NB The article is originally produced in Danish
Satisfied customers are paramount to running a healthy business. High customer satisfaction provides loyal customers who act as good ambassadors but also provide you and your organization with valuable knowledge. At nps.today, we know all about how to put together, perform, and evaluate a good satisfaction survey. Read more here.
Are you and your company facing a customer satisfaction survey? In that case, you can greatly benefit from measuring your Net Promoter Score. Then you can ask the customers to elaborate on their answers, so that you get a starting point for concrete initiatives that can strengthen the organization. It is an advantage to gather satisfied customers for several reasons. First, satisfied customers will be loyal customers, but also recommend the company to potentially new customers. In addition, it is six times cheaper to sell to existing than new customers. In short, through data collection, you can gain three financial benefits by conducting a customer satisfaction survey:
What can a customer satisfaction survey be used for?
A customer satisfaction survey excels at giving you and your business valuable insight into who your customers are. In this way, the survey can be a starting point for finding out how satisfied customers are with your services, but also how you can help them further. When you as an organization examine customer satisfaction, you also get the opportunity to subsequently review a number of initiatives. This is because by measuring customer satisfaction you can find out which customers are loyal and which are not. Satisfied customers are loyal customers who act as ambassadors for the company. Dissatisfied customers, on the other hand, could weaken the company’s reputation by speaking ill of your services to potential new customers. By not only asking for general satisfaction but also asking your customers to answer questions, you gain valuable insight into needs and preferences. These can be translated into concrete initiatives and products that can be the basis for an even better business model for the organization.
Why do you need to do a customer satisfaction survey?
Customer satisfaction surveys may seem comprehensive to get started with, but the survey is worth its weight in gold. By doing customer satisfaction surveys in general, you as a company will already increase customer satisfaction. This is because customers appreciate when their opinion is valued. Therefore, it is naturally also important that you as a company make sure that you appreciate that the customers help you get better. You can do this, for example, by subsequently contacting the participants in the study and telling them what you have done in terms of measures as solutions to any challenges and problems.
The three most commonly used methods to examine customer satisfaction are Net Promoter Score Customer Effort Score and Customer Satisfaction Score. At nps.today, access and selection is easy. Go Single. You use one scale and ask only one question. This way, you make it easier to make customer surveys for both you and your customers. At nps.today we use a 0-10 scale also just ask when relevant. If you want to do a satisfaction survey, you can use the NPS question: “How likely is it that you will recommend our company / product, and why?” From this, an overall NPS score is achieved, which can be the starting point for concrete initiatives that improve the organization both internally and externally.
At nps.today, we are experts in customer relations, and with our help you can in short find out which customers are going away and which are loyal.
It offers the following benefits, among others:
- Lower cost of selling and providing support to loyal customers
- They put a larger percentage of their consumption in your store or business
- Mindre churn: Fewer customers will opt out of your business
How to do a good customer satisfaction survey
When you want to survey customer satisfaction, the survey should be based on the aforementioned questions, but good customer satisfaction surveys ask its respondents to take a stand on other things and more. For each question, the respondents are thus asked to place you on a scale from 0-10, after which they are asked to elaborate on the answer. It can be with questions like:
- What could we have done better?
- What does it take for you to give us 10?
- What is the basis for your positive assessment?
A good customer satisfaction survey thus combines quantitative with relevant qualitative data. By asking relatively open-ended questions, you also achieve that the customer automatically gets into what is important to him or her. This is exactly the core of the NPS methodology: Asking questions on the customer’s terms. However, there can be many ways to go about a customer satisfaction survey. Do you have questions or are you interested in hearing more about how to find out how satisfied your customers are? If you want to hear more about what we at nps.today can do for you, you are welcome to contact us at any time. We are always available for a non-binding conversation. Book a meeting and we will find out together what we can do for you and your organization.