CUSTOMER SATISFACTION SURVEY PROGRAMSSatisfied Customers Are Loyal Customers and Influencers of Potential Customers
How It Works
A customer satisfaction survey program from BestMark makes it possible for you to survey customers to find out what they’re saying about your company, brand, associates and overall experience, as well as tell you what they want. You can use these insights to make informed business decisions that can help you earn customer loyalty, increase sales and inspire customers to recommend you to others. BestMark’s experienced team will assist in customizing a survey tool for your specific need(s) using a variety of proven rating scales (e.g., NPS, Overall Satisfaction, Attribute, Behavioral, Open-Ended, Action/Follow Up, Demographic).
Your Questions, Answered
In partnership with you, we will develop a unique survey that uncovers critical information about your business, such as:
- What issues lead to customer dissatisfaction after an interaction with your business? Giving customers a pathway for immediate feedback can reduce negative online reviews.
- What percentage of current customers are truly delighted and engaged with your organization and what drives that engagement.
- The spend/profit difference between customers who are highly engaged versus those customers who aren’t.
- What your organization do to move more customers into this highly engaged zone.
- What company changes will result in the highest return on investment (e.g., whether it’s more important to spend resources on shortening customer wait time or on additional customer service training).
Multiple Survey Channels to Meet Your Needs
Surveys can be accessed by customers via web, SMS or phone/interactive voice response (IVR) system. Common ways of accessing these are:
- Links printed on receipts
- In-store QR code cards with a web link or phone/text number
- Web popups and email
- Texts to customers who opted to receive a survey
Remember that people responding to customer satisfaction surveys provide different insights than mystery shops, as well as a larger number of responses more affordably. Our team will help you determine the most effective methodology and sample size for your specific needs. Integrate with BestMark’s API to automatically send CSAT surveys to your consumer base.
BestMetrix Business Intelligence
Get timely, actionable business intelligence with BestMetrix — our proprietary web-based business intelligence platform that gives you 24/7/365 access to a robust suite of reporting and analytics tools.
We’ll partner with you to develop a program that uses BestMetrix to aggregate, update and track data at all levels within your organization for performance feedback, coaching, recognition and development of action plans. Combined with our proven customer-experience-enhancing methodologies, your program will provide the actionable insights you require to meet your objectives.
Exceed Customers’ Expectations
Delight your customers with consistently superior service every time and everywhere they interact with your business.