Although it sounds obvious, sometimes it’s easy to forget that customers are the cornerstone of every business. As such, it’s extremely important to stay in touch with them– to know how they feel, what they think, and what they value in your products or services. Knowing this will help you improve your offering and boost customer loyalty in the long term. As such, sending out customer satisfaction surveys should be a regular marketing activity, especially if you operate in a market or industry in which the competition is diverse.
At one point or another, we have all seen a customer satisfaction survey, although they are less common than we may think. Why is that? Because most of the surveys that companies conduct don’t focus on the user experience related to their products or services, but rather on obtaining data or figures about customers’ perceptions and brand image. Fortunately, this approach has been gradually changing, and now it’s time for you to hop on the bandwagon. Let’s learn about satisfaction surveys and see how you can use them in your e-commerce marketing communication.
When it comes to running a business, research is crucial. Research takes on many forms, including market analysis, vendor research, long-form questions, or focus groups that can showcase what your target audience is like, their demographics, economic situations, and interests. However, as customer profiles constantly shift, research should be an ongoing process. By renewing your research efforts on a regular basis, your company will be able to develop, evolve, and become an even more reliable partner for your customers in the long term. So how can you collect the most data? Through satisfaction surveys!
Satisfaction surveys are a set of questions with the purpose of collecting both quantitative and qualitative data that will allow you to define and measure how satisfied customers are with a product, service, or even the purchase process. Because of their focus, these surveys should be sent to customers after they have made a transaction, visited an online store, or had an interaction with your company.
Have you ever made a purchase at a physical store or gone to the movies and then received a survey asking about your experience? That’s what a customer satisfaction survey is. Although they may seem similar to other surveys, the questions asked will depend on the objective they seek to fulfill.
To make it easier for you to gauge the satisfaction of your customers, we created a few post-sale customer satisfaction survey templates for you to use. Check out the templates below, feel free to copy and paste them, then start measuring the happiness of your clients.
Design your own templates
LiveAgent gives you the power to design your own customer email templates. Curious about all the opportunities?
We’re reaching out because [recently/on purchase date] you placed an order at [online store’s name], and we’d like to know whether [product/service] met your expectations.
To share your opinion with us, please fill out the survey linked below.
[Button: Fill out the survey]
We hope you are satisfied with your purchase, and we’d really appreciate your feedback.
The [online store’s name] Team
Not so long ago, you ordered [product/service at online store’s name], and we’d like to know your thoughts about it.
That’s why we’d like to ask you to answer a few quick questions. You can do so by filling out this form [link to the form] or simply answering the following questions by responding to this email.
After you have completed the survey, we’ll send you a discount code for your next purchase as a thank you for helping us improve our [products/services].
Can’t wait to hear back from you!
The customer Satisfaction Team at [company]
How do you like the [product/service] you bought [recently/on purchase date] at [online store’s name]?
Please share your opinion by clicking on the most relevant emojis below:
😕 not good
Would you like to add anything else? If yes, please answer this email and share your thoughts, or fill out this form: [link to the form].
We value your feedback!
[online store’s name]
Actually, there’s no one definite answer to that question. You could send a post-sale customer satisfaction survey to the same customer after every purchase they make. However, if your business model involves frequent purchases, or there are segments of clients who buy from you regularly, then it’s not the best idea to send out satisfaction surveys after each order. Imagine receiving exactly the same email from one company a few times per week. You’d get frustrated, wouldn’t you?
If your customers tend to purchase your products once or twice a month you can send out post-sale surveys after each purchase. If you have more frequent buyers, you can set a simple rule to, for example, send out a customer satisfaction survey after every second, third, or fourth purchase depending on the sales volume of your e-commerce business.
It’s quite common to reward customers for their help. Your customers don’t have to spend their time answering your questions – it’s you who’s profiting from the data gathered. As such, it’s a nice gesture to offer your customers something in return. You can provide them with a discount code for their next purchase, offer free shipping, or inform loyal customers about seasonal discounts earlier than the rest of your database, etc.
How to conduct a customer survey
Customer satisfaction is essential for the success of any business, and one effective way to measure it is through customer surveys. However, it is important to ask the right questions, at the right time, and use the feedback to improve satisfaction. Nicereply and Simplesat are customer feedback tools that can help with this process, integrating with LiveAgent to measure satisfaction in various ways. There are different metrics to measure satisfaction, such as customer satisfaction score and net promoter score, and different ways to distribute surveys, such as embedding it into signatures or sending it out automatically after a ticket is resolved. It is important to ask follow-up questions and organize the feedback to make sense of trends and take action accordingly.
Customer satisfaction survey questions
Customer satisfaction surveys are an effective way for businesses to assess how satisfied their customers are with their products, services, or processes. Studies have shown that a dissatisfied customer will tell others about their negative experience with a business, and it takes an average of 12 positive experiences to make up for one unresolved negative experience. Customer satisfaction surveys can help identify areas that need improvement and what works well. These surveys can include different types of questions, such as multiple-choice and open-ended, and should be kept short and optimized for mobile devices. Valuable feedback can be obtained by asking general or product-specific questions, such as overall satisfaction, usage, pricing, and customer service. By implementing customer satisfaction surveys, businesses can provide a better experience for their customers and increase the likelihood of repeat business.
The use of discount coupons is an effective marketing strategy that attracts customers and generates sales. Couponing is a digital marketing technique that involves offering discounts to customers, and it has been made easier with the use of technology. Email marketing is a popular way of delivering coupons to customers. Coupons increase customer loyalty, and they can be used to promote new products, recover abandoned carts, and reward recurring customers. Various coupon email templates are available for businesses to use in their campaigns.
E-commerce referral email templates
Referral marketing is a tactic used by companies like Amazon, Booking.com, Slack, and Airbnb to attract new customers. It involves incentivizing current customers to refer friends and family to the company. Referral marketing is proven to be effective, as 92% of consumers trust recommendations from people they know. It also leads to shorter sales cycles, increased ROI, and greater brand visibility. Companies can offer various incentives to customers for referrals, such as discounts, money to spend, gift cards, or physical gifts. Effective referral marketing requires ongoing incentivization and personalized customer experiences.
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