Customer Effort Score is a popular metric that measures how much effort it took the customer to achieve his/her goal. This type of surveys is typically used mainly to gauge the aggregate, digital user experience experience of your customers with your product, enabling you to lower frustrations and provide a smooth online journey.
https://marketplace.mopinion.com/survey-templates/ces-customer-effort-score-website-ux/
Find gaps in your UX that are preventing customers from reaching their goals. With a GCR slide-in survey, you will learn which of your visitors have completed, partly completed or failed to complete a specific goal on your website.
https://marketplace.mopinion.com/survey-templates/gcr-goal-completion-rate-website-ux/
The ever-popular thumbs rating system is great for rating content performance. Especially for those looking for quick insights into the performance of product content, online support features and blog posts.
https://marketplace.mopinion.com/survey-templates/thumbs-up-down-survey-website-content/
Traditional smiley faces have been around for years now as a popular feedback metric. So why stop now? Try using these on your homepage forms to gauge the level of loyalty customers have towards your service or product.
https://marketplace.mopinion.com/survey-templates/smiley-face-score-loyalty/
Customer Effort Score is a commonly used metric that measures how much effort it took the customer to achieve his/her goal. Used mainly to gauge the aggregate, digital experience of your customers with your product, you can also use to collect feedback at a number of other touchpoints along the customer journey.
https://marketplace.mopinion.com/survey-templates/customer-effort-score-ces-loyalty/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
An angry customer is a business nightmare, right?
Wrong.
An angry customer is a business opportunity.
If you handle your complaints process right, you can transform an angry customer into a brand advocate and a high-value return customer. Marketing professors Michael McCullough and Sundar Bharadwaj talk about something they call the service recovery paradox, which they define as:
The result of a very positive service recovery, causing a level of customer satisfaction and/or customer loyalty even greater than that expected if no service failure had happened.
Your customers come to you to get their problems solved, and a customer with a complaint is handing you a golden opportunity to show how you excel at that.
Here’s how to make that happen.
https://www.livechatinc.com/blog/turn-customer-wrath-into-wins/
Gathering customer feedback seems like a no-brainer now. Every company does it to a lesser or greater extent.
Businesses spend thousands on setting up various customer feedback channels: surveys, emails, reviews, rates.
Is it worth it? It definitely is if you know how to act on the customer feedback you get.
https://www.livechatinc.com/blog/customer-feedback/
It’s a tale as old as the Internet. Essential basics of human interaction get lost in the flash and promise of technology. Time and again, we must take a step back, reconnect, and make sure the technology is serving us, and not the other way around.
I see it happening again with big data and customer analytics. We now have immense power to collect, correlate, and manipulate data to produce more precise customer profiles, marketing strategies, and sales trends. These capabilities are nascent in most companies; many are still figuring out which metrics will produce the most valuable insights.
But metrics and models will never give us all the answers we need to understand the voice of our customer. The most valuable messages can get lost in the deluge of data, and even the best analyses still require expert human interpretation before they can be put to practical use. Without true engagement, I see all those insights mined from surveys, customer tracking, and social media as gold nuggets piled high in carts but stuck below ground in the mine.
https://techspective.net/2017/11/07/build-employee-customer-engagement-feedback-loop/
There are so many different ways to measure customer satisfaction — figuring out which one to send to your customers can become a nightmare.
Well, it’s always a good idea to go with something that is easy to implement and does not require much effort from respondents.
And that is why we’ve introduced Customer satisfaction(CSAT) surveys in Hiver.
It is the most straightforward way of measuring customer satisfaction with a business purchase or an interaction.
All you have to do it ask a simple question - something like: How satisfied were you with your experience?
And the response can be one of the three emojis: happy, neutral, or sad.
Read full article.
https://hiverhq.com/blog/csat/
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