It’s good to know how your customers feel. Let’s look at the two best questions to ask to finally understand customers frustrations and improve.
customer service survey
NPS Score: Measuring Customer Satisfaction
Survey Tips
For businesses today, the single most affirming action a customer can make is to come back to your business again. This is one of the true measures of customer satisfaction.
Your goal as a business owner is to ensure your customer’s happiness so they’ll return for a visit.
Right along with this and just as important is knowing your happy customers will tell others about you, and this is where the NPS (Net Promoter Score) comes in. An effective way to measure this is by actively asking for feedback through the net promoter survey.
In this article, we look at the NPS survey and how it relates to the customer satisfaction survey.
NPS and Customer Satisfaction Surveys
The Net Promoter Score is often calculated separately from the customer satisfaction survey, but it can also be part of it.
Remember that the Net Promoter Score survey is the way you learn your customer’s willingness to recommend your business to others.
It includes one question, “How likely is it that you would recommend x business to a friend or colleague?” The NPS survey uses a 0-to-10-point rating scale and people are categorized as either promoters, passives or detractors.
On the other hand, the customer satisfaction survey gauges how your customers feel about your services (both positively and negatively).
The customer satisfaction survey normally has five-10 questions, uses a rating scale of 1-10, and queries the customer on their experience, satisfaction and service delivery. It aims to find out how happy your customers are.
The customer satisfaction survey needs to ask more questions to come up with an overall rating, while the NPS only needs to ask one question.
Final Thoughts
The NPS survey and the customer satisfaction survey aren’t really interchangeable, but they can be used in unison when measuring customer satisfaction. (tweet this)
So, which is better? It could be that the two surveys complement one another. You might embed the NPS question in the customer satisfaction survey to give your team on the overall view of the customer’s satisfaction as well as their likelihood to recommend you.
Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.
Image: Mira Bozhko on Unsplash
How to Create A B2B Client Satisfaction Questionnaire
Survey Tips
Is the satisfaction of your clients important to your company?
If so, you want to survey them to make sure you’re doing things satisfactorily. You want actionable insights so you can make sure you’re providing your B2B customers the best service, delivery, management and more. (tweet this)
The business-to-business (B2B) survey is a bit different than the regular customer satisfaction survey. You may have thousands of customers, but you most likely have far fewer business partners.
Additionally, with the B2B questionnaire, you might even consider surveying more than one person at each business because multiple people might interact with your company.
In this article, let’s look at how to create a B2B client satisfaction questionnaire.
Questions to Ask
To help you create your survey, we’ve put together a list of questions for you to choose from.
Pick the ones that most pertain to your business, refine as needed and create your survey. Be sure to keep your survey short and succinct for the most responses.
- Are you currently working with us now?
- If not, is your work with us complete?
- How well did we handle your needs?
- Did we stick to your timeline?
- Did we meet your expectations?
- How likely are you to work with us (use our services) again?
- How likely are you to recommend our company to other businesses?
- Tell us about your experience with our billing department.
- Were you satisfied with our online ordering?
You can even get more specific asking questions about the ease of using your website, their telephone or email communications with your company, delivery issues and how they felt about their customer service representative.
To Conclude
To find out what your B2B customers think, ask them. Find out about their experience with your company and how they felt about your service.
Once you have those answers, you’ll know where you excel and where you have room to improve.
Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.
Image: Olu Eletu