Posts published by Dayne Shuda

How To Use Surveys To Gauge Customer Loyalty

Survey Tips

Have you heard about the Net Promotor Score (NPS)?

In this article, we look at the NPS and how to use surveys to gauge customer loyalty.

Defining the NPS

This is a tool you can use to gauge the loyalty of your customer relationships. The score is based on the responses to one question: “How likely is it that you would recommend our company/product/service to a friend or colleague?”

The scores are created like this:

Promoters have a score of 9 to 10 (on a 0-10 scale) and are likely to buy more and recommend you to others.
Those with a score of 0 to 6 are called Detractors and aren’t considered value-creating customers.
People who respond with a 7 or 8 are called Passives, and they fall in the middle.

You calculate the net promoter score by subtracting the Detractors from the Promotors. (Passives count only towards your total of respondents which decreases the percentage of Detractors and Promotors.)

Using a Survey

A customer survey is a great way to measure customer loyalty and your NPS.

When you use a survey, you can quickly tell exactly how your customers view you.

You can then use your results to enhance your business and increase customer loyalty.

Follow these four steps when using surveys to gauge customer loyalty:

Create a survey that asks customers how likely they’d be to recommend your company on a scale of 0-10.
Analyze your data using the NPS scale mentioned above.
Reach back out to the customers who expressed the most loyalty towards you. Continue to nurture them through your marketing channels to increase the likelihood they’ll be your brand advocates.
Follow up with customers who are the least likely to recommend you (or not at all) to find out what you can do differently.

Final Thoughts

Are you currently using the NPS to determine your company’s rate of customer satisfaction? Have you thought about sending a survey to gauge customer loyalty?

Because your relationship with your customers is so important to your growth and retention rates, it’s a good idea to check in and see just what they’re thinking. (tweet this)

Customer loyalty is key to your business growth. Loyal customers shop with you again and again. They are your brand ambassadors.

Measure your company’s customer loyalty through a survey to learn how well you’re doing or where you can improve. This is a key indicator of potential growth.

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: freestocks.org

5 Customer Satisfaction Survey Best Practices

Survey Tips

Do you know what your customers think about your business, your products and services or your staff?

Have you ever asked them?

A customer satisfaction survey is a great way to find out how your customers perceive you and to gain feedback so you can improve your products and systems.

When you send a survey to your customers, you’ll gain valuable data that you can analyze and then turn into action. (tweet this) This in turn helps you increase your strengths, work on your weaknesses and grow your business.

In this article, we look at five customer satisfaction survey best practices to help you send accurate, relevant surveys to your customer base.

#1: Have One Objective

Are you already saying to yourself, “But, wait, I have so many questions to ask?” That may be. So, in that instance we’d suggest sending several surveys spaced apart during the year.

The best practice when it comes to surveys is sending one survey with one very well-crafted objective.

Sit down with your team and find out what feedback you really want.

Do you want to know how your customers perceive a specific product or service?
Are you after their perceptions of your customer service?
Maybe you’d like to find out what they think about a new product you have in mind.

The possibilities are endless, and you do want to make sure that the objective of your survey is something you’re actually willing to take action on.

For example, if you ask several questions about your customer service, be sure you’re willing to do what it takes to help your staff improve.

When designing your survey, narrow down your survey goal. Once you have your goal, you can compose your questions. Be sure you stick to only the questions that apply to your one survey objective.

By doing this, you keep your survey focused. You also end up with better response rates because you won’t frustrate your respondents by bouncing all over with your questions and topics.

#2: Be Succinct

Now that you’ve narrowed down your objective, it’s time to come up with the questions. Brain storm questions so you have a pool to choose from.

The best surveys are short with very specific questions.

A general rule of thumb and best practice is to keep your survey under 10 questions. Better yet, make sure your customers can complete the survey in less than five minutes.

According to one study, adults lose their focus after just eight seconds. That means you have less than 30 seconds to grab their attention, convince them to take your survey and keep them interested.

Bottom line – the shorter the survey, the better chance you’ll have for a high response rate.

#3: Don’t Double Up

Make sure that you only ask one question per question as well. Sometimes survey writers are tempted to ask two questions in one. This isn’t a good idea. Make it easy on your customers so they don’t have to think too much to answer your questions.

For example, let’s say you want to know about customer service, and you ask this question, “Did you like the service you received in the deli department and the checkout lane?”

You aren’t going to get an accurate answer for either of these because while they seem related, they aren’t.

Don’t fall into the trap of asking two things in one question. Break your questions apart so your customers are very clear what you’re asking.

In the above example, they may have had a terrible experience at the deli counter and a lovely one at your checkout lane.

When offering check-boxes, don’t forget to also give respondents the chance to answer your question by selecting other or not applicable. Then, give them a text box for their answer.

This also helps ensure you get relevant answers.

#4: Test Your Survey

As with all things marketing, it’s a best practice to test your survey. Send it to your employees, a few friends or trusted advisors.

Ask them if it makes sense. Find out how long it took each one to complete the survey. Visit with them to learn if the whole survey made sense, and if they found it interesting to complete.

If you get positive feedback, that’s great, and you’re ready to send. If not, go back and revise what you need to so you can get the most valuable, relevant data from your customer satisfaction survey.

#5: Take Action

It’s a common problem – businesses send out surveys, compile the information, analyze the results, and then it sits on someone’s desk for months.

If you want to show your customers that you care about their feedback, you must take action on your results and share it with your customers.

Tell your customers what you learned. Then, explain to them what you’re going to do as a result of their feedback.

When you follow up with your customers, you show them that you value them, their feedback and their time. You increase their loyalty with your company and show them their opinions do matter.

What’s more, they’ll be happy to complete any other surveys you send them because they’ll feel like they have a voice and a say in your company’s products and surveys. This in turn confirms their reason for doing business with you.

Final Thoughts

While it may seem hard to craft your survey, it can be even harder convincing your customers to complete your customer satisfaction survey.

Your customers are busy, and as you build your survey, there are a few things to remember for the best responses. Make sure the following is in place before you send your survey:

A reason for them to complete the survey should be clear. For example, they are current customers with a connection to your business.
They believe they’re making a difference by completing the survey.
The survey is incredibly easy to complete.
There is a reward at the end. Consider offering something like a drawing or extra loyalty points for their efforts.

Now that you have five customer satisfaction survey best practices, you’re ready to begin building your survey so you can make the best decisions about your business, increasing customer loyalty in the process.

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: Clem Onojeghuo

5 More Questions To Ask In A Customer Satisfaction Survey

5 Questions To Ask in a Customer Satisfaction Survey

Survey Tips

You’ll find that when crafting your survey, you have several options.

First, you can ask open-ended questions. These questions don’t necessarily have an expected response, and they allow the respondent to craft their own answers.

Another type of question is the matrix or closed-ended question. This type of question allows you to collect stats and come up with uniform data.

In this article, we look at five more questions to ask in a customer satisfaction survey, and we’re going to look at the matrix question. Let’s define it now.

The Matrix Question

Matrix questions allow you to aggregate stats because they ask respondents to evaluate one or more rows of items using the exact same column choices.

Using the matrix question, you can also use a rating scale, which is a variation of the Matrix question. This allows you to assign weights to each answer.

Now let’s look at five more questions to ask in a customer satisfaction survey using the Matrix question.

We look at how to phrase the questions and set up the rankings for the best results and which questions are ideal for your product or service.

#1: Matrix with Choices

You can compose a Matrix question that allows respondents to pick one answer per row.

For example, let’s say you just bought a car, and the dealer sends you a survey. One of your Matrix questions might look something like this:

The following qualities were important in my sales manager:

The list would include qualities like approachable, qualified, honest and believable, while the radio button options for each of the qualities would include options to check that include extremely important, very important, somewhat important, slightly important and not at all important.

By keeping your options short and specific, you’re more likely to get accurate responses.

#2: Matrix with Multiple Answers

In this question, your respondents can provide you with multiple answers.

Using the above example, you might revise the question. It would state, The following qualities are important in my: (select all that apply):

Then, for the options, survey takers are presented with a sales manager, finance manager, and general manager. For each of those rows, respondents can choose from approachable, qualified, honest and believable.

With just some slight re-working, you can find out how each member of your team performed during the sale of the car.

#3: Matrix with Drop-down Choices

Another option is to include a drop-down menu for respondents.

The question from the above examples could again be re-worked to look like this:

Select the team member you worked with, along with their name and let us know if they were helpful.

To accomplish this, you’d list each of the team members (sales manager, finance manager, general manager) vertically.

Then, in each of their corresponding rows, you provide drop downs for respondents to check the team member’s name and another one to click whether they were helpful.

#4: Matrix with Rating Scale

The Likert Scale allows survey takers to give a rating for the question on a scale from 0 to 10.

You would mark your scale by two endpoints from lowest to highest.

This type of question is especially helpful when evaluating products.

#5: Contingency Question

Finally, another option is the contingency question. You would ask this in a customer satisfaction survey to weed out people you don’t want responding to your survey.

For example, before sending respondents through to your Matrix question(s), you might ask them questions to find out if your survey still applies to them.

Final Thoughts

Matrix questions are a quick and easy way to build your survey. They are efficient and allow you to collect a lot of data in one question.

You do need to be careful when using them, though.

A table of Matrix questions can be overwhelming on a mobile phone.

So, let’s say you have six rows across, and respondents can choose from five answers. You can break each row up into its own question. You then end up with six separate questions that all have the same five possible answers.

This makes it easy for mobile phone users.

You also want to keep your Matrix questions short. In any given group, stick to five or fewer options. This helps ensure your respondents answer each row accurately, and that they don’t select the same answer for each question.

Matrix questions are overall a great way to get and interpret your survey questions. Just be careful to keep them short and simple to encourage accurate answers. (tweet this)

Surveys help you make the best decisions for your business. Are you ready to get started with your free SurveyTown trial? Start with your free account today, and you can upgrade at any time.

Image: Alejandro Garrida Navarro

What Makes Your Survey Statistically Significant?

Survey Tips

What is statistical significance? For some, the term can be misleading. So, before we answer the question, “What makes your survey statistically significant,” let’s determine just what we mean by the term. Let’s break it down:

The word significant to most of us means something is important.
For statisticians, significant means something is probably true, and it leaves nothing to chance.

Bottom line – in surveys, something that is significant is most likely probably true, but it doesn’t always have to be important. So, the “trueness” of your survey is what’s important.

According to one source, your survey is statistically significant when it is large enough to accurately represent the population sample being surveyed.

This brings us to the topic of this article. We’re going to look at how many people you need to respond to your survey for it to be statistically significant. In other words, how many respondents do you need to trust your survey results?

You’ll find there are a few things to take into consideration when considering if your survey is statistically significant.

Population Size

When we talk about population, this is the group of people to be surveyed. As your population grows, you can usually get a better response.

Sampling Error Tolerance

Ask yourself how accurate your results should be. If you are surveying your population with soft questions, your results don’t necessarily have to be spot on.

If you’re making major business and financial decisions, you have little tolerance for sampling errors.

Response Variance

Consider your survey as a moving object. If you begin your survey, and the responses are all very similar, then perhaps you don’t need to continue the survey.

If the answers are vastly different, you might continue with the survey, polling more and more of your population.

If the variance is large, you would continue to survey for more statistical significance.

Final Thoughts

Now that you know what makes your survey statistically significant, you want to know how many people to invite to your survey.

If you know your expected response rate, you can decide how big of a population to survey.

For example, if you want 100 responses, and you expect that 25% of the people will respond to you, you should invite 400 people to take the survey.

The math is straightforward: 25% of 400 people is 100 responses. Here’s another example:

If you want 1000 responses, and you expect that 30% of the population will respond, you should invite 3,333 people to your survey.

The formula is n (respondents needed) divided by the response rate percentage equals the number of surveys to send.

In the long run, it’s always better to invite more people then less, especially if you don’t know how many people will respond. (tweet this)

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.

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What Is A 360-Feedback Review?

General

Performance reviews happen in companies the world over, and some of them are done well, and others aren’t.

In this article, we’re going to talk about how to conduct employee reviews so you can see the entire picture of your team members’ performance.

We ask the question, “What is a 360-feedback review?”

The 360-Feedback Review

As the name implies, the 360-feedback review provides a full-circle review of each member of your team.

While you’re most likely familiar with the traditional annual or semi-annual review, this type of review is a bit different.

How? The traditional review only involves the manager and the employee, so there is only one opinion involved. The traditional review is appropriate in many instances, but it doesn’t give a total snapshot of the employee as a whole.

With the 360 review, which is not a performance review in the traditional terms, the employee is given the feedback needed to develop business and interpersonal skills.

The 360-feedback review provides the following:

An identified place to begin working on new skills.
A way to measure progress. For example, if your employee needs to improve conflict management skills, you have a starting point to begin measuring progress.
The chance for you and the employee to identify personal blind spots of behavior that the employee may not notice. For example, the feedback review may alert you to personality issues or traits that bother co-workers.

Just remember: the traditional review is about the job the employee is doing, and the 360-feedback review is about the employee personally.

Who Participates in the 360-Feedback Review?

A team member’s co-workers provide the feedback on an employee’s performance. The manager requests this information.

The co-workers who participate may include:

The boss or manager
Peers
Other employees who come into contact with the employee

The best part of the 360-feedback review is that you can gauge your employee’s performance from 360 degrees of your organization. (tweet this)

Co-workers can weigh in on the skills and contributions of the reviewed employees. They’ll let others see how they feel about the employee’s contribution and performance. Areas they’ll weigh in on include:

Leadership
Teamwork
Interpersonal communication and interaction with employees and customers
Management
Work habits
Accountability and punctuality

How Does the Feedback Work?

You’ll find a few different methods for gathering feedback about your employees.

In most businesses, the managers request and receive the feedback. They then analyze the feedback paying particular attention to the employee’s behavior. They aren’t just looking for the negative feedback but the positive as well.

The goal is not to degrade the employee, but to give them important information about how others view his work and his work habits so he can improve.

Some businesses hire external consultants to administer the surveys. This is most often true if it’s the manager receiving the 360-feedback review.

Other companies use electronic employee surveys to look at the results objectively in an electronic format.

With electronic surveys, employees can score their peers using supplied answers as well as open-ended questions.

Let’s look at how to use electronic 360-feedback surveys.

Crafting the Electronic Survey

One of the easiest and most effective ways to craft a 360-feedback survey is to do it electronically using an online survey software. You can also use the system to help you categorize and compile your results.

As with all surveys, don’t overwhelm your staff with survey questions. Think about what you’d exactly like to learn and only ask the questions you’ll use.

If you’d like to get started developing your own 360-feedback survey, here are some areas to concentrate on. Be careful, and don’t concentrate on all the areas at once.

Ask too many questions, and you’ll lose the concentration of your survey respondents. You might find they carefully consider the first questions and just start clicking buttons if it’s too long.

Here are some ideas for your 360-electronic feedback survey:

Ask questions about leadership skills such as delegation, listening, approach-ability, communication, coaching, decision making and management.
Pose questions about communication skills that include how the staff member listens, how clear they are, and their speaking and networking skills. Don’t neglect to ask about their non-verbal behavior, their ability to give and receive feedback and how they handle constructive criticism.
Another area to concentrate on is team skills including their ability to work as part of group, listen to others and their openness to the ideas of others.
Ask about organizational skills – can they handle projects, multi-tasking, logistics and fine details?
You also want to know about their problem-solving skills – how do they identify problems? Are they creative in solving them? Can they brainstorm and come up with solutions?
When helping employees grow, other good questions surround their interpersonal skills and include empathy, confidence, stress management, how positive they are, their negotiation skills, enthusiasm and personal appearance.

Final Thoughts

The 360-feedback review is valuable for companies and employees.

The review provides a chance to address core competencies and provide opportunities for developmental progress.

The 360-feedback survey allows employees a chance to see how they measure up in the areas of work as well as interpersonal skills.

This feedback review isn’t about their performance, but how they can grow as people and as workers.

You’ll find that the 360-feedback review allows managers to help their employees grow so they are the most productive employees possible.

Today’s workers appreciate this type of feedback. It helps them learn more about their strengths and weaknesses while justifying training and development opportunities.

You’ll find that 360-degree feedback reviews are important to your company as whole as well as employees and managers.

Managers benefit because they get feedback from multiple sources, and they can improve their leadership skills and fine-tune their strengths
Employees benefit because as we mentioned earlier, they want to improve.
Your organization benefits with a more productive workforce and a culture that welcomes feedback and continual improvement.

Give the 360-feedback review a try in your company and learn how to help your employees reach their full potential.

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.

Images: Paolo Candelo

Getting The Right Feedback – The Impact Of Employee Engagement Programs

Survey Tips

According to a Gallup poll, employee engagement has been basically flat since 2000, and the number of engaged employees in the United States sits at just 32%.

Those are pretty discouraging numbers for many companies.

To help you increase your business’ employee engagement, we’re going to look at getting the right feedback – the impact of employee engagement programs.

First, let’s define it.

The Definition of Employee Engagement

Engaged employees care about your business, and they are committed to their work. In addition, they are even enthusiastic about their jobs and enjoy coming to work.

Your level of employee engagement has a direct correlation to the outcomes of your business and your overall financial success. (tweet this)

Your engaged employees are important for your bottom line because they wholeheartedly support your company, your mission and your vision.

Bottom line, employee engagement is the emotional commitment your staff has to your company and your goals.

When your employees are engaged, they work extra hours without being asked. They clean the bathrooms even if you don’t know they’re doing it. Engaged employees let that last customer in the door even though you’re already closed.

So, how do you know if your employees are engaged? You survey them.

The Employee Engagement Survey

Have you ever conducted an employee survey? They’re quite common for employees separating from a company, but many businesses don’t take the time to survey their current employees.

We advise you to conduct an employee engagement survey. It will show you how happy, or unhappy, your employees are, how invested they feel in your company, how they feel about morale, and if they are dedicated to your goals.

Here are a few more reasons to conduct an employee engagement survey:

Surveys give your employees a chance to voice their opinion. Surveys let your employees talk without fear of reprisal, and they get them involved in the inner workings of your company.
Surveys measure how engaged your employees are. You want to know how your staff feels about their pay, benefits, advancement opportunities, recognition systems, training opportunities and their overall work environment.
Surveys help you put together a strategy for improving overall employee engagement. You’ll most likely find a pattern in the survey responses so you can find ways to improve.
You’ll learn where you need to address leadership problems, office troubles and the general feelings about the office.
You can survey your employees several times during the year to see if you’ve improved from the first survey.

Essential Employee Engagement Survey Questions

To help you begin crafting your employee engagement survey, here are some questions you can consider asking in your first survey.

Ask employees if they know your strategic goals. Then ask them if they understand them.
Ask them if they know how the company is going about meeting its goals and objectives. Then, pose a question asking them what their role is.
You want to know if your employees see a clear link between their work and your business’ goals and objectives, so ask them.
Find out if they are proud to work at your company.
Ask them what they like best about their work.
Ask them what they like least about their work.
Craft a question to find out how they feel about their team and their team leader.
Ask them what inspires them to come to work every day.
Find out if they understand your company’s internal processes.
Ask them if they have enough information to get their work done each day.

Final Thoughts

Don’t underestimate the impact of employee engagement on not only performance, but your business.

The foundation of every successful business is firmly planted on the shoulders of engaged employees.

These are staff members who are dedicated to your mission, vision and goals. They are team members who’ll go above and beyond the call of duty even if no one is watching.

They are employees who are more productive, work harder and feel successful at their jobs. They enjoy coming to work each day.

Engaged employees care about the success of your business just as much as you do.

In today’s competitive work environment, isn’t it time you found out just how engaged your employees are?

Ready to get started with your free trial? Start with your free account today, and you can upgrade at any time.

Images: Crew

When Size Matters – How Many Questions Should Your Survey Have?

Survey Tips

Size matters in a lot of things – tall mountains, big lattes, cars that seat eight, waterfalls and more.

But, have you ever wondered when size matters in a survey? Have you ever wondered, “How many questions should your survey have?”

In this article, we look at the answer to these questions and explain why size matters when it comes to the number of questions in your survey.

How Many Questions Are Enough?

Short surveys have a better response rate. Additionally, surveys that stick to one topic also have clearer, more accurate responses.

When it comes to the number of questions, you want to aim for a five-minute completion time. If you go any longer than that, you’ll lose your respondents’ interest.

To keep your survey right at or under five minutes, ask no more than 10 questions. In fact, we suggest you aim for around five.

Craft Your Questions

Now that you know to keep your survey questions under 10 and ideally around five, it can be hard to decide what to ask.

The best practice is to first outline your survey objectives. (tweet this) For example, if you want to know what your customers think about your newest product, don’t ask them a question about the service they had at their last visit.

Keeping to one objective helps you stay on task and ask just enough questions to meet your goal. This helps you ditch the irrelevant questions and stick to what you need to know.

By keeping your survey questions to the minimum amount possible, you also encourage more respondents to complete the survey and not abandon it.

Final Thoughts

Finally, here are a few more best practices:

Don’t ask anything you aren’t prepared to take action on shortly after the survey.
Don’t ask misleading questions. Be clear and to the point.
Stay away from biased questions.
Ask only one question per question. Sometimes surveyors will stick two questions in one, and this only confuses respondents.

If you have several objectives or topics you’d like to survey, it’s a good idea to create a survey for each of them. Spread your surveys out over time so you aren’t bombarding your customers.

Ready to get started with your free trial? Start with your free account today, and you can upgrade at any time.

Images: Wil Stewart

8 Excellent Ways To Track Customer Satisfaction

Survey Tips

We live in a super-charged world today. It’s one in which your customer will let you know immediately if they are unhappy with your product or service because they’ll share it on social media or write you a bad Google review.

But, what about all of your happy customers? Or, the customers who might benefit from your product, but aren’t sure how to use it?

In this article, we look at eight excellent ways to track customer satisfaction so you not only learn when customers are unhappy, but you learn what they like and how you can improve.

If you want to stay on top of the competition, you want to actively track customer satisfaction every day.

#1: Customer Feedback Surveys

Perhaps the easiest way of all to track customer satisfaction is through the online survey.

Create a succinct, three-five question survey to send to your customers. Don’t ask leading, loaded or biased questions and include an open-ended question or two as well.

Decide what results you’re looking for when crafting the survey. Only ask the questions that are actionable. In other words, don’t ask questions if you don’t intend to take an action on the answer.

Online customer feedback surveys work, and they’re a terrific way to track customer satisfaction.

#2: Email

Tracking customer satisfaction through email is a valuable way to monitor your customer satisfaction rates.

When sending email, be personal and to the point. Don’t ask too much and use open-ended questions to elicit a response.

Always follow up if the customer is unhappy.

One of the best times to solicit feedback is right after your customer signs up to join your email list.

You can then send an automated email asking a single question. Here are some ideas:

What are you struggling with (in regards to your products/services)?
What feature would you like us to add?
Why did you join our list?
How can we make your life easier?

You can use email to send out your online surveys as well.

#3: Usability Tests

Usability tests are terrific because you have a captive audience trying out your product or service. They are dedicated to giving your test their all, and they are willing to be serious about providing feedback.

Just imagine that you developed a new iPhone accessory, and you give it to 50 people to try for a month.

You ask them to record their observations every day for the whole 30 days. You ask them what they like, what they don’t like and what they don’t understand.

After the 30 days are up, your trial users can give you a wealth of information about your product.

By tracking customer satisfaction through usability tests, you’re better able to anticipate further satisfaction when you launch your product.

#4: Customer Conversation

Another excellent way to track customer satisfaction is with the direct interview – one-on-one and person-to-person.

Understanding your customers and their wants and needs is done easily when it’s done face-to-face.

When you conduct personal interviews in conjunction with your electronic customer surveys, you’ll end up with a wealth of information.

Focus on your customers’ attitudes towards your product or service. Be specific and ask open-ended questions. You aren’t after a yes or no answer here.

Ask your customers about their usage habits. For example, how often do they use your product/service, in what instance and for how long. Uncover if there are other products they use as well.

If you want to really understand your customer and dive deeper into the level of their customer satisfaction, interview them in person. (tweet this)

#5: Website Feedback Boxes

You can track customer satisfaction through feedback boxes on your website or with one question website surveys.

Grab your customers while you are top of mind. For example, if you want to know what they thought of your checkout process, put a feedback box on your shopping cart page.

Offering customers a quick chance to let you know how they feel is a great way to catch minor problems before they get broadcast all over social media.

#6: Social Media

Monitoring social media is an untapped arena for many businesses, but one you should be using.

Social media is a wide open world where you have the ability to create a huge impact on your customer base. This is where you do your heavy relationship building.

Social media is also where you’ll learn if people are happy or unhappy with your service.

In fact, the amount of customer feedback on social media is unprecedented. Never before have people been able to express their opinions so vocally.

Be sure to monitor your social media conversations and attend to comments immediately, especially if they’re negative.

To help you track your customer satisfaction on social media, you can use the following tools:

Google Alerts – set these, and for free Google notifies you when your brand has been mentioned online.
Mention – this tool also lets you know when your business gets mentioned online. It works much better for social media monitoring. (This tool is not free.)
Socialmention – this free tool analyzes your social mentions and shows your range of influence, your ratio of positive to negative mentions and much more.

#7: Website Analytics

Some businesses neglect their Google Analytics, which is unfortunate because it’s a treasure trove of information.

By checking your analytics, you can glean what part of your website gets the most traffic, when and how often. You can also get a good look at user behavior while visitors are on your website.

Using your analytics is a passive way to track customer satisfaction as it doesn’t directly involve their input, but it’s still a good way to gauge customer traffic on your website.

Through your analytics, you’ll find areas of your site that need improvement, and you can learn how to better guide website visitors through your sales funnel.

#8: Focus Groups

Finally, one last way to track customer satisfaction is through focus groups. These are an excellent and relaxed way to talk to your customers.

Getting a group of people together encourages interaction and discussion. They might even provide some ideas for moving forward.

To Conclude

Now that you have eight excellent ways to track customer satisfaction, it’s time to get to work. Once you’ve picked a couple strategies for learning more about your customers, put someone in charge and set the ball rolling.

When you’ve completed your customer satisfaction surveys, tally your data, and then take action.

Let your customers know what you learned and what you’re going to do about it. This lets them know you value not only their input, but their time.

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: Binit Sharma