Customer Satisfaction: Walking a Mile in Your Customer’s Shoes

What Is Customer Satisfaction?  

We have always been told to walk a mile in another person’s shoes when it comes to certain situations such as understanding customer expectations. Customer Satisfaction is the leading indicator in terms of how well a product is doing. This helps measure customer loyalty, identify unhappy customers, and attract new customers in a competitive business environment. Customers that give high ratings on a product are more likely to recommend it to others as well as purchase it again, whereas low ratings result in the opposite.  

CSAT – the tool to help you walk the mile  

Customer Satisfaction, or CSAT, is a measurement that helps determine the level of satisfaction a customer has with a company’s products, services and capabilities. The key is to step into the shoes of the customer in order to understand their needs rather than directly asking them their expectations. CSAT can also be a plus point for sales teams. It can help them “sell” the product in terms of boosting the positive reviews for the product. Dissatisfied customers may be a red flag, but it can also be a benefit for product development. Negative feedback provides an opportunity to guide customers in terms of how the product can be improved.   

Best Practices for Creating Customer Satisfaction Surveys  

The goal of a Customer Satisfaction Survey should be concise and attainable. Customers should spend no more than 10 minutes answering questions. If images are to be included in the survey, they should not be heavy in size. It is best to avoid asking personal questions unless the topic of the survey demands it. Customers feel motivated to do surveys with an incentive such as offer discounts or extensions of streaming subscriptions. Starting with close-ended questions motivates the customer to feel interested in doing the survey.  

Customers also have an option to answer open-ended questions. These questions allow the customer to expand their thoughts and write down how they feel in a concise manner. On the other hand, close-ended questions make their lives easier for simpler questions and easier to summarize graphically. Analysing open-ended questions can be rather tedious and challenging due to the lack of tools. When creating open-ended questions, keeping the “other” option open is practical for customers who wish to express a unique opinion. Having too many open-ended questions in your survey makes it boring, however, it can be balanced with straight-forward multiple-choice questions which can help the customer narrow down their thoughts in a clear-cut manner rather than facing a frustrated customer.  

Our Customer Engagement Product – PxidaCX  

PxidaCX is a customer engagement platform that can help improve your customers’ experience of your business. This survey tool features a variety of expert-designed customer satisfaction templates that can be easily edited and adapted for your business without the need of any data analysis expertise.