Additionally, we have gathered several open and closed questions, tips for creating your survey and even a free questionnaire template to help you take the first steps.
Sounds interesting?
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When to conduct customer satisfaction surveys?
In short, a customer satisfaction survey can be applied at various times: after the first connection with your company, during the acquisition of a service or when the contract comes to an end.
Additionally, even if the negotiation doesn’t end with a sale, send your survey to the consumer.
This helps you understand more clearly why the customer chose the competitor’s course.
Want to know more?
Watch this video and learn how important satisfaction surveys are for your business:
What are the types of satisfaction surveys?
Now that you know when to conduct a ireland business fax list satisfaction survey, it's time to learn about the types that exist, which include:
Net Promoter Score ( NPS );
Customer Satisfaction Score (CSAT);
Customer Effort Score (CES).
Come with us to understand each one of them!
1- Net Promoter Score (NPS)
One of the most powerful tools when it comes to types of satisfaction surveys.
It allows you to find out how the customer evaluates your company.
Furthermore, it reveals how interested the consumer is in recommending your solution to other people.
Ultimately, you can predict the level of loyalty of students taking your course.
Reading tip: What is NPS? Find out how to calculate this important performance indicator
2- Customer Satisfaction Score (CSAT)
It calculates the percentage of consumers who approved the purchasing journey provided by your business.
Also known as Customer Satisfaction Index, this metric can be applied before or after the sale.
Did you find it difficult? Not at all!
Check out this video and find out more information:
3- Customer Effort Score (CES)
Literally translated, Customer Effort Score means Customer Effort Score.
That is: an indicator that analyzes how much effort was needed for your student to receive good service during any interaction with your company.
But how to calculate the CES?
Find out in this infographic produced by Opinion Box:
Source: Opinion Box
Types of questionnaire: discover 3 valuable options!
If you are looking for a more specific option, the Likert Scale is a great alternative for your business!
In short, it evaluates customers’ opinions and attitudes.
To this end, several measurement scale models are applied that focus on consumer behavior.
Basically, these are the most common types used in this methodology:
Likert scales for monitoring customer satisfaction
It is a metric that accurately analyzes the level of consumer satisfaction with a product or service.
Its distinguishing feature is the affirmative questions, for which the client must say whether they agree or not on various levels.
“Give me an example?” Sure! Just look:
“Does our call center support via email provide quick, complete and practical responses?”
( ) I totally disagree
( ) I partially disagree
( ) I neither agree nor disagree
( ) I partially agree
( ) I totally agree
Likert scales to measure customer difficulty level
Here the focus is on understanding how difficult it was for your user to put a new product feature into practice.
At the same time, you identify how your employees view changes in company policies.
To do this, use the following alternatives:
Extremely Difficult;
Very difficult;
Moderate;
Easy;
Very Easy.
Likert scale to find out the frequency of occurrence
Let's say your email campaign's subscription drop was higher than expected.
To find out what drives this audience behavior, ask your customers about the most appropriate frequency for sending emails.
Basically, it would be something like this:
Very Frequent;
Frequent;
NA;
Uncommon;
Very Frequent.
Or, if you wish, use this ready-made template:
Source: Agendor
How to conduct a satisfaction survey? Check out 5 tips!
The next step is to structure your campaign.
Below, we have separated some tips to help you get your idea off the ground.
Let's go to them!
1- Set a goal
First of all, understand the objective of the research, this will make it easier to formulate the questions.
