Customer Satisfaction
-
Explaining CSAT [+ How to Measure It & Example Questions]
Posted at: 4/13/2023 12:30 PM
When designing a customer survey, there are many customer satisfaction metrics to choose from. Perhaps the most popular is CSAT. Unlike other metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES), customer satisfaction (CSAT) can cover everything from rating an overall experience with your company to rating very specific categories. In this article, we'll answer frequently asked questions about CSAT including: What does CSAT mean? How is CSAT measured? How can I conduct
-
Key Customer Satisfaction Metrics to Measure in 2023
Posted at: 4/8/2023 12:30 PM
Regardless of what business you are in, understanding how customer satisfaction metrics work is essential if you want to understand and meet your customers’ needs. In the current competitive market, customers have so many options, so you can’t depend on your gut to determine if they’re happy with your brand. Just like you measure your website traffic or revenue growth, you also need to measure different metrics by conducting customer satisfaction surveys. In this blog post, we'll discuss so
-
![Blog: Conducting Cannabis Customer Surveys [+ Example Questions]](/media/4903/cannabis-plants.png)
Conducting Dispensary Customer Surveys [+ Example Questions]
Posted at: 4/4/2023 12:30 PM
There is no question about it. The continued effort to legalize cannabis is presenting a massive change to the recreational and consumption habits of tens of millions of Americans. However, capitalizing on this growing field requires having the appropriate information about who your customers are and what they think of your product, service, and brand. It is why cannabis customer surveys are becoming a popular tool in the industry. A dispensary customer survey will provide helpful insights
-
What is a Good Net Promoter Score (NPS)?
Posted at: 3/13/2023 12:30 PM
The value of calculating your organization's net promoter score is important to measuring, benchmarking, and improving customer satisfaction. Though, creating strategies to improve customer retention can only happen if you have a better idea of what a good net promoter score is. While we dive more into how to know if your NPS is good, average, or bad below, I'll start by saying this: average net promoter scores vary based on industry and business type. Keep reading as we explore this custom
-
Healthcare Net Promoter Score: Definition, Formula, & Benchmarks
Posted at: 3/13/2023 12:30 PM
Has a friend ever recommended a new doctor or healthcare provider? If so, you’re like the majority of people who strongly value first-hand healthcare recommendations. Up to 80% of patients take other patient experiences and recommendations seriously. After all, aren't you more likely to visit a doctor from a glowing, first-hand recommendation? Whether people will recommend your healthcare facility is important when evaluating your strengths and weaknesses. Thankfully, these insights are e
-
Construction Company Client Surveys: Questions, Benefits, & Process
Posted at: 3/1/2023 1:30 PM
Client satisfaction is a top priority for construction companies and general contractors. And, for a good reason. Happy clients result in 5-star reviews and strong referrals. One of the best ways to measure customer feedback is with construction company client surveys. They are simple to execute and straightforward. In this blog post, our AEC market research company will share more about construction customer surveys including the benefits, process, and example questions. Looking to use a
-
Customer Pain Points: How to Identify Issues & Fix Them
Posted at: 2/17/2023 1:30 PM
Even if you're not familiar with the term "pain point," if you've been a customer, you've had them. Customer pain points explain themselves. The term refers to an issue/complaint a customer faces during their shopping journey. Problems during the shopping experience can occur at any point in the buying stage. Therefore, identifying where customer pain points exist during the buying journey makes it that much easier to solve them. In this blog post, we'll cover: What are customer pain poin
-
When Customer Surveys Fail: Reasons Why & What to Do
Posted at: 1/28/2023 1:30 PM
Are your customer satisfaction surveys evolving? Or are you stuck scratching your head wondering why earning consumer feedback is so dang difficult? Keep in mind, customer surveys are a product of the 1980s. Customer feedback was gathered using paper surveys, in-person interviews, and computer-assisted telephone interviewing (CATI). Fast forward to 2021 and customer satisfaction surveys are largely conducted online. With the rise of online and email marketing, came new trends within market r
-
Measuring Net Promoter Score (NPS) for Retail Stores
Posted at: 1/20/2023 1:30 PM
Even in the age of digital media, word of mouth is still one of the best retail marketing tools for department and online stores. Your customers' perceptions of your business – both positive and negative – have a great impact on your brand’s image. That’s why measuring net promoter score (NPS) for retail stores is important to better understand how likely your customers are to promote or detract from a business. NPS is a metric used to measure brand loyalty. It helps you understand your cus
-
Would Customers Recommend You? How to Find Out
Posted at: 1/17/2023 1:30 PM
No matter how technology advances, word of mouth remains to be the best and cheapest marketing tool for any business. With so many companies competing for attention in the business world, a recommendation from a satisfied customer can take your business to the next level. If you’re reading this, you probably know how valuable customer referral is. But how can you tell if your customer would recommend your business to a friend, family member, or co-worker? Let’s explore further the value of
-
How Retail Stores Measure Customer Satisfaction (& Other KPIs)
Posted at: 1/7/2023 1:30 PM
Collecting in-the-moment feedback is truly powerful knowing customers just completed their in-store experience. Think about it. Is it easier for you to recall how satisfied you were in a store if your last experience was a week or even a month ago, or is it easier to recall right after you exit the store? In-store surveys, or enter/exit surveys, are a great tool for retail stores to measure customer satisfaction and other key performance indicators. Some of the common questions retail store
-
Conducting Customer Satisfaction Surveys [2023 Guide]
Posted at: 1/5/2023 1:30 PM
Of all of the different types of market research projects an organization can pursue, conducting customer satisfaction surveys is the most common. Why? At its core, customer satisfaction is the essence of market research. It involves formally reaching out to customers, asking for feedback, and taking action with the results. The process is simple, informative, and offers a high return on investment. In this guide, we’ll cover everything from the benefits of measuring customer satisfaction t