Understanding the satisfaction levels of your customers is a critical part of building and maintaining brand loyalty. Loyal customers are the perfect kind of customers. They repeatedly return to purchase your product or service. They tell their friends and family about their positive experience. They talk about you on social media. They may even be willing to pay more too.
Cultivating loyalty by maintaining high levels of customer satisfaction, leads to higher profitability, lower costs, a wider customer base, and a strengthened brand reputation.
None of this can be left to chance – organizations depend on the value they get from satisfied customers. It’s essential to understand your levels of satisfaction and a great way to do this is through an online customer survey.
Whether you sell a product or a service, there’s no second-guessing here; it’s critical to know if your offerings align with market demands. In a competitive world, customer satisfaction intelligence reigns supreme!
What is an online customer satisfaction survey?
To become more customer-focused and improve the customer journey, organizations need unbiased, valid insights to inform accurate decision making. An online survey is a quick and simple way to encourage your audiences to share their experience of your brand.
Ultimately, it’s about improving what you do to perfect your product and service in a way that meets expectations and impacts your bottom line. Surveys, hosted on a website, can help to highlight where you are doing things well and, perhaps more importantly, uncover critical issues in the customer journey that you may not have considered. They are also a great way to spot emerging trends.
[pull quote] “Any customer satisfaction and loyalty program worth its salt will prioritize understanding how businesses can create a best-in-class customer experience and keep customers happy during their whole journey.”
What will you discover with an online customer satisfaction survey?
A website survey can gather the following type of information to help you improve your customer experience (CX):
Having this knowledge is invaluable when it comes to retaining and attracting new customers. Satisfaction research helps you determine how well you are meeting the needs of your market and can be used to predict business growth. It also plays a key role in understanding how and what customers think about you and where you stand out.
Our online customer satisfaction surveys
Savanta works with clients across all industries to help them understand how satisfied their customers are. The goal is to ask the right questions that yield the right answers, which subsequently inform decision making around customer service and product satisfaction.
We identify penetration, frequency, NPS, in-store satisfaction, online satisfaction, and beyond. These invaluable insights enable organizations to craft a bulletproof customer satisfaction strategy – the bedrock of maximizing revenues and growth.
If you’d like to find out more about how we can help you with our customer satisfaction survey services, visit our Business Essentials Customer Satisfaction Research and our Customer Satisfaction and NPS research pages.
Further reading
Five benefits of customer satisfaction
Developing successful customer satisfaction loyalty programs
