What is a Customer Experience Survey?
Keep a Pulse on Your Market and Create High-Impact Campaigns
A customer experience survey is a questionnaire designed to help you understand your clients’ attitude and behavior towards your brand, products or services and customer support. A customer satisfaction survey questionnaire is a vital tool to embrace to stay relevant and foster better relationships with your target market.
Customer satisfaction survey questions are meticulously crafted to obtain critical information about your clients’ interests. Many market players, from Fortune 500 companies to local businesses, invest in a customer experience campaign to develop better marketing tactics, retain existing consumers and get new clients onboard.
Ready to Make Your Customer Experience More Personal?
Connect with your clients in a multitude of ways using Rize Reviews’ customer satisfaction survey software and ensure consumer happiness and loyalty.
Rize Reviews offers a wide range of customer satisfaction survey services tailored to your branding and market needs. We leverage our reputation management software to automate your customer loyalty survey, drip email marketing and text campaigns.
Let us help you collect customer feedback and evaluate your success at providing customer support and producing content marketing materials. Get in touch with our customer survey company to learn more about our customer satisfaction survey services.
Launch Your Customer Loyalty Survey Today
Measure Your Brand Effectiveness and Improve Client Engagement
With numerous industries competing in the market, you can lose even your most loyal customers in the blink of an eye. Studies show that companies can experience a 45 percent decrease in customer value if clients are not satisfied with the level of attention and support they get.
An excellent way to boost your client retention rate and win more customers is to deploy a customer satisfaction survey and ensure any issue related to your client experience is immediately addressed.
Several companies, however, fail to launch customer loyalty surveys and drip marketing campaigns due to a lack of resources and expertise in the matter. Partner with our online survey company and differentiate your brand from the competition.
Our customer experience survey company determines the most appropriate online survey tools and methods that fit your needs and purpose. Let’s dive into the different types of customer satisfaction survey questionnaires you can send out to obtain market insights:
Net Promoter Score (NPS) Survey
A net promoter score survey is one of the most popular and widely adopted forms of feedback survey. NPS survey questions measure your clients' loyalty towards your brand and determine their willingness to promote your company to their networks. Businesses worldwide use this customer satisfaction survey to identify who among their clients are promoters, detractors and passives.
Customer Effort Score (CES) Survey
A CES survey determines how much effort it took your customers to interact with your brand or complete an action. This type of feedback survey is a great way to uncover problems with your clients’ online journey and test the effectiveness of your customer service. By following up directly after an interaction, you can identify any negative experiences and provide almost instant solutions.
Customer Satisfaction Score (CSAT) Survey
A CSAT survey measures your clients’ contentment with a specific situation, such as product usability or post-purchase experience. This customer satisfaction survey questionnaire is used by companies looking to understand consumer sentiment throughout a product life cycle. It gives you a clear idea of how customer satisfaction relates to your revenue.
Custom survey removes client confusion by adding brand elements, such as a logo, into your customer satisfaction survey form. It comprises customer experience survey questions that uncover why a customer experience exceeded, met or fell short of expectations. This type of feedback survey increases your response rate, boosts your brand awareness and strengthens your authority.
Visual Rating Survey
Visual rating survey is a type of customer satisfaction survey that allows customers to provide feedback through star ratings, smileys or thumbs up/down. It offers a seamless way to gauge customer experience and capture the effectiveness of your brand offerings. Visual ratings are typically seen on websites, restaurant surveys, eCommerce platforms and drip email marketing landing pages that cater to multilingual customers.
Small Messaging Service (SMS) Survey
An SMS survey leverages mobile phone features to collect data from respondents and survey on the spot. It allows you to direct clients to your landing page and have them answer a series of customer experience survey questions using only their smartphone. With more people inclined to take action over their handy mobile devices, an SMS survey presents a lucrative opportunity to increase your response rate.
Not sure which customer experience survey best suits your intent? Let our customer satisfaction survey company manage your survey and drip marketing campaign and help you get to know your clients more.
What Is Net Promoter Score?
Gauge Your Customer Management Success and Optimize Your Plans
Net promoter score is a metric used to evaluate your customers’ overall satisfaction with your brand offerings and customer service and determine their loyalty to your business. Net promoter score companies utilize the NPS score to predict business growth by assessing customers’ willingness to recommend your products and services to others.
Additionally, net promoter score survey results are used to determine the lowest cost of retaining your existing clients and the best way to acquire new ones.
Need help in improving your NPS survey results? Let our NPS company explain everything you need to know about NPS survey questions and NPS score calculation.
Understanding the NPS Score Scale
A net promoter score survey measures customer perception based on one question:
“How likely are you to recommend [company X or service Y] to a friend or colleague?”
Respondents provide a rating between 0 (not likely to recommend) and 10 (extremely likely). Depending on their response to your net promoter score survey questions, clients fall into one of three categories:
- Promoters are NPS survey respondents who give a score of 9 or 10. They are deemed highly likely to support your brand by purchasing more products or services or referring more people.
- Passives respond to net promoter score survey questions with a score of 7 or 8. They have the potential to switch to your competitors if the conditions are right.
- Detractors respond to NPS survey questions with a score between 0 and 6. They are unsatisfied customers who are unlikely to transact with your company again and may even provide negative reviews about your brand. If you have a significantly high number of detractors, you might need an online reputation repair solution to fix your bad reputation and successfully re-engage customers.
Do you know how many detractors, passives and promoters you have? Our NPS company leverages NPS survey tools to help you deploy net promoter score survey questions and analyze survey results.
How to Calculate Your NPS Score
You can use the NPS survey to understand the performance of your overall organization, from your individual products and web pages to your customer service support and employee satisfaction.
To calculate your NPS score, follow this formula:
(Total Number of Promoters — Total Number of Detractors) ÷ (Total Number of Respondents) x 100
A net promoter score between 0 and 30 is good but it means there is still room for progress. An NPS score above 30 indicates that your company is doing great in terms of maintaining customer relationships. Lastly, a score above 70 means your company is generating positive reviews. The higher your NPS, the more likely it will be for your positive word-of-mouth referrals to drum up new business for your company.
Net promoter score service companies advise that you do your best to avoid an NPS score of -100 to 0. A net promoter score within this range indicates that you need to level up your online reputation management (ORM) and social media follower growth strategy to improve your customer experience, keep current clients and attract new ones.
Do NPS survey tools reveal that you have a low net promoter score? Enlist our net promoter score service and let us help you increase your NPS.
Why Choose Rize Reviews
for Survey Campaign Management
Make a Massive Difference in Your Company Development
Rize Reviews takes pride in being one of the most trustworthy online survey companies providing a diverse range of review requests and non-review campaigns. From review generation and mobile app install campaigns to customer experience surveys and email and text marketing, we are one of the few online survey companies that consistently aims to improve our services and grow our expertise.
Here’s what you can expect when you choose our email marketing agency:
Need help in crafting your NPS survey questions and launching customer experience surveys?
Contact our customer experience survey company and let’s track your campaign responses in real-time.