existing tools like SurveyMonkey or Google Forms to create a new survey or base it off an existing template. Some of these options have the added convenience of telling the survey respondent how much time the survey will take.
While Surveys may seem like an old-school solution, their continued staying power lies in their utility. Innovative new software like ViiBE makes it effortless to gather customer feedback. ViiBE is designed around improving the customer experience.
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