What is a customer satisfaction survey?
Different customer satisfaction scores
While the customer satisfaction score is generated through the customer satisfaction survey, there are other methods to evaluate facets of customer satisfaction. The overall customer satisfaction score can be viewed as the aggregate of information that is also collected from the below scores.
The Customer Effort Score
The Customer Effort Score (CES) measures customer satisfaction by gauging the ease of the customer experience.
The Net Promoter Score
The Net Promoter Score (NPS) measures customer satisfaction alongside its bedfellow – customer loyalty. It asks customers, “How likely are you to recommend this company to a friend, colleague or family member?”
Why use customer satisfaction surveys?
Example customer satisfaction survey questions
- How often do you use our product/service?
- What is your favorite part of the product/service?
- Which words would you use to describe our product/service?
(Life-saving, great, fine, it’s ok but there are issues, horrible)
- If you could, what would you improve about our product/service?
- How well does our product/service meet your needs?
(very well, well, ok, ok but there are issues, horrible)
- How would you rate the value for money of our product/service?
(Great, Above average, Average, Below average, bad)
- Were you able to easily find the information you were looking for prior to making a purchase decision?
- How responsive was our team in answering your questions?
- How well did our team answer your questions?
- Why did you choose our product/service over competitors?
- How likely are you buy from us again?
Building a Customer Satisfaction Scorecard Template
A customer satisfaction scorecard template is a quantitative measurement of your customer satisfaction survey. Using various survey questions, you can quantify the overall satisfaction of your customers. You can do this by applying a “number” to a customer’s level of satisfaction with various factors of your service. Afterwards, you can take the average for each response and score your customers overall satisfaction.