Customer Satisfaction Survey

Why use customer satisfaction surveys?

Measuring customer satisfaction (CSAT) is the key to improving customer experiences. While high levels of customer satisfaction may indicate high customer loyalty, lower levels may indicate a high risk of customer churn. 

A customer satisfaction survey is a great way to gauge your customers’ levels of satisfaction and how they feel about your product or service. 

There are several reasons using a customer satisfaction survey or CSAT survey is beneficial to your brand. The top ones are as follows:

1. Retaining happy customers is better than acquiring new customers

It costs six to seven times more to acquire new customers than it does to retain existing customers. Therefore, it is profitable to ensure your current customers are satisfied.  

2. Important indicator for customer repurchase decisions.

 If customers are happy with the interactions with the brand, it will lead to a continuous repurchase cycle leading to improved profits over the long run.

3. Low customer churn & High customer lifetime value

A totally satisfied customer contributes 2.6 times more revenue than a somewhat satisfied customer. Furthermore, a totally satisfied customer contributes 14 times more revenue than a somewhat dissatisfied customer. Satisfied customers lead to improve customer lifetime value for any brand.