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Why should businesses focus on Customer Satisfaction Survey Software Development?

Customer Satisfaction Guide

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Happy and satisfied customers are the key drivers behind a successful business. As 33% of Americans prefer to switch companies after receiving only a single instance of bad service, it has become imperative for businesses to focus on their customer’s satisfaction and experience. 

To tap into their customers’ psyches and boost their overall experience, companies should effectively measure their customer satisfaction levels. That’s where the need for customer satisfaction survey software development arises. 

In this article, we’ll be focusing on what it is and how can businesses use it to gain a competitive advantage. Let’s take a look:

Customer Satisfaction Guide

Customer satisfaction survey software development: A look inside

Customers expect a top-notch experience from every brand they’re associated with, and unfortunately, most of them talk about their bad experiences more than brag about the good ones. 

With customer satisfaction survey software development, brands can not only measure customer satisfaction levels but also collect data related to the overall customer experience. Moreover, it empowers them to yield actionable insights that can truly impact business decisions. 

So, if you want to determine how satisfied your customers are with your products, services, or your brand, it’s ideal to start focusing on customer satisfaction survey software development.

Why customer satisfaction survey software is essential for your business?

Being at the core of the human experience, customer satisfaction survey software development aims to reflect the liking towards a brand’s business activities. As higher levels of customer satisfaction can contribute to increased client retention and customer loyalty, investing in customer satisfaction survey software empowers brands to add a competitive edge and perform well. 

  • It can help you understand what customers like and dislike about your brand in general and also products/services. This insight can help you improve your offerings and tailor them to meet customers’ needs. 
  • By triggering CSAT surveys regularly, you can gather data in real time. This can help you measure customers’ satisfaction with your products and services. 
  • By analyzing and acting on customer feedback to improve the offerings, you show how much their feedback means to you. It demonstrates how actively you try to meet their needs, which can help you retain customers. 
  • Customer satisfaction survey software can also help you identify areas for improvement and uncover new areas of innovation. By understanding customers’ needs and preferences, you can uncover new target markets.

Using effective data that tells why customers like the offered experience help a company to recreate that experience in the future too! In other words, it helps you determine if your thought of delivering an exceptional experience and creating satisfied customers match reality or not!

Uncovering the Do’s and Dont’s for your customer satisfaction survey software

Using an effective customer satisfaction survey helps brands to gain intelligent insights that are the building blocks for benchmarking the happiness and satisfaction of customers. While you invest in customer satisfaction survey software development, it’s important to remember some of its do’s and don’ts listed below:

Do's of software customer satisfaction survey questions

Here are three best practices when you are creating your customer satisfaction surveys.

  • Allow for feedback in open-text form – Using open text questions empower you to gather customer feedback through open-ended responses. This helps you gain insightful knowledge of your customer’s experiences and satisfaction levels.
  • Ask for an overall brand rating – Your customer satisfaction survey software must help you get the overall rating of your company. This not only gives you great insights initially but also helps you benchmark against industry competitors over time.

  • Optimize for mobile devices – As customers prefer to participate in surveys through mobile devices or within mobile applications nowadays, so your survey software needs to be optimized for mobile devices respectively.

Don’t of software customer satisfaction survey questions

Here are three things you shouldn’t do when creating a survey using CSAT survey software.

  • Create lengthy surveys – Your survey software should not create surveys that are too lengthy or time-consuming. As customers hate to finish long surveys, your customer satisfaction survey should not include more than 10 questions.
  • Include questions that are double-barreled – These are the questions that highlight more than one issue but ask for a single response only. These are known to generate skewed and accurate data by confusing the customers, so these questions should not be involved in your survey. 
  • Use industry jargon – As customers need to understand all of the questions included in your survey clearly, it’s important to ensure that there is no industry jargon used, as it might confuse them.
Customer satisfaction survey software development

Customer Satisfaction metrics that you shouldn’t miss

There are numerous customer satisfaction metrics that enable businesses to seamlessly quantify customer satisfaction as well as their overall experience (CX) for identifying problem areas and simultaneously improving them too! Here are the most crucial customer satisfaction metrics: 

  • Net Promoter Score®
    Net Promoter Score® (NPS® ) is a metric used by businesses to efficiently measure customer satisfaction as well as loyalty. Intending to predict the brand’s growth and improve the overall customer experience, it asks customers the following question:

    “On a scale from 0 to 10, how likely are you to recommend our company to your friends or colleagues?”

    This is followed by another open-text question: “Why did you give us that score?” This question comes with a dialog box that asks customers to share their feedback in detail.
    The scale of the NPS® metric ranges from 0 (Not at all likely) to 10 (Extremely likely), so the customers are distinguished into three categories namely:

    Promoters: That give a score of 9 or 10.

    Detractors: That give a score between 0-6.

    Passives: That give a score between 7 and 8.

    To know more about this metric, click here. For improving your Net Promoter Score® and stacking up against industry competition, try Voxco’s free NPS® Calculator today!  
  • Customer Satisfaction Score (CSAT)
    Customer satisfaction (CSAT) is a popular metric used by businesses to determine customer satisfaction levels with their products or services. It is considered useful for tracking customers’ sentiments linked to your products or services, or what do they feel about your brand. It asks customers the following question:

    “On a scale ranging between 1-5, how would you rate your overall satisfaction with our company?”

    This metric usually comes with a flexible scale, so your customers can be asked to rate on a range of either 1-10, 1-5, or even “Very Dissatisfied” to “Very Satisfied”. This metric is mainly popular due to the inclusion of a direct and straight-forward question that it asks the customers.
  • Customer Effort Score
    Customer Effort Score (CES) is a metric used by brands for identifying the ease of experience their customers had while operating their products or using their website. This metric is crucial to determine how happy or sad the customers are with a particular brand. Being a better indicator of customer loyalty than direct customer satisfaction, most of the fortune 500 brands swear by this metric. It asks one direct question to the customers:

    “Please rate how easy was it for you to find the product you were looking for?”

    Although this metric can help to discover future shopping patterns as well as the referral behavior of the customers, it is not useful for indicating the customer’s overall relationship with a brand.
Improve Customer Retention

What features should your Customer Satisfaction Survey Software have?

When shortlisting a survey software, you should consider the following functionalities. 

Survey customization functionalities

Your CSAT survey software should enable you to customize your surveys. It should offer multiple question types, skip logic, branching, and multiple languages, to ensure it is relevant to the audience. 

Additionally, the survey software should also offer you the capability of branding your surveys. Branded surveys nurture a sense of trust and recognition amongst the respondents. You should be able to add your brand logo, color, font, theme, and more in the survey. 

Voxco offers you 100+ question types, 100+ language options, skip logic, branding capabilities, and more. Create efficient and relevant surveys to gather reliable data in no time.

Omni channel Capabilities

An ideal customer satisfaction survey software should be able to track customer satisfaction levels across multiple mediums effortlessly. It should allow you to conduct surveys online, by phone, or face-to-face to reach out to your target audience. 

Voxco offers omnichannel best-in-class survey solutions that help you gather customer satisfaction data anywhere, anytime.

Top-Notch Dashboards

A customer satisfaction survey software needs to include interactive and insightful dashboards for surfacing the data collected through customer feedback. By gaining a comprehensive view of your customers, these dashboards play a key role in analyzing data and developing custom reports. 

Voxco offers an extensive suite of dashboards and analytics that help to gather actionable and rich insights from the survey data.

Third-party Integrations

There’s no doubt that customer feedback is very important to your business, but there is data arising from other sources, such as website analytics or CRM systems, that cannot be ignored. So, your customer satisfaction survey software should be able to integrate them all together to gain better visibility into CX and its overall impact on your business success. 

Voxco provides seamless integrations with third-party apps, thereby empowering you to gain a better customer view while diving deeper into their satisfaction levels. 

While, this sums up the features you should look for, you can also use of checklist to compare different vendors.

Conclusion

Investing in customer satisfaction survey software development and measuring customer experience across all touch points should be the primary goal of every brand. If your customers aren’t satisfied, they’ll leave your brand without giving it a second thought. Voxco offers you best-in-class customer satisfaction survey software for uncovering the key drivers behind customer satisfaction and transforming every touch point into a positive experience.

FAQs

1. What is CSAT survey software?

A CSAT survey software is a tool that helps businesses gather data from customers. The tools enable you to understand customers in their words and help you become customer-centric. 

The tool allows you to create and distribute customer satisfaction survey questions and collect and analyze data in one platform. The software helps you uncover customer needs, preferences, and pain points using first-hand customer insights. 

2. How to use software for customer satisfaction survey questions?

You can create a well-organized and effective customer satisfaction survey by following these tips: 

  • Keep your survey short and precise. 
  • Use specific questions with clear language. 
  • Use open and closed-ended questions in your survey. 
  • For customer satisfaction surveys, use rating or Likert scales. 
  • Customize the survey using skip logic and branching to make it relevant to the respondents. 
  • Test the survey before launching. 
  • Respond to the survey respondents after receiving their feedback. 
  • Analyze and act on the survey data to improve customer satisfaction. 

3. What are the advantages of using customer satisfaction survey software?

There are several benefits of investing in customer satisfaction survey software. Here is a list of these advantages. 

  • It helps you evaluate and improve customer experience. 
  • It provides you with actionable insights into customers’ needs, pain points, and preferences. 
  • It helps you identify areas of improvement. 
  • It helps you analyze customers’ feedback and make data-driven decisions. 

4. What features should you look for in customer service survey software?

When choosing which customer service survey software to invest in, you should consider the following features. 

  • Customizable surveys: Multiple question types, language translation, skip logic, branching, etc. 
  • Branded surveys: CSS customization and branding features. 
  • Multiple survey modes: Online (email, website, SMS, & social media), Telephone, and Mobile-offline. 
  • Real-time survey monitoring and reporting. 
  • Automated data analysis. 
  • Qualitative and quantitative data analysis. 
  • Customizable dashboard. 
  • Customizable reports. 
  • Integration with existing business tools. 
  • User-friendly interface. 

5. How often should you conduct customer satisfaction surveys?

The frequency of conducting your customer satisfaction survey depends on the type of business and your customer base. 

You can conduct the survey on a regular basis, like quarterly or bi-annually. Or you can also send a survey after specific interactions, such as a purchase or a customer support call. 

It’s important that you also consider the frequency of other surveys as well. It’s best to find a balance between all the surveys you send your customers not to overwhelm them. 

6. How do you choose the software right for your business?

You should first consider the reason for requiring customer satisfaction survey software for your business. You should then consider the type of surveys you want to conduct, the customer base, and the frequency. Finally, you should consider the level fo customization offered by different tools, the channels for survey distribution, types of analysis, and your budget.

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