Measure Customer Experience with SurveyVista

Customers are the most important part of your company, without customers, you don’t have a business.

Customer satisfaction (CSAT) survey helps organizations create conversations with customers to measure customer satisfaction with the services provided.

Net Promoter Score (NPS) survey helps organizations measure customer loyalty towards the organization brand and products.

In a CSAT survey, the customer is asked something along the lines of: How would you rate your overall satisfaction with the service you received?

In an NPS, the customer is asked along the lines of: How likely are you to recommend our company/product/service to your friends and colleagues?

Every organization shall measure customer experience at every touchpoint along the customer lifecycle and quickly act on the customer feedback to drive service improvements and customer loyalty.

Measure CSAT With SurveyVista

Customer satisfaction (CSAT) surveys help companies identify opportunities for growth, but that feedback can’t reach its full potential without the context of other key customer data. However, when you integrate CSAT with Salesforce,  you can turn customer feedback into action.

With native Salesforce app SurveyVista, the CSAT surveys sent to your customers are automatically mapped to your contacts, accounts, cases and more. This integration with Salesforce data gives insight into who the customer is, what they purchased, how well you’re supporting them and what improvements may help to improve brand loyalty.

Simplicity and adaptability are what makes CSAT surveys valuable for every department of business. Customer satisfaction surveys across all touchpoints in a customer lifecycle will help your company discover sources of trouble before they become really damaging and provide the right stakeholders with enough data to fix the issues.

Below is a list of a few Customer Lifecycle Touchpoints where you can utilize surveys to measure Customer Satisfaction and Net Promoter Score.

  • Send a Survey when a customer support case is closed.
  • Send a Survey after a Live chat session with a customer.
  • Send a Survey after a Training Session.
  • Send a Survey after a new Product Release.

Send a Survey when a customer case is closed.

The most popular customer lifecycle touchpoint is how well your team handles customer support cases. Sending a Survey after a case is closed provides an accurate measure of customer happiness and helps service teams monitor how well issues are resolved.

First, you need to create your case closed CSAT survey. When doing so, keep in mind that this type of survey is different from general customer satisfaction surveys since it measures a specific customer service interaction. You can potentially create different surveys for different types of customer support cases.

Once you have a CSAT survey designed, you can use SurveyVista to automatically send the survey when a case is closed. To learn more about how to send a survey when a case is closed, visit SurveyVista knowledge base article how you can configure an automated process to send a Survey.

Monitoring & alerting right stakeholders to take actions on customer feedback.

Your work does not end at sending a CSAT survey. You should be monitoring positive & negative CSAT scores and alert your stakeholders to act on customer feedback in real time.

For example, if you had a negative CSAT score from an important customer, you can set a simple workflow that will loop in the account manager immediately, saving the relationship.

Survey Vista provides powerful configurable scoring to measure impact of your CSAT surveys using unique scoring logic. You can configure Salesforce workflows to alert right stakeholders when a survey or a question score crosses a threshold.

Summary

The case closed CSAT survey is just the tip of the iceberg, but it’s a great place to start as you build out your customer feedback program.

With Survey Vista, you can seamlessly integrate your feedback program with Salesforce. Turn your customer feedback into meaningful action by starting with a free edition of SurveyVista today.