A customer satisfaction survey provides a company with information about customer needs and expectations, and whether it is successfully meeting them.

A Customer Satisfaction Survey (CSAT) provides a company with information about customer needs and expectations. It also helps understand potential issues with products or services that bother customers but that the company might not be aware of. In short: CSAT survey findings tell a company whether it is meeting its customers' expectations.

The internet has proven to be the best channel for conducting such surveys. Online surveys provide reliable results in the shortest possible time. Typically, a satisfaction survey contains five to ten questions through which customers rate their satisfaction with the company. The questions touch upon the usability of products or services, the purchasing process experience, post-purchase satisfaction, product or service development vision, and the calculation of the NPS (Net Promoter Score) index.

What is the Purpose of a Customer Satisfaction Survey?

For an obvious reason, the primary purpose of a customer satisfaction survey is to identify their points of dissatisfaction. On the other hand, the survey also identifies satisfied customers who can be turned into company promoters. Understanding customer expectations is an excellent tool for your development department, as it informs R&D employees in which direction to steer the development of your products or services to continue meeting customer needs.

Benefits of a Customer Satisfaction Survey

Customer satisfaction is a key factor for your company's success. Companies that are aware of the importance of customer satisfaction and monitor it are better equipped for potential market fluctuations. The most important benefits of researching customer satisfaction are:

• You get an opportunity to inform customers about other products and services you offer, or about other information that might encourage additional purchases.
• It helps you understand your customers' loyalty, giving you insight into their interests and concerns.
• It helps you find and analyze current trends and predict your customers' future purchasing behavior. This provides a significant advantage over the competition.
• You can also use the survey to strengthen your customer relationships and improve the quality of your business operations. Insight into customer thinking provides a useful tool for making business decisions.
• Customers get an opportunity to express their views and opinions.

Monitoring customer satisfaction can significantly contribute to successful business operations. In whatever field you operate, a customer satisfaction survey will highlight your strengths and weaknesses, giving you the opportunity to emphasize strengths and eliminate weaknesses.