The best and the only way to measure customer satisfaction is to communicate with your audience.

And, a customer satisfaction survey is an ultimate way to connect with them. It acts as a bridge between a company and its customers.

Companies can know what their customers are expecting and work on satisfying them.

What are the five must-ask questions for a Customer Satisfaction Survey?

Even though there are many questions you can ask, we have listed five types of questions that will give you a good result.

• Did we match your expectation?

This question plays a vital role for your CSAT score. Your customer will rate you not only based on your product/service but also based on the overall experience. This question will give your customers the leverage to rate you in all the aspect.

• Can you share your memorable experience with us?

Creating a memorable experience for your customer with every interaction is crucial. And asking your customer to share the experience is even more critical. It creates a recall value. When your customer answers this question, they will go through the same experience all over again, mentally.

• Don’t like anything? Let us know!

This question is an excellent way to give your customers the space to let their frustration out. Any discomfort caused to them because of you should always be addressed. And giving them the opportunity to talk about it freely will provide them with hope. This might also help you in retaining your upset customer.

• How would you describe us in one word?

It is an excellent way to know what your customer thinks about you. Yes, I know; the purpose of the entire survey is to understand that. But this question specifically can do wonders. The answer would be straightforward.

• We want to impress you more. Tell us how!

Inviting suggestions from your customer gives them a sense of being essential and wanted. It also gives you clarity of the exact needs of your customer.

How many questions can the survey have?

Ideally, the survey should not have more than 10 questions. Choose the correct type of questions to avoid unnecessarily lengthy surveys. Question types like matrix questions are a wise choice. Here, you can club similar questions into one. Not just matrix questions, the branching question feature is another excellent tool that can be used to make the survey more powerful.

What is CSAT score?

CSAT score (also called as CSAT index) is a metric to measure the satisfaction level of customers. A customer satisfaction survey gives a feeling or an idea of the satisfied customers. But, CSAT score quantifies the idea and presents it in the form of a percentage. A customer is satisfied if they have rated your product/services 4 or 5 on a five point rating scale.

To calculate CSAT score, take the number of satisfied customers, divide it by total number of responses and multiply this number by 100.

Say, you have collected 100 responses, out of which 73 are satisfied customers, then the CSAT score is 73%

Is it necessary for the survey to be white-labeled?

White-labeling the survey is important. This brings a sense of security to your respondents. Filling in information in a survey form is personal for the respondents. It depends on the equation that the respondents share with the surveyor. Naturally, when the survey doesn’t talk about the company, it becomes difficult for the respondent to rely on it.

For example, when a survey is shared and the survey link doesn’t have the hosting company’s name in it, customers become skeptical about it. They tend to avoid clicking on such links. Whereas when the URL is from the same hosting company, they feel assured. Again, while filling up the survey form, the respondents must relate to the aesthetics of the survey. It creates doubt if it is entirely different from the surveyor, resulting in an incomplete or false response.

Here’s a short video with more tips