Do you want to know what customer satisfaction monitoring is? In this article, Optimamlmk will cover the types of customer satisfaction survey and the benefits of sending them to your customers. We will also share some examples of customer satisfaction for you to use. Ultimately, we will provide the best ways to send customer satisfaction surveys to maximize their effectiveness.
What is customer satisfaction in marketing?
User satisfaction is a feeling of satisfaction after the customer’s hopes and desires have been met, which are formed through the process of experience and accumulation when purchasing or using products. , services provided by businesses.
Currently, there are many concepts related to the concept of “customer satisfaction”, famous researchers also have their own findings:
According to Kotler (2000): “Satisfaction is a person’s feeling of satisfaction or disappointment as a result of comparing the actual performance of the product (or outcome) in relation to expectations. their”. This means that the level of satisfaction will depend on the hope and the results received. If the hope is higher than the actual result, the user will not accept it. If the reality is equal or higher than the hope, the user will not accept it. would accept or strongly approve.
According to Hansemark and Albinsson (2004): “Customer acceptance is an overall attitude of the customer towards a supplier, or an emotional reaction to the discrepancy between what the customer expected anticipate and what they perceive, with respect to the fulfillment of some need, criterion or desire”.
So it can be understood in a simple way that after purchasing and using a certain product or service, the customer will make a comparison between expectations and reality, from which it will express satisfaction. if reality is as expected or not if reality is.
Types of customer satisfaction survey
Net Promoter Score (NPS) Survey Analyze customer loyalty
NPS customer survey is widely used in many industries, so it can be a good tool to measure customer loyalty and acceptance of difficult competitors. NPS can also be used to identify detractors or customers who are likely to switch to a competitor or spread negative feedback about your business.
NPS surveys are often sent to customers via email or text message or remain as a pop-up/chat box on the website for some e-commerce businesses.
This survey usually starts with the question: How would you recommend our company/product/service to a friend or colleague? Please answer using a scoring method from 0 to 10.
The Customer Satisfaction Score (CSAT) survey measures user acceptance
CSAT customer surveys are used to measure customer satisfaction with your products or services (different from NPS surveys used to analyze customer loyalty) .
CSAT surveys include a variation of the question: How would you rate your approval of the products/services you received?
The CSAT score calculation method is as follows: CSAT index = (Number of customers accepting or more/number of survey participants) x 100. For example, you own 100 survey consultants and 70 of them are consultants. If you answer satisfactorily, or Strongly agree, the CSAT score will be: (70/100)x100 =70%.
CSAT customer surveys allow the unit to overcome passive feedback from individual customers and review the quality of specific products and services the business owns.
Aftermarket investigation or manufacturer experience
These user surveys are conducted with the purpose of gathering feedback about a buyer’s specific experience with a specific product or company experience.
After-sales testing is often used in conjunction with NPS testing when the NPS index is low <50 to help businesses understand whether they need to focus on customer service or product quality.
This type of customer survey is often sent via email to customers after they have purchased a product or used your service. Post-purchase surveys can be open-ended, but typically they will ask users to rate various aspects of their experience on a scale from dissatisfaction to satisfaction.
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