Customer satisfaction surveys: a customer satisfaction analysis tool
A customer satisfaction survey is a customer satisfaction analysis tool and a form of customer survey. As the name suggests, a customer satisfaction survey asks customers how satisfied they are. Its purpose is to measure customer satisfaction. The reasons for and benefits of measuring and improving customer satisfaction are explained in the Measuring customer satisfaction section, among others. Here, we focus specifically on customer satisfaction surveys.
Of course, you can also measure satisfaction by observing customer behaviour or collecting certain metrics, such as revenue, support volume and return rates. Online customer surveys in particular, however, remain the gold standard.
10 good reasons to conduct a customer satisfaction survey online:
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You can reach all your customers online (in all languages and all countries)
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You do not inconvenience your customers with phone calls or face-to-face approaches
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You save money (postage, printing, paper and telephone costs)
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You save time (analyse results at the click of a mouse, reach thousands of customers simultaneously, and more)
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By asking the right questions, you gain better insights than through lengthy observation
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You avoid interviewer effects – your customers are not influenced
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You can incorporate media such as images and videos and present your products
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You can easily offer personalised questionnaires to thousands of customers
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You receive all responses live and can start planning actions immediately
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You can integrate online customer satisfaction surveys into your processes
Of course, these reasons only apply when you use the right survey tool. Please also consider the benefits of online customer surveys.
Read more: Top tips for a customer satisfaction survey questionnaire
I am more than satisfied, both with the customer service (thank you again for the quick help in sorting things out with our data protection officer!) and with creating and analysing the survey. Your tool is really helpful. I found everything I needed straight away and was able to implement my ideas well. Thank you very much!
We successfully use LamaPoll for our customer and employee surveys. Ease of use, helpful personal support and the high level of data protection offered by LamaPoll are particularly important to us.
