Customer Satisfaction Survey

Customer satisfaction surveys can come in various forms:

• Chat surveys - integrated into live chat conversations
• Email surveys - sent via email after support interactions
• Phone surveys - conducted through phone calls
• Online surveys - web-based questionnaires
• Post-interaction surveys - immediately after customer support

Not all customers fill out surveys, as some people see it as a waste of time and skip filling it. However, the feedback that is collected is valuable information for the company that can be analyzed using customer satisfaction survey software to identify trends and areas for improvement.

It’s important to note that sometimes customers may fill in survey forms incorrectly due to frustration with the product or misinterpretation of the questions. This is why clear, well-structured surveys are essential for gathering accurate feedback.

What Should a Customer Satisfaction Survey Include?

Before you start creating your survey, it is important to determine several key elements:

• The tool you’re going to use
• Who are you trying to target with the survey (could be a specific segment of your customers)
• Targets your company will use to evaluate the success of the survey

How to Determine Targets for Customer Satisfaction Surveys

Choosing SMART targets before you create your satisfaction survey is crucial for measuring success and driving meaningful improvements.

When you are brainstorming possible targets, make sure they are:

• S – Specific
• M – Measurable
• A – Achievable
• R – Relevant
• T – Time-bound

After that, you can start creating questions suitable for your brand.

Types of Survey Questions

After determining your targets, you can start creating questions suitable for your brand. Here are the main types of questions you can use:

Open-Ended Questions

Allow customers to provide detailed, unrestricted feedback in their own words. Useful for understanding the ‘why" behind satisfaction levels.

Example: “What could we have done better to improve your experience?”

Closed Questions

Simple yes/no questions that provide clear, quantifiable data.

Example: “Were you satisfied with the response time?”

Multiple Choice Questions

Provide specific options for customers to choose from, making it easy to analyze responses.

Example: “How would you rate our service? (Excellent / Good / Average / Poor)”

Rating Type Questions

Ask customers to rate their experience on a scale, typically 1-5 or 1-10.

Example: “On a scale of 1-10, how likely are you to recommend us to a friend?”

Scale Questions

Similar to rating questions but can measure intensity of opinions or agreement levels.

Example: “Strongly Agree / Agree / Neutral / Disagree / Strongly Disagree”

It is important to carefully evaluate which ones are suitable for your targets. In order, to have a useful survey, you need to make the respondents’ experience easy. Thus, use multiple choice or closed questions to have accurate answers. If unsure give the option for the open answer. But do not overdo it unless you want to lose respondents.

Creating Your Customer Satisfaction Survey Structure

To have a useful survey that generates actionable insights, follow this simple structure:

1. Product/Service Usage Section

The first part should be about the respondent’s/customers’ usage of your product or service:

• How long have you been using our service?
• How frequently do you use our product?
• Which features do you use most?

2. Customer Demographics

The next part should be all about the customer. Determine the important demographics such as:

• Age
• Location
• Industry
• Company size
• Customer segment

This helps you determine your target audience and segment feedback by customer type.

3. Satisfaction Ratings

Use rating type questions or scale questions to measure satisfaction:

• Overall satisfaction with the service
• Satisfaction with specific features
• Satisfaction with support team responsiveness
• Satisfaction with product quality

4. Open-Ended Feedback

Give the respondent an option to express their opinions with open questions:

• What did we do well?
• What could we improve?
• Any additional comments?

5. Survey Conclusion

Towards the end, summarize the survey and let the respondent know what will happen with their answers:

• Thank them for their time
• Explain how their feedback will be used
• Offer incentives if applicable
• Provide contact information for follow-up

How Can Customer Service Software Help Your Customer Service Satisfaction Ratings?

LiveAgent is customer service software, which was created to make your customer representatives work effectively and efficiently. It also offers an integration called Nicereply. Through this integration, you’re able to effectively collect customers’ feedback.

Key Features for Survey Management:

• Universal Inbox: Consolidate all customer inquiries from multiple channels into one convenient interface
• Ticket Management: Track and manage customer interactions systematically
• CRM Integration: Access complete customer history and context
• Automation: Set up automated survey triggers after support interactions
• Analytics: Generate reports on satisfaction metrics and trends
• Multi-channel Support: Deliver surveys via email, chat, or other channels

Conclusion

Customer satisfaction surveys are essential tools for understanding your customers’ needs, measuring service quality, and identifying areas for improvement. By implementing well-structured surveys and using software like LiveAgent to manage the process, you can gather actionable insights that drive business growth and customer loyalty.

The key to success is not just collecting feedback, but acting on it. Use the insights from your surveys to continuously improve your products, services, and customer support processes. Combined with LiveAgent’s comprehensive help desk features, you can create a customer-centric organization that consistently exceeds expectations.