Serving only your customers' needs is no longer a great way to keep them in your business. Today, what you offer can be offered to hundreds of others, making the competition tough. So, what makes a difference is customer experience. Providing a great customer connection works as a bridge to build deeper relationships. But how do you know about your customer's experience? Here comes the role of Customer Experience Surveys, which you will learn about in this blog.  

What are Customer Experience Surveys, and Why Use Them? 

CX surveys help you assess the experiences of your customers at different touchpoints. There are many ways to assess it, including multiple survey methods like NPS, CSAT, CES, Etc. Let's have a look at these CX survey methods and why they should be used.  

NPS Surveys 

It is a simple metric for gauging customer satisfaction and loyalty. It consists of a single close-ended question and a rating scale for answering it.  

CSAT Surveys 

CSAT is another simple metric with a structure similar to NPS. But unlike NPS, it gauges customer satisfaction for a particular event in their journey.  

CES Surveys 

Customer Effort Score is a metric that measures the efforts made by customers to access a brand's products and services.  

Transactional Surveys 

Transactional surveys refer to immediate surveys that are sent to customers right after they complete a transaction with the brand. They can take the form of customer experience metrics like- NPS, CSAT, or CES.  

Post-Interaction Surveys 

Post-interaction surveys assess customer satisfaction after a direct interaction with the brand, such as a customer service call.  

These surveys help you understand customer satisfaction or ease of doing business with you. It helps you track down the issues in your business for the customer. Hence, you can fix these issues to improve customer experience. 

Importance of Customer Experience (CX) Surveys 

In a business environment, the ends that meet directly with the customers, like your product, customer service, delivery, etc., always create an experience. This experience should always be great to ensure your customers are satisfied. That's where the CX surveys play an important role.  

From the beginning of a customer's journey, there are many touchpoints where a customer's experience can be good or bad. CX surveys help you gather these experiences to identify the pain points in your customers' journeys.  

Moreover, these surveys also play an important role in understanding the preferences and needs of customers. In any business operation, like product development, customer service, delivery, etc. improving based on customers' views is crucial.  

These surveys allow you to ensure that you are continuously taking customer feedback and making improvements accordingly. Moreover, these surveys also help you understand your brand's perception so that you can fix it if it doesn't align with what you want.  

10 Best Practices for Conducting CX Survey (+ Sample Questions) 

Have Clear Goals 

Make sure to align your surveys with your objectives. You can do this only when you have clear goals for what you want to achieve from the surveys. It's important to be focused on your customer experience surveys.  

Create a Short Yet Effective Survey 

You must create surveys that assess your feedback needs and don't contain any jargon. This will also increase your chances of getting a response from your customers, as simple surveys save them time.  

Keep Your Timing Right 

Make sure that your surveys reach the right people at the right time. For example, a post-interaction survey must be sent immediately after a customer finishes chatting or talking with your customer service agent.  

Add a Mix of Questions 

You must add different types of questions to make the responses more comprehensive. For instance, if you sent a CSAT survey for product review, adding an open-ended question can help you get the motivation behind the customer's rating.  

Tell Them What Your Survey Is For 

Let your customers know where the feedback data will go and how it will be used to build transparency and trust with your customers.  

Tailor Your Surveys According to the Customers 

Use existing customer data to personalize your surveys. For example, if John purchased a Shirt from you, mention John's name and the product he bought in the survey to personalize and pinpoint the response.  

Reward Your Customers When Possible 

Reward exchange is the best way to increase survey participation. Give your customers discounts, coupons, or points for their participation.  

Keep Your Survey User-friendly 

Make sure your survey is easy to attempt with no complex navigation.  

Do Testing Thoroughly  

A single technical glitch can ruin your CX survey program, so ensure your survey is working fine without any glitches.  

Take Action on Feedback  

Lastly, take action on the feedback you collected. Compare the results of your actions and let your customers know that your feedback is now implemented in your product, service, or other operations like customer service, delivery, etc.  

5 Sample CX Survey Questions 

1. On a scale of 1 to 10, how likely are you to recommend our product/service to a friend or colleague? 

2. Did our product/service meet your expectations? Please rate on a scale of 1 to 5. 

3. How satisfied were you with the ease of navigability of our website? 

4. Did our customer service team resolve your issue to your satisfaction? 

5. How would you rate the overall quality of our product/service?  

Conclusion 

To sum up, customer experience surveys are crucial to gauge the customer's preferences at various business touchpoints. But it's important that your surveys are simple, concise, and work properly so that you can get maximum and accurate responses. With great CX, you can ensure the growth of your business, as it directly affects some of the most important aspects like customer satisfaction, loyalty, and retention.