This article was written in 2011 and remains one of our most popular posts.

If you’re keen to
learn more about working with clients and customers, you may find this recent article about
landing larger clients of great interest.

It’s a well-known fact that no business can exist without customers. In the business of website
design, it’s important to work closely with your customers to make sure the site or system you
create for them is as close to their requirements as you can manage. Because it’s critical that you
form a close working relationship with your client, customer satisfaction is of vital importance.
What follows is a selection of tips that will make your clients feel valued, wanted and loved.

1. Encourage Face-To-Face Dealings

This is the most daunting and downright scary part of interacting with a customer. If you’re not
used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it
does get easier over time. It’s important to meet your customers face to face at least once or even
twice during the course of a project.

My experience has shown that a client finds it easier to relate to and work with someone they’ve
actually met in person, rather than a voice on the phone or someone typing into an email or
messenger program. When you do meet them, be calm, confident and above all, take time to ask
them what they need. I believe that if a potential client spends over half the meeting doing the
talking, you’re well on your way to a sale.

2. Respond To Messages Promptly & Keep Your Clients

Informed
This goes without saying really. We all know how annoying it is to wait days for a response to an
email or phone call. It might not always be practical to deal with all customers’ queries within
the space of a few hours, but at least email or call them back and let them know you’ve received
their message and you’ll contact them about it as soon as possible. Even if you’re not able to
solve a problem right away, let the customer know you’re working on it.

A good example of this is my web host. They’ve had some trouble with server hardware which
has caused a fair bit of downtime lately. At every step along the way I was emailed and told
exactly what was going on, why things were going wrong, and how long it would be before they
were working again. They also apologised repeatedly, which was nice. Now if they server had
just gone down with no explanation I think I’d have been pretty annoyed and may have moved
my business elsewhere. But because they took time to keep me informed, it didn’t seem so bad,
and I at least knew they were doing something about the problems. That to me is a prime
example of customer service.

3. Be Friendly And Approachable

A fellow SitePointer once told me that you can hear a smile through the phone. This is very true.
It’s very important to be friendly, courteous and to make your clients feel like you’re their friend
and you’re there to help them out. There will be times when you want to beat your clients over
the head repeatedly with a blunt object – it happens to all of us. It’s vital that you keep a clear
head, respond to your clients’ wishes as best you can, and at all times remain polite and
courteous.

4. Have A Clearly-Defined Customer Service Policy

This may not be too important when you’re just starting out, but a clearly defined customer
service policy is going to save you a lot of time and effort in the long run. If a customer has a
problem, what should they do? If the first option doesn’t work, then what? Should they contact
different people for billing and technical enquiries? If they’re not satisfied with any aspect of
your customer service, who should they tell?

There’s nothing more annoying for a client than being passed from person to person, or not
knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry
should be of utmost importance. So make sure your customer service policy is present on your
site — and anywhere else it may be useful.

5. Attention To Detail (Also Known As “The Little

Niceties”)
Have you ever received a Happy Birthday email or card from a company you were a client of?
Have you ever had a personalised sign-up confirmation email for a service that you could tell
was typed from scratch? These little niceties can be time consuming and aren’t always cost
effective, but remember to do them.

Even if it’s as small as sending a Happy Holidays email to all your customers, it’s something. It
shows you care; it shows there are real people on the other end of that screen or telephone; and
most importantly, it makes the customer feel welcomed, wanted and valued.

6. Anticipate Your Client’s Needs & Go Out Of Your Way

To Help Them Out
Sometimes this is easier said than done! However, achieving this supreme level of understanding
with your clients will do wonders for your working relationship.

Take this as an example: you’re working on the front-end for your client’s exciting new
ecommerce endeavour. You have all the images, originals and files backed up on your desktop
computer and the site is going really well. During a meeting with your client he/she happens to
mention a hard-copy brochure their internal marketing people are developing. As if by magic, a
couple of weeks later a CD-ROM arrives on their doorstep complete with high resolution
versions of all the images you’ve used on the site. A note accompanies it which reads:
“Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you
with large-scale copies of the graphics I’ve used on the site. Hopefully you’ll be able to make use
of some in your brochure.”

Your client is heartily impressed, and remarks to his colleagues and friends how very helpful and
considerate his Web designers are. Meanwhile, in your office, you lay back in your chair
drinking your 7th cup of coffee that morning, safe in the knowledge this happy customer will
send several referrals your way.

7. Honor Your Promises

It’s possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery dates.

Clients don’t like to be disappointed. Sometimes, something may not get done, or you might
miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-
contractors don’t always deliver on time. In this case a quick apology and assurance it’ll be ready
ASAP wouldn’t go amiss.

Conclusion
Customer service, like any aspect of business, is a practiced art that takes time and effort to
master. All you need to do to achieve this is to stop and switch roles with the customer. What
would you want from your business if you were the client? How would you want to be treated?
Treat your customers like your friends and they’ll always come back.

If you enjoyed reading this post, you’ll love Learnable; the place to learn fresh skills and
techniques from the masters. Members get instant access to all of SitePoint’s ebooks and
interactive online courses, like Build a Successful Web Design Business.

Meet the author

Adrian Thompson
Adrian is a part time Web designer / developer alongside his full-time career as a qualifying
social worker and community trainer in the North of the UK. His main interests lie in the areas of
accessible Website design, the development and promotion of online learning and the practical
uses of the Web in community regeneration and people-focussed work.
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How to Measure Customer
Satisfaction: 4 Key
Measurements

Many strategies exist, but overlooking the fundamentals of how to

measure customer satisfaction can be detrimental to your
business. Here are 4 key customer satisfaction measurements
that are critical to your business success
When we have a great food experience at a new restaurant, we usually want to go
back. Positive evaluations result in greater customer satisfaction, which leads to
customer loyalty and product repurchase.

Mission accomplished.

But how do we effectively measure customer satisfaction?

Many strategies exist, but overlooking the fundamentals of how to measure customer
satisfaction can be detrimental to your business. Here are 4 key customer satisfaction
measurements that are critical to your business success. If you want, you can skip right
to the customer satisfaction survey templates here.

1. Overall Satisfaction Measure (Attitudinal)

Example question: Overall, how satisfied are you with “La Jolla Grove restaurant”?

This question reflects the overall opinion of a consumer’s satisfaction experience with a
product he or she has used.
The single greatest predictors of customer satisfaction are the customer experiences
that result in attributions of quality.

Perceived quality is often measured in one of three contexts:

 Overall quality

 Perceived reliability

 Extent of customer’s needs fulfilled

It is commonly believed that dissatisfaction is synonymous with purchase regret while

satisfaction is linked to positive ideas such as “it was a good choice” or “I am glad that I
bought it.”

2. Loyalty Measurement (Affective, Behavioral)

Example question:

Would you recommend “La Jolla Grove restaurant” to your family

and friends?

This single question measure is the core NPS (Net Promoter Score) measure.
Customer loyalty reflects the likelihood of repurchasing products or services. Customer
satisfaction is a major predictor of repurchase but is strongly influenced by explicit
performance evaluations of product performance, quality, and value.

Loyalty is often measured as a combination of measures including overall satisfaction,

likelihood of repurchase, and likelihood of recommending the brand to a friend.

A common measure of loyalty might be the sum of scores for the following three
questions:

 Overall, how satisfied are you with [brand]?

 How likely are you to continue to choose/repurchase [brand]?

 How likely are you to recommend [brand] to a friend or family member?

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3. A Series of Attribute Satisfaction Measurements (Affective

and Cognitive)
Example question:

How satisfied are you with the “taste” of your entre at La Jolla
Grove?

Example question:

How important is “taste” in your decision to select La Jolla Grove

restaurant?

Affect (liking/disliking) is best measured in the context of product attributes or benefits.

Customer satisfaction is influenced by perceived quality of product and service
attributes, and is moderated by expectations of the product or service. The researcher
must define and develop measures for each attribute that is important for customer
satisfaction.

Consumer attitudes toward a product developed as a result of product information or

any experience with the product, whether perceived or real.
Again, it may be meaningful to measure attitudes towards a product or service that a
consumer has never used, but it is not meaningful to measure satisfaction when a
product or service has not been used.

Cognition refers to judgment: the product was useful (or not useful); fit the situation (or
did not fit); exceeded the requirements of the problem/situation (or did not exceed); or
was an important part of the product experience (or was unimportant).

Judgments are often specific to the intended use application and use occasion for which
the product is purchased, regardless if that use is correct or incorrect.

Affect and satisfaction are closely related concepts. The distinction is that satisfaction is
“post experience” and represents the emotional effect produced by the product’s quality
or value.

4. Intentions to Repurchase Measurements (Behavioral

Measures)
Example question:

Do you intend to return to the La Jolla Grove restaurant in the

next 30 days?

When wording questions about future or hypothetical behavior, consumers often

indicate that “purchasing this product would be a good choice” or “I would be glad to
purchase this product.” Behavioral measures also reflect the consumer’s past
experience with customer service representatives.

Satisfaction can influence other post-purchase/post-experience actions like

communicating to others through word of mouth and social networks.

Additional post-experience actions might reflect heightened levels of product

involvement that in turn result in increased search for the product or information,
reduced trial of alternative products, and even changes in preferences for shopping
locations and choice behavior.
Free Customer Satisfaction Survey Question Templates

Download Now
A META‐ANALYTIC REVIEW OF ATTITUDINAL AND
DISPOSITIONAL PREDICTORS OF
ORGANIZATIONAL CITIZENSHIP BEHAVIOR
DENNIS W. ORGAN

KATHERINE RYAN
First published: December 1995

https://doi.org/10.1111/j.1744-6570.1995.tb01781.x

Cited by: 1003

The authors gratefully acknowledge the exemplary citizenship behavior of Frank Schmidt, Joe
Stauffer, and Mike Burke for making available copies of the programs used by us in the analyses
reported here, and wish to express appreciation to three anonymous reviewers for their
exceptional professionalism in offering many constructive comments and suggestions.
Read the full text

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Abstract
A quantitative review of 55 studies supports the conclusion that job attitudes are robust
predictors of organizational citizenship behavior (OCB). The relationship between job
satisfaction and OCB is stronger than that between satisfaction and in‐role performance, at least
among nonmanagerial and nonprofessional groups. Other attitudinal measures (perceived
fairness, organizational commitment, leader supportiveness) correlate with OCB at roughly the
same level as satisfaction. Dispositional measures do not correlate nearly as well with OCB (with
the exception of conscientiousness). The most notable moderator of these correlations appears to
be the use of self‐ versus other‐rating of OCB; self‐ratings are associated with higher
correlations, suggesting spurious inflation due to common method variance, and much greater
variance in correlation. Differences in subject groups and work settings do not account for much
variance in the relationships. Implications are noted for theory, practice, and strategies for future
research on OCB.
Citing Literature
Volume48, Issue4
December 1995
Pages 775-802
Journal of Hospitality & Tourism Research

2.685
 Impact Factor
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Despite the amount of research focusing on brand loyalty, empirical tests of the
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By far the most common and fundamental measure of customer attitudes is
customer satisfaction.

Customer satisfaction is a measure of how well a product or service

experience meets customer expectations.

It’s a staple of customer analytic scorecards as a barometer of how well a

product or company is performing.

You can measure satisfaction on everything from a brand, a product, a feature, a

website, or a service experience.

While measuring customer satisfaction alone isn’t going to do much, it’s an

essential metric to collect when you want to gauge your customers’ sentiment
and prioritize around what’s working and not working.

We’ve helped our clients collect and analyze satisfaction data that have a range
of needs, from just getting started, to using more advanced analysis.

Two pieces of data you can collect are attitudes and satisfaction. Although there
is a slight difference between the two, they are both highly related and tend to
both predict customer loyalty. Here’s how to remember the difference: Potential
customers have an attitude toward a brand or product they’ve never used, and
actual customers rate their satisfaction after having experienced a brand or
product.

For example, customers can rate their opinion toward Apple before ever being a
customer (attitude), their level of satisfaction with Apple after making a purchase
(general satisfaction), their satisfaction with iTunes (product satisfaction) and with
synching iTunes with their iPhone (attribute satisfaction).
Measuring Attitude
If you’re interested in the beliefs, ideas, and opinions of prospective customers,
you have to measure attitudes. For example, prior to evaluating customers on
two rental car websites, participants were asked about their attitudes toward the
most common US rental car companies.

One benefit of asking customer attitudes at the beginning of a survey is that you
can screen out participants who have a very strong negative attitude toward your
brand. While you don’t want to ignore these customers — in fact, you’ll want to
follow up with them in the future — in most cases, you want to hear from
prospective customers who are at least willing to use your product or service in
the near-term.

In most customer satisfaction surveys we conduct, we include measures of

attitude and awareness prior to measuring satisfaction.

I encourage clients to use multi-point rating scales with satisfaction surveys, as

opposed to simple binary options (satisfied/not satisfied) to capture more subtle
differences in attitudes. Having more points allows us to better understand how
small changes in satisfaction can result in changes in behavior (like defecting to
another bank or dissuading others).

Don’t obsess over the number of points in your rating scales. If your company
likes 11-point scales because they use the NPS, then use those. We generally
use 5- and 7-point scales, but there isn’t much difference. The most important
thing is to be consistent so you can make comparisons over time.

Measuring Satisfaction
There are a myriad of ways to collect satisfaction data using online survey
software, phone interviews, or old-school paper and pencil forms. Usually some
combination of these is the best, but it can be done with very little budget.

In general there are two levels of measuring customer satisfaction you should
collect: General (or relational) satisfaction and a more specific attribute (or
transactional) satisfaction.

General satisfaction
Asking customers their satisfaction toward a brand or organization is the
broadest measure of customer satisfaction. It’s often referred to as a relational
measure because it speaks to customers overall relationship with a brand. It
encompasses repeated exposure, experiences, and often repeat purchases.

To measure general satisfaction, ask customers to rate how satisfied they are
with your brand or company using a rating scale. The figure below shows a
survey question where participants were asked to rate their level of satisfaction
with their bank, US Bank.

Because customer satisfaction is such a fundamental measure for gauging your

company’s performance with your customers, a number of firms offer a
standardized set of satisfaction questionnaires and reports to allow you to
compare your satisfaction scores with your competitors and industry.

One of the most common industry surveys of general satisfaction (at a company
level) is the American Customer Satisfaction Index (ASCI). The ASCI uses a
standard set of questions and surveys thousands of US customers each year on
products and services they’ve used. They provide a series of benchmark reports
across dozens of industries, including Computer Hardware, Hotels,
Manufacturing, Pet Food, and Life Insurance to name a few.

The ASCI provides benchmark reports that allow you to see how satisfied US
customers are with your company. In some cases, the satisfaction benchmarks
are also provided at a more specific product level. In most cases you’ll want to
collect your own data, but where possible, look for existing questions used by
your industry. This increases the chances that they have been vetted
for reliability and allow you to compare your results.

Attribute and product satisfaction

While customer satisfaction provides a broad view of a customer’s attitude, you’ll
also want to find out whether your product or service is or is not exceeding
expectations.

To generate more specific and diagnostic measures of customer attitudes, ask

about the satisfaction with features, or more specific parts of an experience. This
is often referred to as attribute or transaction satisfaction because customers are
rating attributes (features, quality, ease of use, price) of a product or the most
recent transaction. Examples of attribute satisfaction include
 Check in experience
 Registering
 Download speed
 Price
 Product (for brands with multiple products)
 The website
 In-store experience
 The online purchase process
 Product usability

To measure attribute satisfaction, use the same type of scale and question as
you used to measure general satisfaction, but direct respondents to reflect on the
specific attribute you’re interested in (the check-in experience, the search results
page, the download speed).

In addition to collecting closed-ended rating scale data from participants, offer a

space for customers to add a comment about their attitude. You can use these
comments to help understand what’s driving high or low ratings. You can even
turn these comments into quantifiable data.

While it’s a good idea to collect your own customer satisfaction data, data from
third parties provide a more objective view of your brand and provides insights
into former and prospective customers as well. For example, if you’re interested
in measuring the satisfaction your customers have with your website, the SUPR-
Q is a good measure of the quality of the experience and provides a meaningful
comparison to 200 other websites.

Do Something About It
Measuring customer satisfaction is merely the first step in understanding and
improving a customer’s experience. Don’t stop there. You should drill down until
you understand the key drivers of general satisfaction and attribute customer
satisfaction. You should also understand how satisfaction differs by touchpoint
and at key stages of the customer journey.

The journey can include everything from the product and its features, the buying
process, customer service, and even how responsible you are to your
employees, shareholders, and the environment. While measuring satisfaction
can seem daunting, it’s actually the easy part; the hard part is actually doing
something to improve satisfaction.
Improve Your Product or Service With These Simple and
Effective Customer Satisfaction Measurements.
Good. Customer. Service. Essential, you know that. But have you also worked out ways
to make sure you actually provide it? What about measuring your customer
satisfaction?

To validate the work that you’re doing is paying off, to make sure your customers are
loyal and continue to buy from you, it is important you know how to measure customer
satisfaction. Did you know that 89% of consumers stop doing business with a company
after experiencing poor customer service? (Numbers via 2011 Customer Experience
Impact Report)

And it’s not just about the way you deliver support. It can tell you a lot about your
product and how you can improve constantly. It’ll help you to increase satisfaction and,
ideally, create returning customers. Especially that last is a good thing! Knowing it costs
about 6 to 7 times more to attract new customers than retaining existing ones.
(Numbers via White House Office of Consumer Affairs)

When you do a Google search, you’ll come across many various customer satisfaction
metrics and tools to measure them. But where to start? What exactly do you need to
know? How will you get the insights that are useful?
In this article, you’ll find all necessary info, tips and ways to correctly measure customer
satisfaction. So let’s get you started.

The Efficient Way of Measuring Customer Satisfaction

Depending on your customer base, you can opt for interviews or surveys.
If your customer base is rather small and you have room to conduct interviews, this is a
good way to start.

 It’ll get you a personal contact and insight into your client
 You can gather information per respondent. Allowing you to help each and every
one of them more accurately

The only thing to keep in mind is the difficulty of scaling this data, all feedback is based
upon personal opinion and the interpretation of the interviewer.

Even though interviews may seem like the choice to deliver richer and deeper insights,
surveys are the most effective way to measure customer satisfaction. And don’t be
scared by this format. The days of boring, long and difficult surveys are long gone. More
than ever you can work on building an interactive conversation with your customers.

 Surveys will help you collect data in one format. Easy to analyze, easy to draw
conclusions on a larger scale.
 Respondents who have taken their time to fill in the survey completely can
always be contacted to gain more personal insights. And just to build a stronger
relationship

Be Clear About What You Want to Measure and Accomplish

First things first: before you compose questions and a method of research, you should
know where you’re headed. We’ll dig a bit deeper into the possibilities later. The first
thing you need to ask yourself is: “What do I want to find out?”

Make a plan, a list of goals you wish to achieve. It might help to focus on one larger
subject you wish to work on such as repurchasing goals, the dealing with negative
complaints and turning them in repurchases, referrals, … Work out what target
audiences you want to reach and what you already know about them.

Then, get started with a very basic survey. Be hard on yourself and ask no more than 5
questions. (We know it’s difficult, but it’ll pay off. Promise!)
These don’t necessarily have to consist of satisfaction metrics yet, they should help you
get the first key insights so you can decide what to focus on next.

For example, get started with asking basics such as: “Why did you purchase that specific
product or service?”, “What made you decide to buy?”, “Were you happy with your purchase?”
The advantages of splitting up this first survey from the more detailed customer
satisfaction survey:

 Starting figures to base your following measurements on

 First insights into expectations of your audience and most important issues
 Discover a first core group of responsive customers

10 Metrics You Can and Should Measure

1. Speed of Service

Depending on the kind of service or product you provide, support rates vary. The overall
response time for delivering support for instance usually lies within 24hrs of receiving
the question/complaint.

When inquiring after the speed of service, think of the 3 stages in which your customer
could have experienced service: before purchase, during purchase/use, after purchase.

2. Quality of service

Following the speed of service, it’s as least as important to discover how high your
customers rate the quality of your delivered service.

A few subjects you could keep in mind are:

 Attitude of your staff (both support and sales)

 The availability and knowledge of your representatives
 How complaints are solved
 Openness and responsiveness towards inquiries

3. Pricing issues

This one is pretty basic, give your customers room to express how they feel about
pricing. Not only the total cost of your product or service, but also value for money and
how they see this compared to the market price.

4. Complaints

Always, always, always evaluate complaints thoroughly. Take time to look into
unsolicited feedback that you can find online in reviews, comments and social media
posts to broaden your analysis.

Make sure you contact users who’ve taken their time to describe a specific issue or
complaint. Look for a possible solution with follow-up questions and try to turn that frown
upside down.
5. Overall Satisfaction with the product or service

A good one to integrate into that first short survey we mentioned above. Have the needs
of the customer been answered? “Overall, how satisfied are you with…?” will help you
along.

When your audience provides you with responses that result into attributions of quality,
you have the first and most important indicator of positive customer satisfaction.

6. Attributional Satisfaction

Another type of satisfaction to measure that can be divided in two:

 Did you like/dislike the product or service?

This part has to do with certain product benefits or characteristics.
 Was the product or service useful/meeting expectations?
The cognitive half is more about judgment and if the product was of any use to
the customer.

Tip: You’re right to be curious and measure attitude towards a product or service that
your respondent hasn’t used yet. But be careful not to mix this up with questions
measuring satisfaction.

7. Customer Loyalty

If there’s one good starting point for insights into customer satisfaction, it’s customer
loyalty. The behavior of returning customers and new customers providing you with
good reviews is your first insight into their loyalty.

Of course, this can also be integrated with questions in a survey after purchase. But
keep in mind that actual behavior tells you more than the intention a person expresses.

Customer Loyalty also provides the base for Net Promotor Score. This term is often
used in research and specifically in how to measure customer satisfaction. It comes
down to one question:

“Would you recommend the product or service to your friends or family?”

A respondent is usually asked to indicate the intent to refer your product to someone
else with a number from 0 to 10. (Where 10 is very likely and 0 not at all.)
Curious to see what the current benchmarks are for your industry? Great to keep in
mind when you collect your own data. Have a look at them here.

The score clearly shows us the chance of your customer repurchasing the products.
Loyalty should be used in combination with other metrics. A few questions to combine it
with:
  Satisfaction with the product or brand
 Likeliness of repurchasing

8. Intention to repurchase

Together with customer loyalty, the intent to repurchase a product or service is an

indication of customer satisfaction. It validates the customer’s past satisfaction with your
brand and increases the likeliness for the respondent to communicate to others about
your product.

A simple question to include this into your customer satisfaction metrics: “Do you intend
to repurchase the product or service within the next month when you need it?”

9. Other needed services

A small extra, but one that can make all the difference to the satisfaction of your
customers:
“Is there anything else we can do for you?”

Customer satisfaction can be increased by keeping an open mind towards questions or

remarks a respondent might have, apart from the product or service you’ve delivered.

10. Your employee’s happiness

Another ‘extra’ that is often overlooked is the happiness of your closest brand
ambassadors: your sales and customer service team. When working on customer
satisfaction, allocate some time specifically to your employees, because their happiness
about working for your company shows in the way they work and enables them to
deliver a higher level of customer satisfaction.

Improve on this by making sure your team feels appreciated and value their work.
Positive effect for your company and your customers guaranteed.

Know the Differences Between the Qualitative and Quantitative Approach

Of course, this is nothing new, but it never hurts to be reminded. Both Qualitative and
Quantitative methods have specific strengths and weaknesses. Depending on the kind
of data you need, choose what applies best. Try to combine the best of both to get the
most useful insights.

Qualitative Research is Subjective but Insightful

“What did you think of the product when you first purchased it?” (An example of an open-
ended question)
  In this type of research, there’s room for personal opinions, emotions, and more
subjective responses
 It’ll give you clearer insights of the perception of your customer
 Best in combination with personal contact, like interviews, personal follow up,
focus groups, …
 The information is harder to process and requires more resources from your end
 The data might not answer a few specific questions you have

Quantitative Research Has Scale But Misses Details

“Will you buy the product again in the next month?” (An example of a closed-ended
question)

 This approach provides you with to the point information, but only answers to
what you asked
 There’s little to no room for nuance and context
 Data is more objective and easier to measure
 Works well if you’re researching larger groups of customers

Don’t Just Measure, Benchmark!

When you’ve gathered your first insights, you can start creating strategies on how to
improve customer satisfaction. Establish a satisfaction benchmark, based on past
results and insights that you can measure up to. Earlier in the article, we talked about
the NPS, easily look at your industry benchmarks here. Don’t forget about your
competitors either, add their figures to your mix to create a reasonable benchmark.

Motivate Your Customers To Participate

After setting up your ways to measure customer satisfaction, it’s nice if you have
customers that participate. Asking for your audience’s opinion will make them feel
valued and helps them in sharing:

 Approach your customers with phrases like “Help us provide you with a better
service”, “We’d like to know what you think about …”.
 Adding incentives like rewards, coupons or even a fun bit of information
increases the willingness to cooperate and do it qualitatively
 Start up a conversation rather than just pushing out a survey, get in contact with
your users via social media for example. Let social media and surveys work
together!

The Tool You Use Makes All the Difference

No matter how versatile you make your approach, if you can combine all of it into one
single tool, that’ll help you save up time, money and a lot of effort!
With Survey Anyplace you’re able to have both the data collection part and the
analytics, all in one tool. And never lose sight of what’s important to your customers.
Especially when working with customer satisfaction, there’s only one brand that should
be communicated – yours. The option to create white label surveys in our application
will help you out in that department.

On top of many available functionalities, we like to add a special focus on the engaging
part of surveys. By adding fun elements, widgets and possibilities to interact, you have a
better shot at genuine responses, more responses, and a stronger brand
perception. Entertaining surveys can improve much more than satisfaction.

Let’s start measuring your customer satisfaction

This article is a great checklist to work with when you get started. And when you being
creating your survey, instead of starting from scratch, take a look at our template survey
for customer satisfaction to really kickstart your research.
Start satisfying those customers today! Sign up for a free account.