Customer satisfaction (csat) surveys: examples, definition & template

 
Customer satisfaction (CSAT) surveys: examples, definition & template

Consumers expect an exceptional experience with your company, and unfortunately, people talk about bad customer experiences more than they’ll brag about good ones. Research found that 86 percent of buyers will pay more for a better brand ex perience, but only 1 percent feel that vendors consistently meet expectations.

What are customer satisfaction surveys?

Customer satisfaction (CSAT) surveys are used to understand your customer’s satisfaction levels with your organisations products, services, or experiences. This is one type of customer experience survey and can be used to gauge customers needs, understand problems with your products and/or services, or segment customers by their score. They often use rating scales to measure changes over time, and gain a deeper understanding of whether or not you are meeting the customer’s expectations.

Why is customer satisfaction important?

Customer satisfaction is at the core of human experience, reflecting our liking of a company’s business activities. For example, Americans will mention a positive experience to an average of nine people and a negative experience to an average of 16.
High levels of customer satisfaction (with pleasurable experiences) are strong predictors of customer and client retention, loyalty, and product repurchase. Data that answers why a customer or client enjoyed their experience helps the company recreate these experiences in the future. Effective businesses focus on creating and reinforcing pleasurable experiences so that they might retain existing customers and add new customers.
Get started with our free customer satisfaction survey template

How do I measure customer satisfaction?

To understand how satisfied your customers are, you need to understand the drivers behind their experiences. The best way of discovering not only how your customers feel, but what has caused them to feel the way they do is by creating customer satisfaction surveys.
However, customer satisfaction feedback can be nebulous. Giving your customers a framework for their feedback – such as likelihood to recommend with a scale of 0 – 10 – can help you contrast and compare answers over time, as well as develop insights and action across multiple relationships.
Choosing the type of customer experience survey you wish to create will help you to develop a metric for measuring – and improving – your customer satisfaction.
Learn more about measuring customer satisfaction