The best and the only way to measure customer satisfaction is to communicate with your audience. And a customer satisfaction survey is the right way to connect with them. It acts as a bridge between businesses and their customers. Companies can know what their customers are expecting and work on satisfying them.

With SurveySparrow, you can create and manage a feedback loop that includes building a satisfaction survey using this template, sharing it to collect feedback, analyzing the responses, and working on improvements. Let’s look at the features that can help to do it.

CSAT Score

Customer Satisfaction Score (CSAT) is commonly used to gauge customers’ satisfaction with a brand. It is a crucial element in developing an effective Customer Experience Management (CEM) system and serves as a key performance indicator for organizations seeking to identify improvement areas.

CSAT helps businesses pinpoint customer pain points and take appropriate steps to reduce customer churn. The CSAT widget allows you to see your CSAT score daily, weekly, and monthly. You can also compare CSAT across different audiences. Use language property to choose the segment of the audience, and the device will show you the number of responses with a CSAT score.

For more on CSAT, check out this help article

Sentiment Analysis

Sentiment analysis identifies and categorizes the opinions expressed in a text as positive, negative, or neutral. Regarding customer feedback or surveys, sentiment analysis can help you understand how customers feel about your product, service, or brand.

Enable sentiment analysis for open-ended CSAT survey questions and know the most repeated words in the responses as a word cloud. A word cloud is a visual representation of text data where the size of each word corresponds to its frequency in the text.

So, based on the size of the terms, you can identify the key problems customers face. Understanding them can improve your product or service and have more satisfied customers.

Trend Graph

The Trend Graph feature tracks and analyzes customer satisfaction (CSAT) scores over time. With this feature, you can view CSAT scores weekly or monthly and gain insights into how customer satisfaction changes over time.

Using filters, you can also micro-analyze and understand the trend based on selected criteria. For example, you might filter by product or service type, location, or customer segment to see how CSAT scores vary across different groups.

By tracking CSAT scores over time, you can identify trends and patterns in customer satisfaction that can help you make informed decisions about improving your products or services.

For instance, if you notice a decline in CSAT scores, you can investigate the root cause and take action to address the underlying issue.

Multiple Sharing Options

Reach a wider audience and receive feedback from as many customers as possible using multiple sharing options. The CSAT survey can be sent to customers through various channels such as SMS, email, social media, or embedded on a webpage.

Providing multiple options for sharing the CSAT survey makes it easier for customers to provide feedback conveniently.

This can lead to higher response rates and more valuable insights that can help you improve your products or services.

Now let’s go through some FAQs about customer satisfaction surveys.

White Labeled Survey

Replace SurveySparrow branding throughout with your brand and own this customer satisfaction survey.

Use your survey backgrounds or find the right theme from our builder. Click and Apply! You can also change button colors and font styles to match your brand guidelines.

You can also use custom domains for survey sharing. Use your brand name in your domain to make your survey look authentic. This helps you get more customers to take up surveys.

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

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 in 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 allow your customers to rate you in all aspects.

• 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 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 allowing them 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 on the exact needs of your customer.

Different types of Customer Satisfaction Survey Templates

Customer Satisfaction Surveys can differ based on the customer satisfaction you want to measure. For example, product feedback, restaurant experience feedback, food quality satisfaction, SaaS user experience survey, etc. Listed below are different types of customer satisfaction survey templates.

• Customer Feedback Survey Template

This customer feedback survey template contains questions to collect customer feedback about their experiences with a product/service. It includes questions about various aspects of the customer experience, such as product quality, customer service, pricing, and overall satisfaction. The template also includes open-ended questions that allow customers to provide additional feedback and suggestions.

Click here to use this template

• Restaurant Customer Satisfaction Survey Template

This Restaurant Customer Satisfaction Survey is for restaurants to collect customer feedback about their dining experience. The survey includes questions about the quality of the food, the level of service provided by the staff, the cleanliness of the restaurant, the atmosphere and ambiance, and the customer’s overall satisfaction.

Click here to use this template

• Customer Experience Survey Template

This customer experience survey template can gather customer feedback about their experience with a product, service, or organization. It can be customized to meet the specific needs of the organization and the customers it serves. By gathering feedback through a customer experience survey, organizations can identify areas where they need to improve and make changes to better meet the needs and expectations of their customers.

Click here to use this template

• Customer Service Feedback Survey Template

A Customer Service Feedback Survey Template contains questions and prompts to collect customer feedback about their experience with a business’s customer service department.

It includes questions related to various aspects of the customer service experience, such as the helpfulness and knowledge of the customer service representatives, the speed of response to inquiries, and the overall satisfaction with the customer service experience.

Click here to use this template.

Tips on creating Customer Satisfaction Surveys

Here’s a quick video on creating effective customer satisfaction surveys. Businesses that measure customer satisfaction are 33% more likely to describe themselves as successful than those that don’t.

So how do you create effective customer satisfaction surveys?

1. Be clear
2. Be specific
3. Ask a lot of questions

Check out the video for more.