Consumer and customer surveys
Hear from those who matter most with consumer and customer surveys
Listening to your customers helps you understand what’s working—and what isn’t—so you can refine your offerings and deliver the kind of service that keeps them coming back.
This is especially important given the gap between how customer experience (CX) professionals view their performance and how customers actually feel. While 49% of CX pros believe customer satisfaction has improved over the past six months, 53% of consumers say it has gotten worse.
Keep reading for quick tips to close the CX gap with consumer and customer surveys.
It’s easy to create a consumer feedback survey in minutes
After a transaction or campaign, use one of our methodologist-certified customer survey satisfaction templates to learn about their experiences and how you can improve them. Here are a few client survey ideas to get you started.
- Learn about the mechanics and quality of their experiences. However they interacted with your company – by phone, website, or in person – it’s important to understand how easy and enjoyable their experiences were. Was your website simple to use? Did your help line phone tree confuse them? Was your salesperson friendly and helpful? These are the kinds of things you’ll learn with a consumer experience survey.
- Find opportunities for cross- or up-selling. A client survey can help you identify additional products or services your clientele might like to buy. This valuable data combined with suitable methods for up-selling can give your marketing and sales teams the information they need to help create more profitable transactions.
- Keep your customers. Studies show it costs five times as much to gain a new customer than it does to keep an existing one. If your clients aren’t happy with your customer service, they’ll go elsewhere and you may never even know it. Worse, they may tell their friends and family about their negative experience, costing you further business. Use a customer loyalty survey and find out exactly how to keep your customers loyal. Deploy a Net Promoter Score Survey to see where you stand with your customer base.
- Get new shoppers. Is there a way to improve customer relations to gain new clientele? Sure! Use a market research survey template to discover new ways of reaching out to a whole new audience. Maybe your phone customers would love a website option, or perhaps a phone call is the preferred method. And when your customers are happy, they’ll tell others about their great experience with your company. Deploy a Net Promoter Score Survey to see where you stand with your customer base.
You don’t have to spend loads of money to get answers. You just need to take advantage of the smart, cost-effective tools. Not sure how to reach the right people? SurveyMonkey Audience gives you access to millions of respondents ready to provide the answers you need to make critical decisions. At SurveyMonkey we’re always working to improve our technology to help you make your best decisions. By sending a survey to reach out to your target market, you can make sure your efforts are as effective as possible.
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