We all know that customer satisfaction is essential to the survival of your business, but how to find out whether your customers are satisfied or not? It's very simple - just ask them!
But what you ask your customers is as important as asking in the first place. When and how often you ask them is also important. But what you do with customer feedback is the most critical part of improving customer satisfaction. If you're not analysing your results you might as well stop collecting customer feedback altogether.
Let's say you want to start collecting customer feedback in your LiveAgent conversations, but don't know where to start. There are customer feedback tools, such as Nicereply, which integrate with LiveAgent and make it easy for you to start measuring customer satisfaction in no time. You can embed your survey:
The first thing you need to decide is what satisfaction metric you'd like to measure. Nicereply offers three metrics:
If you'd like to learn more about different satisfaction metrics or want to know how to choose the right metric for your company check this blog post.
After you decide which metric you want to measure you need to choose one of the previously mentioned distribution options.
If you choose email template, you copy Nicereply survey code and insert it into your LiveAgent email template. The survey will be placed in their signature and customers will be able to rate your agents after each interaction.
If you choose to send out surveys automatically after resolution (we call this a trigger) you set it up and Nicereply will start scanning the status of your tickets on a regular basis. After a ticket is resolved a survey is triggered by this event.
If you choose Net Promoter Score campaign you create a list of contacts and set up your campaign. Your NPS survey will measure customer loyalty and you'll be able to identify your company's promoters. You can get more ratings in different stages of the buyer’s journey with less effort thanks to Nicereply NPS Autopilot. Autopilot will automatically resend your NPS campaign after selected period of time (for example every 3 months) and you can compare results each time you resend the campaign.
And finally if you choose Nicereply chat plugin you will be able to measure customer satisfaction after each chat session.
The best time to conduct a satisfaction survey is when the experience is fresh in your customer's minds. A customer's response may be less accurate if you wait, because they might forget important details about interacting with your company. If you incorporate satisfaction survey directly into your signature, customers will be able to rate you after every single interaction and you’ll receive real-time feedback. On the other hand if you measure customer satisfaction after resolution (when a chat session is ended or a ticket is resolved), customers will be able to express feelings about their entire experience with your company, not just one part of it.
Thanks to Nicereply Autopilot feature you can also set up your NPS campaign to be distributed to your customers automatically after specified period of time (for example every three months).
There are so many great ways to ask for feedback, and each option gives you a slightly nuanced response. Nicereply allows you to customize survey questions to ask the exact question you have in mind. You can choose different rating scales and add follow up questions. The survey world is your oyster!
We’re big fans of mixing it up and trying new things. Below you can find multiple different ways you can ask your customers what they think of your service or your product!
When your customers interact with your support team, you might send out a survey after resolution asking if they were satisfied with the interaction. These survey results are compiled into a customer satisfaction rating - CSAT. There’s many different ways to ask customers for their feedback after the resolution of a conversation. Here’s just a few:
Some teams choose to include a link for feedback at the bottom of every email. Nicereply’s team uses this format for every email they send to customers. It means you don’t have to wait until the end of conversation to find out how customers feel. Customers can provide feedback as soon as the conversation isn’t meeting their expectations and the support team can jump in to turn the situation around. Here’s a few:
A frequent concern of support managers is that the feedback they get through surveys is too focused on the product, while ignoring the support experience. The comments from customers aren’t actionable for the support team, and it feels like the support team doesn’t have control over the score when customers are focusing on product functionality.
But small changes in the question you ask your customers after support interactions can help get more actionable, support specific feedback.
When customers aren’t responding to your surveys consistently, it’s tough to fully understand what your user base thinks. The estimate is that only 1 out of every 26 unhappy customers will take the time to complain. To hear from the other 25 customers, you need to make it as easy as possible for them to give feedback. That means short surveys, easy to understand questions and one-click feedback options.
Sometimes you don’t just want to know how your last customer service interaction went, but how your customers feel about your company in general. While CSAT questions focus on a transaction, there’s other questions you can ask to focus on the total experience. We call these questions “relational questions”. Relational questions ask customers to think about the big picture. They give you great insight to why your customers stick around – or if they might have one foot out the door. Try asking customers relational questions a couple times a year to.
The most important part is to start measuring customer satisfaction — but you can’t stop there. It’s also important to put processes in place so that you can learn from what your customers are telling you.
Especially since feedback can come through many channels: email, NPS surveys, CSAT surveys, reviews, and more.
There are 3 steps that can help you put structure around your customer feedback, so your team can learn from it and constantly improve.
When you get customer feedback, it’s almost always a good rule of thumb to ask a follow up question. Don’t just say, “Thanks for the feedback!” and run away with it. You need to dig in deeper for two reasons:
Customer feedback is only useful if you can find it, make sense of it on the whole, and track trends in it.
If you’re using LiveAgent, you can see customer feedback directly in the rated ticket. You can also analyse your Nicereply rating feed and see the rated agent, customer that gave specific rating and take advantage of improved analytics including various trends and charts.
How should you slice and dice your customer feedback once it’s all organized? That’s up to you and your team. Here are some examples that may help you decide how to segment your feedback:
Asking questions and organizing messages is only useful if you share customer feedback with your whole team. That way everyone can benefit and learn from it. A few ways you could do this include:
Last but not least, don’t forget to reward your customers and show them you appreciate their feedback!
Teams that conduct customer satisfaction surveys can easily calculate the expected risk of unhappy customers. By putting a number to the importance of customer satisfaction, you can have more meaningful conversations with your boss and company about investing in your team.
Commit the entire team to improving customer satisfaction day in and day out. Measure your progress, and enjoy the benefits. Creating a useful customer survey is no easy task, but it’s worth pursuing.
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