Customer Satisfaction Surveys: Success Metrics

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Interactive messaging — real-time communication between people and businesses through voice and text messaging — has become a vital part of doing business. Keep your users engaged with customer satisfaction surveys that are simple to create and send with interactive messaging.

Having this constant channel of communications with your customers is also valuable for tracking their happiness and satisfaction. This, as it turns out, is very easy to do.

By choosing which customer satisfaction metrics to track and sending customers surveys through texts, you position yourself for sustained long-term growth. Here’s how.

Example of a survey for a large airline using VoiceSage Rich Media Messaging

Customer satisfaction survey falcon airlines

Anticipate customer needs with customer satisfaction surveys

Before we get into how to track customer satisfaction metrics with interactive messages, let’s first look at which metrics to track. There are three main customer satisfaction metrics to choose from:

  • Customers Satisfaction Score (CSAT)
  • Net Promoter Score (NPS)
  • Customer Effort Score (CES)

Each one differs slightly and offers different perspectives on customer experience. For example, if you want to know why more customers aren’t referring your business, you’d use the NPS to find out why.

Let’s take a closer look at how each of these metrics works:

Customer Satisfaction Score

The CSAT is used to rate how satisfied customers are, overall, with your service. Customers are asked a question like, “How would you rate your overall satisfaction with the service you received?”

Customers rank their satisfaction using a scale from 1 to 3, 1 to 5, or 1 to 7, where each number on the scale corresponds to a level of satisfaction: 1 on the scale is equivalent to “very unsatisfied,” and 3,5, and 7 are equivalent to “very satisfied.”

customer satisfaction surveys shopping experience

[Source] CSAT is also shared using emojis to remove potential language barriers.

You can tailor this customer satisfaction metric so that it also measures satisfaction with your product, support team, and more. That way, you can identify which aspects of your business need to change or improve in order to keep customers happy.

Net Promoter Score

The NPS is used to measure customer loyalty and customers’ willingness to tell other people about your product or service. Customers are asked one question: “How likely are you to recommend these services?” and are ranked on a scale from 1 to 10.

Customers are ranked based on their responses:

  • 1 to 6 = detractors. These are customers who aren’t particularly eager to share information about your product or service with others. They’re the most likely to switch brands.
  • 7 to 8 = passives. These are customers who are generally satisfied and willing to recommend your product or service. But they’re also at risk of switching brands.
  • 9 to 10 = promoters. These customers are happy with your product or service and actively share this with their networks.

By subtracting the percentage of detractors from the percentage of promoters, you get your net promoter score.

customer satisfaction survey example

[Source]

Customer Effort Score

Just like CSAT and NPS, CES asks customers one question: “Did our company make it easy for you to handle your issue?” How customers answer tells you how much effort they need to put in to get an issue resolved. For example, long wait times to speak with customer support or support not being available for live chat will hurt this score.

From a scale of 1 to 7 — where 1 is “strongly disagree” and 7 is “strongly agree” — you can determine how easy or difficult it is for customers to use your product to solve a problem.

Calculate CES by taking the difference between the percentage of people who find it easy vs. the percentage of people who find it difficult to resolve an issue:

easy customer satisfaction surveys

[Source]

All of these metrics are ideal for interactive messages because they’re short (texts are limited to 160 characters) and don’t require much effort from customers. They only have to respond with a number.

Now let’s take a closer look at how to set up these surveys using interactive messaging.

Send surveys as interactive messages & rich media to boost response rates

Compared with emails, the open rate for text messages is much higher. In fact, texts have a 98% open rate and a 45% response rate. Since access to data is the best way to improve customer satisfaction, the fact that text messages have high open and response rates pretty much guarantees that you’ll get as much information as possible.

Track customer satisfaction metrics by sending surveys by text. When Express Gifts, a home-shopping service, needed to gauge customer satisfaction after each interaction, they used our platform to send surveys to their customers.

Express Gifts sent a short five-question survey to their customers to learn about customers’ experience so that the company could create a better service.

When is comes to sending surveys via text message, Martin Dove, strategy and transformation director at Express Gifts, explains that, “This data tells us how long they’ve been with us, their account utilisation, the frequency they order from us, how open they may be to an up-sell, and so on. It’s a great, and growing, resource.” All of this information is used to analyze the service and improve coaching and performance among their team.

You can do the same for any of the customer satisfaction metrics we’ve talked about. Depending on who you’re surveying, segment your customer list first. For example, since NPS focuses on the likelihood of people referring your business to others, target customers who’ve made more than one purchase. These are customers with experience using your product and are in a better position to tell you whether they’re willing to refer you.

Simply send your question and ask customers to send their response by text:

customer satisfaction surveys sms