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A customer experience survey enables a brand to gather a customer’s perceptions based on the experiences across various touchpoints. To determine the crucial touchpoints of the customers, it’s imperative for businesses to map their journey. Leveraging an entire customer experience management is essential for this.
For instance, you need to track the experience of your customers from the time when they considered your brand (for the first time) to when they become repeat customers. In this scenario, you must keep a check on what customers are saying about your brand at every level. By using a best-in-class customer experience survey, you can effectively measure customer experience as well as satisfaction across different touchpoints of their journey.
Being a crucial component for understanding what customers think about a brand, a customer experience survey empowers businesses to gain actionable insights into the overall customer journey as well as customer support. Here are some reasons why you should use customer experience surveys:
There are multiple surveys or metrics that you can use for tracking your CX. Based on the touchpoint in question and your specific requirements, you can pick up the right customer experience survey to measure your CX. Here are some CX surveys that you should consider:
“On a scale of 0 to 10, how likely are you to recommend our product/service/brand to a friend or colleague?”
After the respondents choose a score, they’re asked another question: “Why did you give us that score?” This is an open-ended question that propels the customers to give their feedback in detail. This follow-up question can help you gain insights into the customer pain points. Based on the score given by respondents, they’re classified as: Promoters (rating of 9 or 10), Detractors (rating between 0 to 6), and Passives (rating between 7 or 8).
“On a scale of 1-5, how would you rate your overall satisfaction with our product?”
“Please rate how easy or difficult was it for you to find a relevant solution to your problem on our website?”
Turn detractors to promoters. Increase Customer Loyalty. Get more customer referrals.
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While choosing a customer experience survey software, it’s important to consider one that can transform your organization’s growth by seamlessly tracking & optimizing customer journeys. Here are a few things to consider while selecting the software for your CX survey:
Create engaging omnichannel online surveys with advanced skip patterns, multi-media files, automatic device detection and more.
Read more about Voxco Online Survey Software
Create one click summaries, visual dashboards, uncover key trends and easily share the report with teams.
Read more about Voxco Survey Analytics
Voxco IVR can be used as a standalone, self completion survey option or in combination with other data collection modes.
Read more about Voxco IVR Survey Software