5 customer satisfaction tools

5 customer satisfaction tools
1. Satisfaction survey
Surveys are a way to collect data on customer satisfaction. They can be sent via email, included on the company's website, or provided at the end of the interaction with the buyer.

For a survey to yield valuable results it is necessary to:

Ask clear and easy-to-answer questions;
Determine what type of survey is compatible with what you want to measure.
Identify the best time and channel to conduct the survey;
Use the findings to create a strategy to improve the products and services your company offers.
2. Customer relationship management platform
These platforms are implemented by companies to manage relationships phone library with their customers. They are useful for storing and accessing buyer information such as purchase history, interactions with the support or sales team, preferences and demographic data.

To learn more, read: Customer Management System: A Beginner's Guide

3. Customer satisfaction metrics
Quantitative indicators serve to objectively measure customer satisfaction. For example, the Customer Satisfaction Score ( CSAT ) is based on specific questions that help assess the overall level of satisfaction.

Another indicator is the Net Promoter Score ( NPS ), which allows us to know the probability that customers will recommend the company to others.

Read more at: How to measure customer experience? 6 customer service indicators .

4. Web Statistics
These are all the numbers that a company can obtain from the interactions of customers who enter their website. These are:

Traffic volume;
Time spent on page;
Churn rate (also known as abandonment rate ).
This data allows us to understand customer behavior and predict future conversions. It is worth noting that Google Analytics is a tool for collecting these interactions.

You may be interested in reading: The best tools to measure customer experience .

5. Analysis of comments and feedback
While it is not a customer satisfaction tool, this technique is useful for collecting and analyzing buyer feedback through various channels such as:

Social networks;
Emails
Comments on the website
Online reviews.
According to a study by Edelman , 77% of customers say that product reviews are a decisive factor when choosing a brand. In practice, this means that out of every 10 people interested in buying your products or services, almost 8 will make that decision based on the opinion of your current customers.

Learn more at: What is the importance of customer reviews and how can we find out about them?