{"id":4166,"date":"2020-10-09T19:12:07","date_gmt":"2020-10-09T13:42:07","guid":{"rendered":"https:\/\/www.appjetty.com\/blog\/?p=4166"},"modified":"2024-12-13T14:28:31","modified_gmt":"2024-12-13T08:58:31","slug":"your-complete-guide-customer-satisfaction-surveys","status":"publish","type":"post","link":"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/","title":{"rendered":"Your Complete Guide to Customer Satisfaction Surveys"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_74 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#What_is_a_Customer_Satisfaction_Survey\" >What is a Customer Satisfaction Survey?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#Types_of_Customer_Satisfaction_Surveys\" >Types of Customer Satisfaction Surveys<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_CSAT\" >\u2192 CSAT<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_Net_Promoter_Survey\" >\u2192 Net Promoter Survey<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_Customer_Effort_Survey\" >\u2192 Customer Effort Survey<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_Milestone_Surveys\" >\u2192 Milestone Surveys<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#Types_of_Questions_to_include_in_Customer_Satisfaction_Surveys\" >Types of Questions to include in Customer Satisfaction Surveys<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_Multiple_choice_questions\" >\u2192 Multiple choice questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_Binary_scale_questions\" >\u2192 Binary scale questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_Rating_Scale_questions\" >\u2192 Rating Scale questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_Nominal_questions\" >\u2192 Nominal questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_Likert_scale_questions\" >\u2192 Likert scale questions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#%E2%86%92_Semantic_differential_questions\" >\u2192 Semantic differential questions<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/#Ready_to_take_satisfaction_to_the_next_level\" >Ready to take satisfaction to the next level?<\/a><\/li><\/ul><\/nav><\/div>\n<div style=\"text-align: justify;\">\n<p>Customer satisfaction is an essential thing for which businesses work day and night to achieve. Understanding your customers, solving their problems, fulfilling their expectations all put together lead to satisfied customers. Let\u2019s say you are doing everything to satisfy your customers, understand their needs, but how to figure out the current satisfaction rate of your customers? How are you going to evaluate if sales and marketing strategies or product strategies are working or not?<\/p>\n<p>This is when customer satisfaction surveys come in.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"What_is_a_Customer_Satisfaction_Survey\"><\/span>What is a Customer Satisfaction Survey?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Customer satisfaction survey is a set of questions businesses design to understand their customers\u2019 needs from their products and services and if they are getting fulfilled or not. These surveys also help businesses to grow, strategize, and provide better customer experiences.<\/p>\n<p>There are various types of <a href=\"https:\/\/www.zonkafeedback.com\/csat\" target=\"_blank\" rel=\"noopener\">customer satisfaction surveys<\/a> and each of them has a different purpose and value to add to your strategies.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Types_of_Customer_Satisfaction_Surveys\"><\/span>Types of Customer Satisfaction Surveys<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u2192 <\/span>CSAT<br \/>\n<span style=\"font-weight: 400;\">\u2192 <\/span>Net Promoter Survey<br \/>\n<span style=\"font-weight: 400;\">\u2192 <\/span>Customer Effort Survey<br \/>\n<span style=\"font-weight: 400;\">\u2192 <\/span>Milestone Survey<\/p>\n<p>Let\u2019s see understand each of them in brief:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_CSAT\"><\/span><span style=\"font-weight: 400;\">\u2192 <\/span>CSAT<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>CSAT (Customer Satisfaction) is useful to measure the key performance indicators of your products. They are usually made up of easy yes &amp; no answers or ratings. Based on the feedback, evaluate the amount of attention you need to give to particular products or services.<\/p>\n<p><strong>Formula to calculate CSAT:<\/strong><br \/>\n(Number of satisfied customers \/ Number of survey responses) x 100 = % of satisfied customers<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_Net_Promoter_Survey\"><\/span><span style=\"font-weight: 400;\">\u2192 <\/span>Net Promoter Survey<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><img decoding=\"async\" src=\"https:\/\/image.freepik.com\/free-vector\/net-promoter-score-formula-network-marketing_53562-8820.jpg\" alt=\"Net promoter score formula for network marketing. Premium Vector\" \/><\/p>\n<p>Net Promoter Survey shows how likely your customers are to recommend your company\u2019s products to their colleagues, friends, and family. This survey usually contains a question with a scale between 0 to 10. These ratings help you understand where your products stand in the market. Additionally, it helps categorize your audience into detractors, passives, and promoters &#8212; and accordingly, you can segment and target your customers.<\/p>\n<p><strong>How to Calculate NPS:<\/strong><br \/>\nNPS = % Promoters (rating more than 6) &#8211; % Detractors (rating equal to or lower than 6)<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_Customer_Effort_Survey\"><\/span>\u2192 Customer Effort Survey<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Customer Effort Surveys are useful to know how much effort your customers have to make to solve issues within your products. This survey includes questions like: how easy was it to solve your problem? With options like satisfied, very satisfied, difficult, very difficult, etc. They are sent once the support ticket is closed after solving an issue.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_Milestone_Surveys\"><\/span>\u2192 Milestone Surveys<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>They are useful to know your customers better. Milestone surveys are carried out after a certain time period like once they sign up for your services, upon the end of the trial, or once the onboarding finishes basically after a milestone. These help you understand the effectiveness of your milestones and your customers\u2019 interaction with your company which then empowers you with insights that can help you grow drastically.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Types_of_Questions_to_include_in_Customer_Satisfaction_Surveys\"><\/span>Types of Questions to include in Customer Satisfaction Surveys<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>They are six types of questions you can include in these types of surveys. Let\u2019s discuss each of them:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_Multiple_choice_questions\"><\/span>\u2192 Multiple choice questions<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><img decoding=\"async\" src=\"https:\/\/image.freepik.com\/free-photo\/multiple-uncompleted-election-questionnaires_23-2148265535.jpg\" alt=\"Multiple uncompleted election questionnaires Free Photo\" \/><\/p>\n<p>Multiple choice questions have a limited and predefined number of answers and the respondents need to select from the available options only. It becomes easy to get a response from your users as it takes fewer efforts to answer them. Multiple choice questions include questions like rating, binary scale, or nominal questions.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_Binary_scale_questions\"><\/span>\u2192 Binary scale questions<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Binary scale questions provide two possible answers either yes or no or thumbs up or thumbs down. It can be used to ask some of the common questions like:<br \/>\nDid customer support help you find the solution you were looking for today? (yes\/no)<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_Rating_Scale_questions\"><\/span>\u2192 Rating Scale questions<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><img decoding=\"async\" src=\"https:\/\/image.freepik.com\/free-photo\/hand-businessman-touching-five-star-symbol-increase-rating-company-concept_20693-186.jpg\" alt=\"Hand of businessman touching five star symbol to increase rating of company concept Premium Photo\" \/><\/p>\n<p>Rating scale questions provide a range of options for respondents to select. Your customers can rate your support staff or your products using the scale They are likely to come under the NPS survey type.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_Nominal_questions\"><\/span>\u2192 Nominal questions<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Nominal questions usually have categorized answers. The categories don\u2019t overlap and you also can\u2019t apply a numerical value to them.<\/p>\n<p>Example: Which of the following describe you?<br \/>\n\u2192 Male<br \/>\n\u2192 Female<br \/>\n\u2192 Prefer not to answer<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_Likert_scale_questions\"><\/span>\u2192 Likert scale questions<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The likert questionnaires have five pointer or seven pointer scales and are useful to evaluate how customers feel about your business, services, products or anything. The least number i.e. 1 represents extreme view and highest number represents the opposite extreme view. Whereas, the middle number represents a moderate view.<\/p>\n<p><strong>Example:<\/strong><\/p>\n<p>To what extent do you agree with the following statement?<br \/>\n[Product name]\u2019s onboarding process was simple, straightforward, and painless.<\/p>\n<p>1 &#8211; Strongly disagree<br \/>\n2 &#8211; Somewhat disagree<br \/>\n3 &#8211; Neither agree nor disagree<br \/>\n4 &#8211; Somewhat agree<br \/>\n5 &#8211; Strongly agree<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%E2%86%92_Semantic_differential_questions\"><\/span>\u2192 Semantic differential questions<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>They are similar to likert scale questions but are descriptive compared to likert.<\/p>\n<p>They are:<\/p>\n<p>How helpful do you find our video tutorials?<\/p>\n<p>1 &#8211; Not helpful at all<br \/>\n2 &#8211; Barely helpful<br \/>\n3 &#8211; Neither helpful nor unhelpful<br \/>\n4 &#8211; Somewhat helpful<br \/>\n5 &#8211; Very helpful<\/p>\n<p><strong>In the name of the surveys,<\/strong><\/p>\n<p>Having happy customers is the true measure of success for any business. And to understand their experience with you, it&#8217;s important to engage with your customers, understand them, and keep improving and surveys play a major role.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Ready_to_take_satisfaction_to_the_next_level\"><\/span>Ready to take satisfaction to the next level?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Create and send robust <a href=\"https:\/\/www.appjetty.com\/survey-templates\">customer satisfaction surveys<\/a> in a few steps using Survey Rocket. A Sugar and Suite CRM extension with exclusive features like data piping, NPS, survey analytics and more.<\/p>\n<p>If you are using Sugar or Suite CRM, you can start your free trial today!<\/p>\n<div class=\"buttons-row\"><a class=\"btn btn-primary\" href=\"https:\/\/www.appjetty.com\/sugarcrm-survey-rocket.htm\" target=\"_blank\" rel=\"noopener noreferrer\">Start Your Free Trial<\/a><\/div>\n<p><em>All product and company names are trademarks\u2122, registered\u00ae or copyright\u00a9 trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.<\/em><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer satisfaction is an essential thing for which businesses work day and night to achieve. Understanding your customers, solving their problems, fulfilling their expectations all put together lead to satisfied customers. Let\u2019s say you are doing everything to satisfy your customers, understand their needs, but how to figure out the current satisfaction rate of your&hellip; <a class=\"more-link\" href=\"https:\/\/www.appjetty.com\/blog\/your-complete-guide-customer-satisfaction-surveys\/\">Continue reading <span class=\"screen-reader-text\">Your Complete Guide to Customer Satisfaction Surveys<\/span><\/a><\/p>\n","protected":false},"author":11,"featured_media":4169,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_title":"","_yoast_wpseo_metadesc":"","_yoast_wpseo_opengraph-title":"","_yoast_wpseo_opengraph-description":"","_yoast_wpseo_opengraph-image":"","_yoast_wpseo_twitter-title":"","_yoast_wpseo_twitter-description":"","_yoast_wpseo_twitter-image":"","inline_featured_image":false,"footnotes":""},"categories":[54,64],"tags":[],"class_list":["post-4166","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","category-sugarcrm-suitecrm","entry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Your Complete Guide to Customer Satisfaction Surveys - AppJetty<\/title>\n<meta name=\"description\" content=\"Customer satisfaction is an essential thing for which businesses work day and night to achieve. 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