Customer satisfaction surveys are one of the most effective ways to collect valuable information from your customers and use that information to improve their experience with your products and services. Conducting regular customer satisfaction surveys, then responding and reacting to your customers’ feedback, will help you increase customer retention, improve product quality and better understand the needs of your audience.
Customers believe in businesses that provide a forum for them to voice their concerns and complaints, and stick with companies who respond by resolving issues.
The top five areas where collecting customer feedback can help your business
1. Improve products, services, and customer experience
Are you using customer feedback correctly to create high-value products for your target audience? Feedback surveys allow you to ask more detailed questions about existing products or services to understand how they are solving customer problems. In addition, they will enable you to follow up with new product releases to act on that feedback. Customer surveys will also allow you can test new products and services using customer feedback before investing time and money in ideas that won’t resonate with your customers.
2. Improve customer retention and build long-term client relationships
We live in a world of nearly endless options. Unless you’re in a niche market, chances are you have several competitors where your clients could shift their business. Checking in with your customers regularly will help improve your products and services and aid in retention. Showing customers you care and are interested in their well-being will mean they are less likely to leave for a competitor.
3. Show customers you value their opinion and care about their experience
Clients return to businesses where they feel engaged and heard. By soliciting and acting on feedback from your customers, you can turn customers into loyal fans. Customers appreciate seeing their suggestions incorporated into new products and services. As a result, they are more likely to buy or subscribe to something they helped develop tailored to their specific needs.
Word-of-mouth advertising is extremely valuable, but it is also the hardest to make happen.
Demonstrating that you value customer feedback is a practical and cost-effective way to get clients invested in your success and encourage that elusive word-of-mouth advertising.
4. Set your company apart from the competition
One of the best ways to set your brand apart from the competition is exceptional customer experiences. The simple act of reaching out to your customer and asking how their interactions with your company can go a long way to establishing rapport. When you check in regularly with your customers through feedback surveys, you separate yourself from the competition, who far too often will send one survey and then never check back in again.
5. Get quantitative data about customer experience and satisfaction
It can be hard to get to the truth when collecting feedback. Face-to-face follow-up does not always reveal the whole picture, as customers are often too polite to want to say something negative directly to another person. To obtain honest, quantitative, holistic data about your customer’s experiences with your company and individual products and services, you need to put some space between you and your customers and conduct customer feedback surveys. By asking the right ( scientific ) questions and analyzing the returned data correctly, you’ll be able to understand how your customers feel about your company and your product and their overall satisfaction with your interactions.
Give voice to your customers
Find out how customers feel about your products or services using Screver’s science-backed customer satisfaction platform to make collecting ( and analyzing ) customer feedback even easier.
Screver’s platform helps you collect feedback at every touchpoint throughout the customer’s journey using a wide range of channels and in real-time.
We’ll help you make decisions faster, improve customer retention and develop the kind of loyalty in your customers that most companies can only dream of. We’d also love to show you how Screver makes collecting and acting on customer satisfaction data more manageable.