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srcSet="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fassets%2Fsparrowcast%2Fgoogle-podcasts-sparrowcast-by-surveysparrow.png&w=96&q=75 1x, /_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fassets%2Fsparrowcast%2Fgoogle-podcasts-sparrowcast-by-surveysparrow.png&w=256&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fstatic.surveysparrow.com%2Fsite%2Fassets%2Fsparrowcast%2Fgoogle-podcasts-sparrowcast-by-surveysparrow.png&w=256&q=75"/></a></div></div><div class="w-full self-start px-4 max-lg:mt-[50px] max-lg:w-4/5 max-md:w-[95%] max-md:px-0 lg:basis-1/2"><h1 class="mb-5 text-[32px] font-normal leading-9 text-[#f2f2f2]">How to Earn a Perfect Satisfaction Score</h1><table class="mb-[30px] mt-[25px] font-normal"><tbody><tr><td class="min-w-[90px] py-[7px] pr-3 text-[#c4c4c4]">Genre</td><td class="value"> <a class=" min-w-[90px] py-[7px] pr-3 text-primary transition-all duration-500 ease-in-out" href="https://surveysparrow.com/sparrowcast#category-1">Customer Experience</a></td></tr><tr><td class="min-w-[90px] py-[7px] pr-3 text-[#c4c4c4]">Duration</td><td class=" min-w-[90px] py-[7px] pr-3 text-primary">9 mins</td></tr><tr><td class="min-w-[90px] py-[7px] pr-3 text-[#c4c4c4]">Featuring</td><td class=" min-w-[90px] py-[7px] pr-3 text-primary">Shep Hyken</td></tr></tbody></table></div></div></div></section></div><section class="py-[90px] text-[#f2f2f2]"><div class="container"><div class="row flex flex-col [@media(min-width:1200px)]:flex-row"><div class=" [@media(min-width:1200px)]:w-[57.3%] lg:px-7 "><h2 class="!mb-7 text-[32px] font-normal leading-9 !text-primary ">Takeaways</h2><div class="prose-headings:mb-6 prose-headings:mt-8 prose-headings:text-2xl prose-headings:font-normal prose-headings:leading-tight prose-headings:text-white prose-p:min-w-full prose-p:text-base prose-p:font-normal prose-p:text-[#f2f2f2] prose-a:text-primary prose-a:no-underline"><p>Studies indicate, that 73% of the businesses that offer excellent customer service enjoy more revenue. While we all agree perfection is not reality, shooting for it is a pretty decent goal to have.</p><p>Customer Satisfaction surveys are the most straightforward method to gauge customer sentiments. And, here you will be asking your customers to rate their customer experience on a Likert scale of 1 – 3, 1 – 5, or 1 – 10.</p><h4>The Secret Behind the Perfect Customer Satisfaction Score</h4><p>On a scale of 1-5, most definitely you should be trying to get a 5.<br/> But “You don’t have to be the perfect, blow-me-away service I ever had in my life, to get a 5”. Brace yourself, for here comes the secret- “You just have to be better than average always”.</p><p>Now that sounds easy, yet why do you think so many companies are falling behind, unable to achieve the perfect score? Well, being average is not too hard, but to be consistent is!</p><p>Horst Schulze, the former president and founder of Ritz-Carlton Hotel Company believed that “If you are just 10% better than the average, but all the time, you are gonna meet and exceed expectations on a regular basis”. On a scale of 1-5, the average is 3. And 10% better than 3, that is 3.3, is all it took to put Ritz Carlton into the category of ‘one of the finest hotel chains in the world.’</p><h4>How your Survey Matters!</h4><p>Creating surveys that stand out is an art. Take a closer look, you’ll understand there’s a lot of science that goes into brewing that perfect set of questions. Remember, you share your customers with other brands too. So burdening them with another regular survey is simply not going to yield the expected results. So it becomes all the more important to make your survey stand apart.</p><h4>Avoid Survey Fatigue</h4><p>Keeping it short and easy to take is the key. Even if you had the most fantastic brand experience, customers are going to be reluctant when they see a long survey. Surveys are the last customer touchpoint; keeping it pleasant helps them reflect the answers more accurately.</p><h4>Offer Easy-to-take Surveys</h4><p>Figuring out a way to get the insights you are looking for with minimal effort from your end-customers can help increase your survey completion rates as well as the quality of feedback.</p><h4>Establish your Style</h4><p>Once your customers put you into the category of ‘long, dull surveys’ your survey emails are going to end up unopened and abandoned. Keep your surveys short and be consistent with the format. Knowing that all your surveys will be easy to take increases your survey’s open rates.</p><p>For a customer who just had an amazing customer experience, the cherry on top would be a pleasant survey. After all, surveys mark the end of any customer interaction with your business, make sure that it is worth remembering!</p><p> </p><p> </p></div></div><div class="[@media(min-width:1200px)]:w-[41.6%]"><div class="flex flex-row items-center max-md:flex-col max-md:text-center md:items-start"><img alt="Shep Hyken" loading="lazy" width="128" height="128" decoding="async" data-nimg="1" class="h-32 min-w-32 rounded-full object-cover max-md:mb-[30px] md:mr-[34px]" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsite.surveysparrow.com%2Fwp-content%2Fuploads%2F2019%2F07%2FShep-Hyken.jpg&w=128&q=75 1x, /_next/image/?url=https%3A%2F%2Fsite.surveysparrow.com%2Fwp-content%2Fuploads%2F2019%2F07%2FShep-Hyken.jpg&w=256&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsite.surveysparrow.com%2Fwp-content%2Fuploads%2F2019%2F07%2FShep-Hyken.jpg&w=256&q=75"/><div><h3 class="mb-7 text-[32px] font-normal leading-9 !text-primary">Shep Hyken</h3><div>Founder at Shepard Presentations<br><br> An international leading authority on customer service, customer experience, and loyalty in business, Shep Hyken is one of the most well-respected leaders in the customer service world. He has assisted thousands of organizations in building loyal relationships with their customers and employees. He is also a keynote speaker in the field of customer service and experience. <br><br> Shep Hyken is the creator of The Customer Focus™, a customer service training program that helps clients develop a customer service culture and loyalty mindset. He also has seven best-selling books to his credit, fetching him the tag of Wall Street Journal & New York Times best-selling author.</div></div></div></div></div></div></section><section><div class="container"><h4 class="mb-4 text-2xl font-normal text-[#f2f2f2] md:text-[28px]">Customers also watched</h4><div class="flex w-full flex-col gap-x-4 pb-[1.85rem] max-md:gap-y-7 md:flex-row"><a href="/sparrowcast/importance-of-customer-feedback-for-product-led-growth" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Importance Of Customer Feedback For Product-led Growth" title="Importance Of Customer Feedback For Product-led Growth" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdavid-dudi-rubinstein.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdavid-dudi-rubinstein.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fdavid-dudi-rubinstein.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Importance Of Customer Feedback For Product-led Growth</h6><p class="text-base font-normal leading-5 text-white">David (Dudi) Rubinstein</p><p class="text-xs leading-4">Head of Customer Success and Services, Craft.io</p></div></a><a href="/sparrowcast/alex-mead" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="How to Make Customer Surveys More Meaningful" title="How to Make Customer Surveys More Meaningful" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Falex-mead.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Falex-mead.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Falex-mead.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">How to Make Customer Surveys More Meaningful</h6><p class="text-base font-normal leading-5 text-white">Alex Mead</p><p class="text-xs leading-4">Director of Customer Success, Silah Gulf</p></div></a><a href="/sparrowcast/designing-fail-proof-closed-loop-feedback-process-annette-franz" class="relative w-full overflow-hidden rounded-lg bg-gradient-to-b from-transparent to-black transition-all duration-300 hover:-translate-y-3 hover:transform md:max-w-[430px]" data-testid="SparrowCast-card"><img alt="Designing A Fail-proof Closed Loop Feedback Process" title="Designing A Fail-proof Closed Loop Feedback Process" loading="lazy" width="430" height="280" decoding="async" data-nimg="1" class="h-full max-md:w-full" style="color:transparent" srcSet="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fannette-franz.png&w=640&q=75 1x, /_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fannette-franz.png&w=1080&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fsurveysparrow.com%2Fwp-content%2Fuploads%2F2021%2F09%2Fannette-franz.png&w=1080&q=75"/><div class="absolute bottom-0 left-0 right-0 top-0 flex flex-col justify-end bg-gradient-to-b from-transparent to-black p-3 text-white opacity-0 transition-all duration-300 hover:opacity-100" data-testid="SparrowCast-card-Content"><h6 class="mb-2 text-lg font-medium leading-6 text-white">Designing A Fail-proof Closed Loop Feedback Process</h6><p class="text-base font-normal leading-5 text-white">Annette Franz</p><p class="text-xs leading-4">Founder & CEO, CX Journey</p></div></a></div></div></section></div></main><footer class="mx-auto w-full pt-[125px] antialiased max-md:px-[15px] max-md:pt-20 bg-[#171c23]"><div class="container"><div class="border-b border-white/10"><div class="grid grid-cols-2 justify-items-stretch gap-4 max-xl:w-full 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Knowing that all your surveys will be easy to take increases your survey’s open rates.\u003c/p\u003e\u003cp\u003eFor a customer who just had an amazing customer experience, the cherry on top would be a pleasant survey. After all, surveys mark the end of any customer interaction with your business, make sure that it is worth remembering!\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"23:Tc43,"])</script><script>self.__next_f.push([1,"\u003cp\u003eWe are going through a massive shift in the way we buy \u0026amp; use the software. The market is flooded with products \u0026amp; software that let us meet about every need under the sun. The most exceptional product experience no longer excites your customer but is simply expected.\u003c/p\u003e\u003cp\u003eConsumerization, the transition towards consumer-grade UX in B2b SaaS products, is driven by tech-savvy users who demand software that is more intuitive, more beautiful, and affordable than the products that they used in the past.\u003c/p\u003e\u003cp\u003eThe market is rising to meet and go beyond customer expectations. Consumers are more willing than ever to ditch brands that don’t meet their needs. And the best way to accurately know the customer needs? Customer Feedback! Having a scalable feedback program in your organization lets you gain amazingly helpful insights into new customer trends \u0026amp; market shifts.\u003c/p\u003e\u003ch3\u003eListening to your End-users\u003c/h3\u003e\u003cp\u003eThis is the most apparent tip anybody can give when the shift happens towards product-led growth. Your product has to provide real value to your customers if you want to expand your customer base. Interact with your customers on an ongoing basis to understand their challenges and how well your product can resolve them. This is the only way to know where your product falls short.\u003c/p\u003e\u003cp\u003eConstantly improve your product experience, to not lose your customers to your competitors. Addressing customer challenges at the right time helps you boost customer retention.\u003c/p\u003e\u003ch3\u003eProduct Enhancements \u0026amp; Feature Requests\u003c/h3\u003e\u003cp\u003eWhile collecting product feedback, you will be getting requests for new features as well as for improvements to the existing features. You always have to keep in mind the development costs while considering such requests. New feature requests are excellent for the growth \u0026amp; expansion of your product since they reveal some new use-cases that you never thought of.\u003c/p\u003e\u003cp\u003eOn the other side, product feedback tells you how smooth the experience is or how intuitive the UI is. They help you improve the existing product features to better suit the customer needs.\u003c/p\u003e\u003ch3\u003eTraining your Customer Success Team\u003c/h3\u003e\u003cp\u003eYour customer success team or customer support team usually plays the most significant part in collating customer feedback. Train your team to gather feedback, even the client themselves, not knowing it. Almost every interaction that you have with your client has some information for your team to decipher.\u003c/p\u003e\u003cp\u003eThe customer is engaging with you and giving you their opinion about the product, the experience they had \u0026amp; how close you are in delivering the expected value.\u003c/p\u003e\u003ch3\u003eAlways Close the Loop\u003c/h3\u003e\u003cp\u003eWhat makes your feedback really valuable? Taking the right actions!\u003c/p\u003e\u003cp\u003eIf your customers feel like they’re unheard, they are going to stop giving you feedback. Implement a scalable Voice of Customer program in the organization to ensure that every customer feedback is taken care of. Design the entire flow that each feedback has to take. Share it with the right stakeholders and close the feedback loop every single time!\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"24:T9a5,"])</script><script>self.__next_f.push([1,"\u003cp\u003eThousands of articles \u0026amp; books have been written about different survey methodologies that promise more and more responses. But not many focus on how to keep your customer surveys more insightful. Keeping your customer surveys relevant will help you collect meaningful answers. Isn’t that the ultimate objective of conducting customer surveys?\u003c/p\u003e\u003cp\u003eAccording to OpinionLab, 80 percent of the survey takers abandon the surveys halfway through. That’s a considerable number to ignore and keep sending your surveys. It’s time to make every survey you send be more impactful. Before emailing your next customer survey, ensure that it complies with the following.\u003c/p\u003e\u003ch3\u003eYou’re Not Forcing Feedback\u003c/h3\u003e\u003cp\u003eImagine, you just finished a conversation with customer care, and you receive a survey to rate how helpful the support was. The survey intimation is on point. But, what if the support team had told me that my issue would be resolved only after two days? It would make sense to rate the effectiveness of the support team only after whatever promises they have given come true.\u003c/p\u003e\u003cp\u003eIdeally, you are asked to send a customer survey every time a customer interacts with your brand. Blindly forcing feedback is going to earn you just skewed, unbiased data.\u003c/p\u003e\u003ch3\u003eAn Active Feedback Loop\u003c/h3\u003e\u003cp\u003eThe customers should be able to give feedback when they want to. Rather than making your customers take surveys at fixed interactions, let them give feedback whenever they feel like it. An active feedback loop lets your customers reach out to you at their will.\u003c/p\u003e\u003cp\u003eYour customers can instantly mark how happy they are with the way you’ve categorized a particular section of your website, or how seamless the payment process is. You would be missing out on all such input without an active feedback loop.\u003c/p\u003e\u003ch3\u003eKnow Whether Customers Want Follow-up\u003c/h3\u003e\u003cp\u003eYou care about your NPS score. Not your customers!\u003c/p\u003e\u003cp\u003eCustomers give feedback to you because they care about their own experience. They’re unhappy with their brand experience and want you to put in efforts to make it better. They have given you the information they wanted to. Now, it’s your turn to reflect the insights you collected and start delivering better customer experiences.\u003c/p\u003e\u003cp\u003eAdd the question, “Do you want us to follow-up with you,” at the end of the survey to avoid annoying your customers in the future. Follow-up only if they prefer you to.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"25:Tc32,"])</script><script>self.__next_f.push([1,"\u003cp\u003eThe history of feedback goes a long way back. The first written customer complaint was found on a clay tablet from 4000 years ago. Feedback systems \u0026amp; technology have changed ever since. Dynasties have fallen, empires have been built- yet one thing stays the same. The significance of closing the feedback loop!\u003cbr\u003e\nThe sole purpose of collecting feedback is to improve and evolve your brand into something better. It's all about establishing a better brand position in the industry. Sadly, not many are enthusiastic to close the feedback loop, and their entire feedback process loses its meaning. Voice of Customer or VoC program lets you create and follow specific guidelines to keep your survey findings impactful.\u003c/p\u003e\u003ch3\u003eTake Action on your Surveys\u003c/h3\u003e\u003cp\u003eAsk some questions, gather the answers for it, then you're off running around making the changes, and gaining new insights. Sounds pretty straightforward, doesn't it?. Getting your hands on real actionable data is harder than it seems. Formulate a voice of customer program that suits your brand and its objectives best. Keep closing the feedback loop process scalable throughout your organization.\u003cbr\u003e\nAvoid vagueness in your business regarding whose responsibility it is to take action on surveys conducted. Having an expertly designed VoC helps you keep the entire feedback journey seamless and productive.\u003c/p\u003e\u003ch3\u003eMake it Personal\u003c/h3\u003e\u003cp\u003eFollowing up with every customer of yours is imperative for a Voice of Customer program to be a success. When your customer has raised a concern or an issue, follow-up immediately. Help your clients resolve their troubles as smoothly as possible. This adds to creating a positive brand experience. Studies state that customers who had a faster \u0026amp; proper solution for their issues are more satisfied than a customer who never had an issue with your brand. What does that tell you? Even if you have tons and tons of feedback, follow-up with every individual customer and help them attain a pleasant experience with your product or services.\u003c/p\u003e\u003cp\u003eMake your customers feel heard and valued. Triggered, robotic messages can never replace the reassurance that your team can provide. Make the experience personal \u0026amp; build a stronger customer relationship.\u003c/p\u003e\u003ch3\u003eShare the Findings with Stakeholders\u003c/h3\u003e\u003cp\u003eThe gap between the feedback and the impact it has actually brought gets bigger and bigger with every round of surveys. The lack of responsible stakeholders to manage the actions to be taken tampers the survey process. The feedback program doesn't end with just gathering the responses. Once the data is collected, the results should be shared with the right stakeholders after analyzing it. The responsible departments then should start working on the insights obtained. For instance, your survey has responses about the customer support team, share it to the respective team. This way, the team gets to know what the customers honestly think of them- the good and the bad. The Voice of Customer program should run like a well-oiled machine for it to be a success.\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e\u003cp\u003e\u0026nbsp;\u003c/p\u003e"])</script><script>self.__next_f.push([1,"b:[\"$\",\"div\",null,{\"className\":\"font-inter bg-[#171c23] __variable_2c3b51 __variable_d7204a\",\"children\":[[\"$\",\"$L21\",null,{\"innerData\":{\"title\":\"How to Earn a Perfect Satisfaction Score\",\"oldThumbnailUrl\":\"https://surveysparrow.com/wp-content/uploads/2021/09/shep-hyken.png\",\"hostName\":\"Shep Hyken\",\"genreLink\":\"https://surveysparrow.com/sparrowcast#category-1\",\"duration\":\"9 mins\",\"googlePodcastLink\":\"https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy9kMTU2ZWIwL3BvZGNhc3QvcnNz/episode/N2JmZDhhOWMtMmJlZi04NjYyLTRjMjAtN2RhNGJjOTBlZTQ3?sa=X\u0026ved=0CAUQkfYCahcKEwiYlc7y1ozxAhUAAAAAHQAAAAAQAQ\",\"soundCloudLink\":\"https://soundcloud.com/surveysparrow/how-to-earn-a-perfect-satisfaction-score-sparrowcast-by-surveysparrow\",\"spotify\":\"https://open.spotify.com/episode/4fnajN88aezonoEi0LQk9F\",\"applePodcastLink\":\"https://podcasts.apple.com/us/podcast/how-to-earn-perfect-satisfaction-score-sparrowcast/id1475382367?i=1000446064761\",\"oldHostImageUrl\":\"https://site.surveysparrow.com/wp-content/uploads/2019/07/Shep-Hyken.jpg\",\"youtubeVideoId\":\"fXPsfgM1u44\",\"slug\":\"shep-hyken\",\"takeaways\":\"$22\",\"hostDescription\":\"Founder at Shepard Presentations\u003cbr\u003e\u003cbr\u003e\\nAn international leading authority on customer service, customer experience, and loyalty in business, Shep Hyken is one of the most well-respected leaders in the customer service world. 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While we all agree perfection is not reality, shooting for it is a pretty decent goal to have.\"}],[\"$\",\"p\",\"1\",{\"children\":\"Customer Satisfaction surveys are the most straightforward method to gauge customer sentiments. And, here you will be asking your customers to rate their customer experience on a Likert scale of 1 – 3, 1 – 5, or 1 – 10.\"}],[\"$\",\"h4\",\"2\",{\"children\":\"The Secret Behind the Perfect Customer Satisfaction Score\"}],[\"$\",\"p\",\"3\",{\"children\":[\"On a scale of 1-5, most definitely you should be trying to get a 5.\",[\"$\",\"br\",\"1\",{\"children\":null}],\"\\nBut “You don’t have to be the perfect, blow-me-away service I ever had in my life, to get a 5”. Brace yourself, for here comes the secret- “You just have to be better than average always”.\"]}],[\"$\",\"p\",\"4\",{\"children\":\"Now that sounds easy, yet why do you think so many companies are falling behind, unable to achieve the perfect score? 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