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These surveys typically ask customers to rate their satisfaction with a product, service, or recent interaction.</p>\n<p>It can also help you segment your audience in several ways, including demographic, psychographic, product/service usage, purchase habits, and overall satisfaction. This segmentation can help you personalize customer experience to meet the specific needs and expectations of different customer segments to improve loyalty and retention.</p>\n<p>A customer satisfaction survey can be conducted through various <a href=\"https://www.salesforce.com/blog/digital-customer-service-channels/\" target=\"_self\">digital channels</a>, from chatbots to email. The questions can be structured (with predefined response options) or open-ended (where customers can provide detailed answers).</p>\n<p>The goal is to get <a href=\"https://www.salesforce.com/service/customer-service-incident-management/customer-service-operations/\" target=\"_self\">service intelligence</a> from quantitative and qualitative data to learn more about the customer experience, see what’s working, and identify areas for improvement. A customer satisfaction survey helps businesses make informed decisions to enhance the customer experience and deliver <a href=\"https://www.salesforce.com/blog/what-is-good-customer-service/\" target=\"_self\">good customer service.</a></p>\n","anchor_id":"customer-satisfaction-survey"},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1715295883855_1r8_558263","name":"sf/promotion","attributes":{"blade_layout":"float_image","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Take the first step with Service Cloud.","description":"<p>Deliver personalized customer service at scale. 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They help you measure customer satisfaction and let you know what’s working and what’s not so you can constantly improve. You can use these data insights to make better decisions on how to deliver better products, services, and experiences.</p>\n<p>They also help you better understand customer preferences so you can tailor your offerings and personalize their experiences. You can even find out how you stack up against your competitors.</p>\n<p>Most importantly, customer satisfaction surveys show your customers that you care about them and their experience with your business. This helps to strengthen customer relationships and build loyalty, which can lead to increased revenue.</p>\n","anchor_id":"surveys-are-important"},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1715380369670_b22","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"How to create a customer satisfaction survey","headline_size":"h2","description":"<p>Your customer satisfaction surveys will vary depending on what your company wants to know. You may design one to get a sense of overall customer satisfaction, and another to dig into specific parts of the customer, product, or service experience.</p>\n<p>To save time, you can use <a href=\"https://www.salesforce.com/news/press-releases/2023/03/07/einstein-generative-ai/\" target=\"_self\">generative AI</a> like Einstein GPT to create surveys for you. For example, you might ask: “Write me a survey for customers who called about product x, but who have a low customer satisfaction score in the past year.” Be sure to have a human review the survey for accuracy.</p>\n<p>You can also use generative AI to help you decide which customer surveys go to which customers by segment. Generative AI can analyze customer data to identify patterns and preferences within different segments. For example, it can recommend that one survey be sent to customers with a past high <a href=\"https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-score/\" target=\"_self\">CSAT</a> and another for customers with a past low <a href=\"https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-score/\" target=\"_self\">CSAT</a>. Sending your survey to the right customers can improve the likelihood of getting more meaningful insights.</p>\n<p>No matter your objective, here’s how to set up for success:</p>\n<ul>\n<li><strong>Define a clear purpose:</strong> Before you begin, decide what you want to know. For example, if you want to know about how easy customers find their <a href=\"https://www.salesforce.com/resources/guides/self-service-checklist/\" target=\"_self\">self-service experience</a> with your company to be, focus your questions on self-service ease of use only.</li>\n<li><strong>Keep your survey short:</strong> Your customers may want to give you feedback, but if you make your survey too long or complicated, you may not get enough responses or quality feedback. Limit the number of questions — whether you use structured, open-ended, or a combination of both types. Let them know the <a href=\"https://www.qualtrics.com/support/survey-platform/survey-module/survey-checker/survey-methodology-compliance-best-practices/\" target=\"_blank\">time it will take</a> for them to complete your survey.</li>\n<li><strong>Mix quantitative and qualitative questions:</strong> Each question type provides unique insights. Quantitative questions provide numerical data that can be analyzed and measured in a <a href=\"https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-score/\" target=\"_self\">customer satisfaction score (CSAT)</a>. Qualitative data helps to explain the “why” behind quantitative. Ask your customers to rate their experience on a number scale. Finish with a question that prompts open-ended feedback, so they can explain what they mean in their own words.</li>\n<li><strong>Personalize, and be specific:</strong> Our research finds that <a href=\"https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/\" target=\"_self\">61% of customers</a> say most companies treat them as a number. This is where the power of your <a href=\"https://www.salesforce.com/service/customer-service-automation/\" target=\"_self\">CRM and automation</a> comes in with the ability to send personalized emails with customer names and previous interactions with your business at scale. A personal touch can bump up response rates by making your customers feel like they matter as people. This also helps to improve customer engagement and build stronger relationships.</li>\n<li><strong>Choose a delivery method:</strong> Your delivery method should match your audience’s communication preferences, whether it’s <a href=\"https://www.salesforce.com/resources/guides/voice-digital-customer-service/\" target=\"_self\">voice</a>, email, social media, or live chat. If you don’t know the best method, test different options to see which gets you the most responses.</li>\n<li><strong>Timing is everything:</strong> Send your survey when the experience is still fresh in customers’ minds but gives them enough time to form an opinion. Getting in touch after an important conversation or milestone can help you gather more accurate and useful responses. Tools like <a href=\"https://www.salesforce.com/service/cloud/\" target=\"_self\">Service Cloud</a> let you automate and send responses when it matters most, so you can reach customers at the right time. It can also send a reminder to complete the survey, in case someone doesn’t respond.</li>\n<li><strong>Act on feedback:</strong> The point of collecting data is to do something with it. When you make changes based on customer feedback, let them know through personalized emails, in-app notifications, or social media announcements. Showing customers how their feedback influenced change builds trust and makes it more likely that they’ll refer you to others — and respond to future surveys.</li>\n<li><strong>Reflect on previous surveys:</strong> Not all surveys provide will provide the data you want. Look at past surveys to see which have worked well before and what could be improved for stronger results.</li>\n</ul>\n","anchor_id":"create-a-customer-satisfaction"},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1715883834770_toi_558266","name":"sf/promotion","attributes":{"blade_layout":"float_image","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Dig into our latest customer service research.","description":"<p>High-performing service organizations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.</p>\n","image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?w=1024","alt":"Salesforce mascot Einstein showcasing the title slide of the State of Service report.","title":"2024/05/sos-webpromo-1024x1024-1.png","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=768,768","width":768,"height":768}],"width":1024,"height":1024},"link_1":{"variant":"primary","label":"Get the free report","source":"standard-link","url":"https://www.salesforce.com/resources/research-reports/state-of-service/"}},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1717796473733_12ue","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Types of customer service questions, plus examples","headline_size":"h2","description":"<p>You’re ready to create your own customer satisfaction survey. You know to include different kinds of questions depending on the type of feedback you want. But what specific approach should you take?</p>\n<p>Your questions can range from general to specific depending on the information you’re after. For example, rating scales may help you understand general satisfaction and set a CSAT benchmark.<br><br>But want to know more about customers’ experiences with specific products or product features? Consider having them tell you in their own words.</p>\n<p>Here are 8 question types and examples to help get you started:</p>\n<p>1.<strong> Overall satisfaction:</strong> Usually, this is a rating to gauge general satisfaction with your product or service.</p>\n<p><em>Example: “On a scale from 1 to 5, how satisfied are you with our product or service?”</em></p>\n<p>2. <strong>Specific experiences:</strong> Learn about customers’ experience with different aspects or interactions with your business by using open-ended questions.</p>\n<p><em>Example: “Please describe a recent experience you had with our customer service team.”</em></p>\n<p>3. <strong>Improvement suggestions:</strong> Seek actionable feedback about how to improve.</p>\n<p><em>Example: “What’s one thing we could do to make your experience with our contact center better in the future?”</em></p>\n<p>4. <strong>Product usage:</strong> Understand how customers typically engage with what you offer.</p>\n<p><em>Example: “How do you use our product or service?”</em></p>\n<p>5. <strong>Demographics:</strong> Collect background information to better segment your audience.</p>\n<p><em>Example: “Where are you located?”</em></p>\n<p>6. <strong>Psychographics:</strong> Explore the attitudes and behaviors of your customers.</p>\n<p><em>Example: “How much does </em><a href=\"https://www.salesforce.com/blog/sustainable-field-service-business/\" target=\"_self\"><em>field service sustainability</em></a><em> matter to you?</em>“</p>\n<p>7. <strong>Satisfaction scale:</strong> Quantify satisfaction levels based on recent service or overall experience with your company.</p>\n<p><em>Example: “On a scale from 1 to 10, with 10 being the best and 1 being the worst, how satisfied were you with your contact center experience today?”</em></p>\n<p>8. <strong>Write-in:</strong> This is an opportunity for you to ask specific questions and gain a bit more context. Customers can express their thoughts freely and provide information you may not gather using other formats.</p>\n<p><em>Example: “In your own words, what has your experience been like with our products?”</em></p>\n","anchor_id":"types-of-customer"},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1723491713478_jsy","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Top use cases for customer satisfaction surveys","headline_size":"h2","description":"<p>Rather than a crisis tool to solve problems after the fact, customer satisfaction surveys should be used proactively to learn about and improve the customer experience. Use them early and often to uncover valuable information at every stage of the customer journey and improve your approach to customer service.<br><br>Let’s look at a few examples.</p>\n","anchor_id":"cases-for-customer"},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1723491890799_u48","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Understanding customer feedback across touchpoints","headline_size":"h3","description":"<p><strong>When to use:</strong> After a customer interacts with your service team or at regular intervals to measure service quality over time.</p>\n<p>Every interaction with your business, including contact center, in-store purchase, or <a href=\"https://www.salesforce.com/service/field-service-management/\" target=\"_self\">field service</a> appointment, offers an opportunity to collect insights. If someone calls about a broken dishwasher, follow up with a survey. Have them rate their <a href=\"https://www.salesforce.com/service/field-service-management/what-is-dispatch-management/\" target=\"_self\">dispatcher experience</a>, field service appointment, or the product itself. For a full picture, send a survey after they schedule the repair and another after it’s completed.</p>\n<p>This approach helps you understand how satisfied customers are with different aspects of your business, from your customer service to the field service experience and product quality. It also helps identify what’s working well and what needs improvement at different stages.</p>\n","anchor_id":""},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1723491964504_lau","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Preventing customer churn and improving retention","headline_size":"h3","description":"<p><strong>When to use:</strong> If a customer has expressed disappointment with a product, canceled a service, or otherwise indicated they might be ready to buy elsewhere, use a customer satisfaction survey to gather feedback and fix the problem.</p>\n<p>Surveys can be a powerful tool in identifying at-risk customers and reasons for potential churn. By asking customers about their experiences and satisfaction, you’ll uncover those who may be ready to leave for a competitor and need some extra attention.</p>\n<p>Ask dissatisfied customers for their feedback and what could be improved for them to stay. Then, add their responses to their customer record and follow up with personalized assistance. If you have guidelines in place for retaining customers, such as personalized offers and incentives, this is a good time to use them to regain customer satisfaction and loyalty.</p>\n","anchor_id":""},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1723491991601_13wm","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Identifying where you’re getting it right","headline_size":"h3","description":"<p><strong>When to use:</strong> After a customer has shown high satisfaction with a recent interaction or milestone in their customer journey.</p>\n<p>While customer satisfaction surveys can show you where your customer service approach is falling short, they also point to what you’re doing right. Surveys often reveal your brand advocates — customers who are more likely to recommend you to others, speak highly of your brand publicly on social media, and make additional purchases.</p>\n<p>Analyze positive survey responses and feedback for signals of high satisfaction. Reinforce your service team’s positive behaviors and <a href=\"https://www.salesforce.com/blog/customer-service-week-ideas/\" target=\"_self\">celebrate successes</a> all year round. You can also use positive customer interactions and feedback — examples of things you’re doing well — as training and coaching opportunities.</p>\n","anchor_id":""},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1723492034323_sjf","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Testing the market for a new solution, product, for service","headline_size":"h3","description":"<p><strong>When to use:</strong> Before you introduce a new solution, survey high CSAT customers who are more likely provide feedback before it is launched and advocate for it when it goes into market.</p>\n<p>By targeting customers that have had a positive experience with your business in the past, you’re more likely to get useful feedback from them. Consider offering an incentive, like a free sweatshirt, if they participate in your survey. You can gauge interest, validate your product concept, find out what features they like, identify areas for improvement, and more. This way, you can address any issues before you launch the product, ensuring that you deliver a solution that meets customer needs and expectations.</p>\n<p>A satisfied customer is also more likely to become an earlier adopter <em>and</em> an advocate for your product once it launches. They may recommend it to others through word-of-mouth referrals or on social media platforms in real time. Watch for these reviews and acknowledge their feedback right away. Be sure to ask them if they will participate in your customer reference program, as well in case studies, customer stories, and webinars. Their advocacy helps to build trust, attracting new customers and driving business.</p>\n","anchor_id":""},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1723492053890_wht","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Evolving with customer expectations","headline_size":"h3","description":"<p>Feedback collected from surveys doesn’t just guide your business to improving its products and services; it can also help you provide better customer service experiences. Understanding what customers value most can help you hone your process so that you evolve with changing customer preferences. Consistent feedback about customer expectations also helps your team remain agile.</p>\n<p>If customers frequently give your company five stars, consider follow-up surveys. Ask open-ended questions to pull in information about specific parts of the experience they enjoyed and what exactly they liked. For example, if you want their take on resolving a complaint, ask what made it stand out. Detailed feedback allows you to keep delivering great experiences.</p>\n","anchor_id":""},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1723492096193_lk8","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"How to use customer satisfaction surveys to your advantage","headline_size":"h2","description":"<p>With customer satisfaction surveys, you don’t have to be a mind reader. By asking, listening, acting, and communicating, you build a continuous cycle for improvement. When you implement changes based on customer feedback, share those updates with your customers right away. This can help them feel valued, leading to higher loyalty and satisfaction.</p>\n<p>Remember: customer satisfaction surveys are only as good as the data they collect. Asking the right questions, in the right way, at the right time, will increase your response rates and provide you with the right insights to act on. Show your customers you’re committed to giving them a great experience. That’s what keeps them coming back for more.</p>\n","anchor_id":"surveys-to-your-advantage"},"path":"/service/customer-service-incident-management/customer-satisfaction-survey","urlLoc":"us","curHref":"/service/customer-service-incident-management/customer-satisfaction-survey/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1668667220025_8dd_5582615","name":"sf/nup","attributes":{"link_location":"below","audience_segment":["prospect","customer"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","card_type":"sf/resource","card_layout":"Standard","card_description_visibility":false,"card_image":true,"card_eyebrow_visibility":true,"card_link_visibility":true,"headline":"Keep up with the latest service trends, insights, and conversations.","description":"","link_1":{"variant":"secondary","label":"See all 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Importance, Types, and Tips" data-module-position="1" data-module-type="headline"> <div class="image__wrapper "> <img loading="eager" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/08/customer-satisfaction-marquee-1680x1120-2.webp?w=1024" class="image__asset" alt="Man on phone as a satisfied customer" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/08/customer-satisfaction-marquee-1680x1120-2.webp?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/08/customer-satisfaction-marquee-1680x1120-2.webp?resize=300,200 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/08/customer-satisfaction-marquee-1680x1120-2.webp?resize=768,512 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/08/customer-satisfaction-marquee-1680x1120-2.webp?resize=1024,683 1024w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/08/customer-satisfaction-marquee-1680x1120-2.webp?resize=1536,1024 1536w" height="683" width="1024"/> <div class="social-sharing__wrapper"> <div class="social-sharing" data-component="social-sharing"> <ul class="social-sharing__nav"> <li class="social-sharing__item share-the-story-text"> <p>Share the story</p> </li> <li class="social-sharing__item"> <a href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-survey/&title=What Is a Customer Satisfaction Survey?" class="social-sharing__linkedin-icon" aria-label="Share on LinkedIn (Opens in a new tab)" data-link-text="LinkedIn" data-link-url="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-survey/&title=What Is a Customer Satisfaction Survey?" data-link-type="text link" target="_blank"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/linkedin.svg" height="auto" width="auto" alt="" /> </div> </a> </li> <li class="social-sharing__item"> <a href="https://twitter.com/intent/tweet?text=What Is a Customer Satisfaction Survey?&url=https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-survey/" class="social-sharing__x-icon" aria-label="Share on X (Opens in a new tab)" data-link-text="X" data-link-url="https://twitter.com/intent/tweet?text=What Is a Customer Satisfaction Survey?&url=https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-survey/" data-link-type="text link" target="_blank"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/x-icon.svg" height="auto" width="auto" alt="" /> </div> </a> </li> <li class="social-sharing__item"> <a href="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-survey/" class="social-sharing__facebook-icon" aria-label="Share on Facebook (Opens in a new tab)" data-link-text="Facebook" data-link-url="https://www.facebook.com/sharer/sharer.php?u=https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-survey/" data-link-type="text link" target="_blank"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/facebook.svg" height="auto" width="auto" alt="" /> </div> </a> </li> <li class="social-sharing__item"> <div class="social-sharing__tooltip"> <button class="social-sharing__copy-link-icon tooltip" title="Link Copied" data-link-text="Link Copied" data-link-url="tooltip" data-link-type="tooltip" aria-describedby="tooltip"> <div class="social-sharing__current-link tooltip_icon" data-clipboard-text="https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-survey/"> <div class="social-sharing__white-square"> <img src="https://a.sfdcstatic.com/shared/images/pbc/icons/copy-link.svg" height="auto" width="auto" alt="" /> </div> </div> <span class="tooltip_top_position_arrow_center tooltip_text" role="tooltip"> <p>Link Copied</p> </span> </button> </div> </li> </ul> </div> </div> </div> <div class="content__wrapper "> <header class="marquee__blade-heading eyebrow--standard marquee__blade--no-ctas"> <h1 class="headline marquee__headline--standard" style=" color:#032D60 "> What Is a Customer Satisfaction Survey? Importance, Types, and Tips </h1> <div class="blade__description"> <p>A customer satisfaction survey can help you get the insights you need to improve your offerings and build long-term loyalty.</p> <p><strong>By Martin DuPont</strong></p> </div> <div class="social-sharing__wrapper"> <div class="social-sharing" data-component="social-sharing"> <ul class="social-sharing__nav"> <li class="social-sharing__item share-the-story-text"> <p>Share the story</p> </li> <li class="social-sharing__item"> <a href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-survey/&title=What Is a Customer Satisfaction Survey?" class="social-sharing__linkedin-icon" aria-label="Share on LinkedIn (Opens in a new tab)" data-link-text="LinkedIn" 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src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?w=731" class="background__image background__image--custom" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=214,300 214w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=768,1076 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=731,1024 731w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=1096,1536 1096w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/06/marquee-service-product-background-mobile.jpg?resize=1462,2048 1462w" height="100%" width="100%"/> </div> </section> </div><div data-blade-id="1715959779275_w7g" data-blade-position="2" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1715959779275_w7g" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715959779275_w7g" data-module-name="" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> </header> <div class="blade__description"> <p>A customer satisfaction survey helps you get candid feedback from your customers. It gives them the opportunity to share their needs, preferences, and frustrations. You can find out if your customers are happy (or not) with your business.</p> <p>Insight about the customer experience is critical. You can’t measure customer satisfaction without it. Our research finds that <a href="https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/" target="_self">80% of customers</a> say the experience a company provides is as important as its products and services.</p> <p>Your <a href="https://www.salesforce.com/crm/" target="_self">customer relationship management (CRM) system</a> & <a href="https://www.salesforce.com/service/" target="_self">customer service software</a> makes it easy to track, manage, and analyze this data in one centralized location. Your whole team has a complete picture of each customer in real time, so they know how to deliver on customer expectations. Let’s look at how you can get the most out of a customer satisfaction survey.</p> </div> </article> </div> </section> </div><div data-blade-id="1715379956022_vu9" data-blade-position="3" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="top" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715379956022_vu9" data-module-name="" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> </header> <div class="blade__description"> <h2><strong>What you’ll learn</strong>:</h2> <ul> <li><a href="#customer-satisfaction-survey" target="_self">What is a customer satisfaction survey?</a></li> <li><a href="#surveys-are-important" target="_self">Why customer satisfaction surveys are important</a></li> <li><a href="#create-a-customer-satisfaction" target="_self">How to create a customer satisfaction survey</a></li> <li><a href="#types-of-customer" target="_self">Types of questions to ask, plus examples</a></li> <li><a href="#cases-for-customer" target="_self">Top use cases for customer satisfaction surveys</a></li> <li><a href="#surveys-to-your-advantage" target="_self">How to use customer satisfaction surveys to your advantage</a></li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1715617265356_ehk" data-blade-position="4" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="customer-satisfaction-survey" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715617265356_ehk" data-module-name="What is a customer satisfaction survey?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What is a customer satisfaction survey? </h2> </header> <div class="blade__description"> <p>A customer satisfaction survey is a tool businesses use to gather <a href="https://www.salesforce.com/service/customer-service-operations/feedback-management/" target="_self">feedback</a> from customers about their experience. These surveys typically ask customers to rate their satisfaction with a product, service, or recent interaction.</p> <p>It can also help you segment your audience in several ways, including demographic, psychographic, product/service usage, purchase habits, and overall satisfaction. This segmentation can help you personalize customer experience to meet the specific needs and expectations of different customer segments to improve loyalty and retention.</p> <p>A customer satisfaction survey can be conducted through various <a href="https://www.salesforce.com/blog/digital-customer-service-channels/" target="_self">digital channels</a>, from chatbots to email. The questions can be structured (with predefined response options) or open-ended (where customers can provide detailed answers).</p> <p>The goal is to get <a href="https://www.salesforce.com/service/customer-service-incident-management/customer-service-operations/" target="_self">service intelligence</a> from quantitative and qualitative data to learn more about the customer experience, see what’s working, and identify areas for improvement. A customer satisfaction survey helps businesses make informed decisions to enhance the customer experience and deliver <a href="https://www.salesforce.com/blog/what-is-good-customer-service/" target="_self">good customer service.</a></p> </div> </article> </div> </section> </div><div data-blade-id="1715295883855_1r8_558263" data-blade-position="5" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1715295883855_1r8_558263" class="relative promotion--blade promotion--left-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--float_image theme--light_gradient" data-module-id="1715295883855_1r8_558263" data-module-name="Take the first step with Service Cloud." data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 pb-64 pt-64 mobile-pb-40 mobile-ml-32 mobile-mr-32 promotion_layout--float_image-image_wrapper " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/allproducts-card.jpg?w=840" class="image__asset" alt="Salesforce mascot Astro standing in a green field, wearing a headset, and holding the Service Cloud pink heart logo." sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/allproducts-card.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/allproducts-card.jpg?resize=300,200 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/allproducts-card.jpg?resize=768,512 768w" height="560" width="840"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32 pb-64 promotion_layout---image-content_wrapper"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Take the first step with Service Cloud. </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>Deliver personalized customer service at scale. Bring all of your support needs onto one platform so you can decrease costs while increasing efficiency.</p> </div> </header> <div class="cta_container flex flex--float_image ctas__2"> <pbc-button class="cta_button__wrapper" data-link-text="Learn more" data-link-url="https://www.salesforce.com/service/cloud/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Learn more: Take the first step with Service Cloud." href="https://www.salesforce.com/service/cloud/" > Learn more </a> </pbc-button> <pbc-button class="cta_button__wrapper" data-link-text="Try for free" data-link-url="https://www.salesforce.com/form/signup/freetrial-service/?d=pb" data-link-type="secondary cta" > <a class="cta_button" data-size="" data-variant="secondary" data-stacking="default" aria-label="Try for free: Take the first step with Service Cloud." label="Try for free" href="https://www.salesforce.com/form/signup/freetrial-service/?d=pb" target="_blank" rel="noopener" > Try for free </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1717796258154_ehs" data-blade-position="6" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="surveys-are-important" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1717796258154_ehs" data-module-name="Why customer satisfaction surveys are important" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Why customer satisfaction surveys are important </h2> </header> <div class="blade__description"> <p>Customer satisfaction surveys are a key part of understanding the <a href="https://www.salesforce.com/blog/what-is-customer-experience/" target="_self">customer experience</a>. They help you measure customer satisfaction and let you know what’s working and what’s not so you can constantly improve. You can use these data insights to make better decisions on how to deliver better products, services, and experiences.</p> <p>They also help you better understand customer preferences so you can tailor your offerings and personalize their experiences. You can even find out how you stack up against your competitors.</p> <p>Most importantly, customer satisfaction surveys show your customers that you care about them and their experience with your business. This helps to strengthen customer relationships and build loyalty, which can lead to increased revenue.</p> </div> </article> </div> </section> </div><div data-blade-id="1715380369670_b22" data-blade-position="7" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="create-a-customer-satisfaction" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715380369670_b22" data-module-name="How to create a customer satisfaction survey" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How to create a customer satisfaction survey </h2> </header> <div class="blade__description"> <p>Your customer satisfaction surveys will vary depending on what your company wants to know. You may design one to get a sense of overall customer satisfaction, and another to dig into specific parts of the customer, product, or service experience.</p> <p>To save time, you can use <a href="https://www.salesforce.com/news/press-releases/2023/03/07/einstein-generative-ai/" target="_self">generative AI</a> like Einstein GPT to create surveys for you. For example, you might ask: “Write me a survey for customers who called about product x, but who have a low customer satisfaction score in the past year.” Be sure to have a human review the survey for accuracy.</p> <p>You can also use generative AI to help you decide which customer surveys go to which customers by segment. Generative AI can analyze customer data to identify patterns and preferences within different segments. For example, it can recommend that one survey be sent to customers with a past high <a href="https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-score/" target="_self">CSAT</a> and another for customers with a past low <a href="https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-score/" target="_self">CSAT</a>. Sending your survey to the right customers can improve the likelihood of getting more meaningful insights.</p> <p>No matter your objective, here’s how to set up for success:</p> <ul> <li><strong>Define a clear purpose:</strong> Before you begin, decide what you want to know. For example, if you want to know about how easy customers find their <a href="https://www.salesforce.com/resources/guides/self-service-checklist/" target="_self">self-service experience</a> with your company to be, focus your questions on self-service ease of use only.</li> <li><strong>Keep your survey short:</strong> Your customers may want to give you feedback, but if you make your survey too long or complicated, you may not get enough responses or quality feedback. Limit the number of questions — whether you use structured, open-ended, or a combination of both types. Let them know the <a href="https://www.qualtrics.com/support/survey-platform/survey-module/survey-checker/survey-methodology-compliance-best-practices/" target="_blank" class="link__new-tab">time it will take<img class="link__new-tab-icon" alt="Opens in a new window"></a> for them to complete your survey.</li> <li><strong>Mix quantitative and qualitative questions:</strong> Each question type provides unique insights. Quantitative questions provide numerical data that can be analyzed and measured in a <a href="https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-score/" target="_self">customer satisfaction score (CSAT)</a>. Qualitative data helps to explain the “why” behind quantitative. Ask your customers to rate their experience on a number scale. Finish with a question that prompts open-ended feedback, so they can explain what they mean in their own words.</li> <li><strong>Personalize, and be specific:</strong> Our research finds that <a href="https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/" target="_self">61% of customers</a> say most companies treat them as a number. This is where the power of your <a href="https://www.salesforce.com/service/customer-service-automation/" target="_self">CRM and automation</a> comes in with the ability to send personalized emails with customer names and previous interactions with your business at scale. A personal touch can bump up response rates by making your customers feel like they matter as people. This also helps to improve customer engagement and build stronger relationships.</li> <li><strong>Choose a delivery method:</strong> Your delivery method should match your audience’s communication preferences, whether it’s <a href="https://www.salesforce.com/resources/guides/voice-digital-customer-service/" target="_self">voice</a>, email, social media, or live chat. If you don’t know the best method, test different options to see which gets you the most responses.</li> <li><strong>Timing is everything:</strong> Send your survey when the experience is still fresh in customers’ minds but gives them enough time to form an opinion. Getting in touch after an important conversation or milestone can help you gather more accurate and useful responses. Tools like <a href="https://www.salesforce.com/service/cloud/" target="_self">Service Cloud</a> let you automate and send responses when it matters most, so you can reach customers at the right time. It can also send a reminder to complete the survey, in case someone doesn’t respond.</li> <li><strong>Act on feedback:</strong> The point of collecting data is to do something with it. When you make changes based on customer feedback, let them know through personalized emails, in-app notifications, or social media announcements. Showing customers how their feedback influenced change builds trust and makes it more likely that they’ll refer you to others — and respond to future surveys.</li> <li><strong>Reflect on previous surveys:</strong> Not all surveys provide will provide the data you want. Look at past surveys to see which have worked well before and what could be improved for stronger results.</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1715883834770_toi_558266" data-blade-position="8" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1715883834770_toi_558266" class="relative promotion--blade promotion--left-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--float_image theme--light_gradient" data-module-id="1715883834770_toi_558266" data-module-name="Dig into our latest customer service research." data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 pb-64 pt-64 mobile-pb-40 mobile-ml-32 mobile-mr-32 promotion_layout--float_image-image_wrapper " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?w=1024" class="image__asset" alt="Salesforce mascot Einstein showcasing the title slide of the State of Service report." sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=300,300 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=768,768 768w" height="1024" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Dig into our latest customer service research. </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>High-performing service organizations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.</p> </div> </header> <div class="cta_container flex flex--float_image ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Get the free report" data-link-url="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Get the free report: Dig into our latest customer service research." href="https://www.salesforce.com/resources/research-reports/state-of-service/" > Get the free report </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1717796473733_12ue" data-blade-position="9" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="types-of-customer" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1717796473733_12ue" data-module-name="Types of customer service questions, plus examples" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Types of customer service questions, plus examples </h2> </header> <div class="blade__description"> <p>You’re ready to create your own customer satisfaction survey. You know to include different kinds of questions depending on the type of feedback you want. But what specific approach should you take?</p> <p>Your questions can range from general to specific depending on the information you’re after. For example, rating scales may help you understand general satisfaction and set a CSAT benchmark.<br><br>But want to know more about customers’ experiences with specific products or product features? Consider having them tell you in their own words.</p> <p>Here are 8 question types and examples to help get you started:</p> <p>1.<strong> Overall satisfaction:</strong> Usually, this is a rating to gauge general satisfaction with your product or service.</p> <p><em>Example: “On a scale from 1 to 5, how satisfied are you with our product or service?”</em></p> <p>2. <strong>Specific experiences:</strong> Learn about customers’ experience with different aspects or interactions with your business by using open-ended questions.</p> <p><em>Example: “Please describe a recent experience you had with our customer service team.”</em></p> <p>3. <strong>Improvement suggestions:</strong> Seek actionable feedback about how to improve.</p> <p><em>Example: “What’s one thing we could do to make your experience with our contact center better in the future?”</em></p> <p>4. <strong>Product usage:</strong> Understand how customers typically engage with what you offer.</p> <p><em>Example: “How do you use our product or service?”</em></p> <p>5. <strong>Demographics:</strong> Collect background information to better segment your audience.</p> <p><em>Example: “Where are you located?”</em></p> <p>6. <strong>Psychographics:</strong> Explore the attitudes and behaviors of your customers.</p> <p><em>Example: “How much does </em><a href="https://www.salesforce.com/blog/sustainable-field-service-business/" target="_self"><em>field service sustainability</em></a><em> matter to you?</em>“</p> <p>7. <strong>Satisfaction scale:</strong> Quantify satisfaction levels based on recent service or overall experience with your company.</p> <p><em>Example: “On a scale from 1 to 10, with 10 being the best and 1 being the worst, how satisfied were you with your contact center experience today?”</em></p> <p>8. <strong>Write-in:</strong> This is an opportunity for you to ask specific questions and gain a bit more context. Customers can express their thoughts freely and provide information you may not gather using other formats.</p> <p><em>Example: “In your own words, what has your experience been like with our products?”</em></p> </div> </article> </div> </section> </div><div data-blade-id="1723491713478_jsy" data-blade-position="10" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="cases-for-customer" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1723491713478_jsy" data-module-name="Top use cases for customer satisfaction surveys" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Top use cases for customer satisfaction surveys </h2> </header> <div class="blade__description"> <p>Rather than a crisis tool to solve problems after the fact, customer satisfaction surveys should be used proactively to learn about and improve the customer experience. Use them early and often to uncover valuable information at every stage of the customer journey and improve your approach to customer service.<br><br>Let’s look at a few examples.</p> </div> </article> </div> </section> </div><div data-blade-id="1723491890799_u48" data-blade-position="11" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1723491890799_u48" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1723491890799_u48" data-module-name="Understanding customer feedback across touchpoints" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Understanding customer feedback across touchpoints </h3> </header> <div class="blade__description"> <p><strong>When to use:</strong> After a customer interacts with your service team or at regular intervals to measure service quality over time.</p> <p>Every interaction with your business, including contact center, in-store purchase, or <a href="https://www.salesforce.com/service/field-service-management/" target="_self">field service</a> appointment, offers an opportunity to collect insights. If someone calls about a broken dishwasher, follow up with a survey. Have them rate their <a href="https://www.salesforce.com/service/field-service-management/what-is-dispatch-management/" target="_self">dispatcher experience</a>, field service appointment, or the product itself. For a full picture, send a survey after they schedule the repair and another after it’s completed.</p> <p>This approach helps you understand how satisfied customers are with different aspects of your business, from your customer service to the field service experience and product quality. It also helps identify what’s working well and what needs improvement at different stages.</p> </div> </article> </div> </section> </div><div data-blade-id="1723491964504_lau" data-blade-position="12" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1723491964504_lau" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1723491964504_lau" data-module-name="Preventing customer churn and improving retention" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Preventing customer churn and improving retention </h3> </header> <div class="blade__description"> <p><strong>When to use:</strong> If a customer has expressed disappointment with a product, canceled a service, or otherwise indicated they might be ready to buy elsewhere, use a customer satisfaction survey to gather feedback and fix the problem.</p> <p>Surveys can be a powerful tool in identifying at-risk customers and reasons for potential churn. By asking customers about their experiences and satisfaction, you’ll uncover those who may be ready to leave for a competitor and need some extra attention.</p> <p>Ask dissatisfied customers for their feedback and what could be improved for them to stay. Then, add their responses to their customer record and follow up with personalized assistance. If you have guidelines in place for retaining customers, such as personalized offers and incentives, this is a good time to use them to regain customer satisfaction and loyalty.</p> </div> </article> </div> </section> </div><div data-blade-id="1723491991601_13wm" data-blade-position="13" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1723491991601_13wm" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1723491991601_13wm" data-module-name="Identifying where you’re getting it right" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Identifying where you’re getting it right </h3> </header> <div class="blade__description"> <p><strong>When to use:</strong> After a customer has shown high satisfaction with a recent interaction or milestone in their customer journey.</p> <p>While customer satisfaction surveys can show you where your customer service approach is falling short, they also point to what you’re doing right. Surveys often reveal your brand advocates — customers who are more likely to recommend you to others, speak highly of your brand publicly on social media, and make additional purchases.</p> <p>Analyze positive survey responses and feedback for signals of high satisfaction. Reinforce your service team’s positive behaviors and <a href="https://www.salesforce.com/blog/customer-service-week-ideas/" target="_self">celebrate successes</a> all year round. You can also use positive customer interactions and feedback — examples of things you’re doing well — as training and coaching opportunities.</p> </div> </article> </div> </section> </div><div data-blade-id="1723492034323_sjf" data-blade-position="14" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1723492034323_sjf" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1723492034323_sjf" data-module-name="Testing the market for a new solution, product, for service" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Testing the market for a new solution, product, for service </h3> </header> <div class="blade__description"> <p><strong>When to use:</strong> Before you introduce a new solution, survey high CSAT customers who are more likely provide feedback before it is launched and advocate for it when it goes into market.</p> <p>By targeting customers that have had a positive experience with your business in the past, you’re more likely to get useful feedback from them. Consider offering an incentive, like a free sweatshirt, if they participate in your survey. You can gauge interest, validate your product concept, find out what features they like, identify areas for improvement, and more. This way, you can address any issues before you launch the product, ensuring that you deliver a solution that meets customer needs and expectations.</p> <p>A satisfied customer is also more likely to become an earlier adopter <em>and</em> an advocate for your product once it launches. They may recommend it to others through word-of-mouth referrals or on social media platforms in real time. Watch for these reviews and acknowledge their feedback right away. Be sure to ask them if they will participate in your customer reference program, as well in case studies, customer stories, and webinars. Their advocacy helps to build trust, attracting new customers and driving business.</p> </div> </article> </div> </section> </div><div data-blade-id="1723492053890_wht" data-blade-position="15" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1723492053890_wht" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1723492053890_wht" data-module-name="Evolving with customer expectations" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Evolving with customer expectations </h3> </header> <div class="blade__description"> <p>Feedback collected from surveys doesn’t just guide your business to improving its products and services; it can also help you provide better customer service experiences. Understanding what customers value most can help you hone your process so that you evolve with changing customer preferences. Consistent feedback about customer expectations also helps your team remain agile.</p> <p>If customers frequently give your company five stars, consider follow-up surveys. Ask open-ended questions to pull in information about specific parts of the experience they enjoyed and what exactly they liked. For example, if you want their take on resolving a complaint, ask what made it stand out. Detailed feedback allows you to keep delivering great experiences.</p> </div> </article> </div> </section> </div><div data-blade-id="1723492096193_lk8" data-blade-position="16" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="surveys-to-your-advantage" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1723492096193_lk8" data-module-name="How to use customer satisfaction surveys to your advantage" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How to use customer satisfaction surveys to your advantage </h2> </header> <div class="blade__description"> <p>With customer satisfaction surveys, you don’t have to be a mind reader. By asking, listening, acting, and communicating, you build a continuous cycle for improvement. When you implement changes based on customer feedback, share those updates with your customers right away. This can help them feel valued, leading to higher loyalty and satisfaction.</p> <p>Remember: customer satisfaction surveys are only as good as the data they collect. Asking the right questions, in the right way, at the right time, will increase your response rates and provide you with the right insights to act on. Show your customers you’re committed to giving them a great experience. That’s what keeps them coming back for more.</p> </div> </article> </div> </section> </div><div data-blade-id="1668667220025_8dd_5582615" data-blade-position="17" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1668667220025_8dd_5582615" class="relative nup--blade nup--link_below layout--4 nup--card_resource" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <div class="grid grid_main nup nup__4 nup__gridFour theme--light_gradient"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> Keep up with the latest service trends, insights, and conversations. </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1668667491762_lzs" data-module-name="Find out how Service Cloud helps you deflect 30% of cases." data-module-position="1" data-module-type="card_resource" > <div class="card--card_resource card--generic_card pbc-g-elevation-2 flex border-rad-16 "> <div class="card__image__wrapper"> <a href="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" tabindex="-1" aria-label="Find out how Service Cloud helps you deflect 30% of cases." data-link-url="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" data-link-type="image" target="_blank"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?w=1024" class="card__image" alt="Service Cloud guided tour" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?resize=1024,576 1024w" height="auto" width="auto"/> </a> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <span class="badge blue95 pl-12 pr-12">Guided Tour</span> <h3 class="card__headline mb-16" style=" "> <a href="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" data-link-text="Find out how Service Cloud helps you deflect 30% of cases." data-link-url="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" data-link-type="header" target="_blank"> Find out how Service Cloud helps you deflect 30% of cases. </a> </h3> </div> <div class="cta_container flex flex--center"> <pbc-button class="cta_button__wrapper" data-link-text="Take the tour" data-link-url="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="wideM" aria-label="Take the tour: Find out how Service Cloud helps you deflect 30% of cases." href="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" target="_blank" rel="noopener" > Take the tour </a> </pbc-button> </div> </div> </div> </article> <article class="card card__2 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1668667492859_y68" data-module-name="The Sixth Edition State of Service Report" data-module-position="2" data-module-type="card_resource" > <div class="card--card_resource card--generic_card pbc-g-elevation-2 flex border-rad-16 "> <div class="card__image__wrapper"> <a href="https://www.salesforce.com/resources/research-reports/state-of-service/" tabindex="-1" aria-label="The Sixth Edition State of Service Report" data-link-url="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-type="image" target="_self"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?w=1024" class="card__image" alt="State of Service" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?resize=1024,576 1024w" height="auto" width="auto"/> </a> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <span class="badge blue95 pl-12 pr-12">Report</span> <h3 class="card__headline mb-16" style=" "> <a href="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-text="The Sixth Edition State of Service Report" data-link-url="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-type="header" target="_self"> The Sixth Edition State of Service Report </a> </h3> </div> <div class="cta_container flex flex--center"> <pbc-button class="cta_button__wrapper" data-link-text="Get the report" data-link-url="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="wideM" aria-label="Get the report: The Sixth Edition State of Service Report" href="https://www.salesforce.com/resources/research-reports/state-of-service/" target="_self" rel="noopener" > Get the report </a> </pbc-button> </div> </div> </div> </article> <article class="card card__3 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1670625781948_gt3" data-module-name="See if your self-service experience is adding value to your business." data-module-position="3" data-module-type="card_resource" > <div class="card--card_resource card--generic_card pbc-g-elevation-2 flex border-rad-16 "> <div class="card__image__wrapper"> <a href="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" tabindex="-1" aria-label="See if your self-service experience is adding value to your business." data-link-url="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" data-link-type="image" target="_blank"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?w=1024" class="card__image" alt="Assessment product screen" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?resize=1024,576 1024w" height="auto" width="auto"/> </a> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <span class="badge blue95 pl-12 pr-12">Assessment</span> <h3 class="card__headline mb-16" style=" "> <a href="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" data-link-text="See if your self-service experience is adding value to your business." data-link-url="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" data-link-type="header" target="_blank"> See if your self-service experience is adding value to your business. </a> </h3> </div> <div class="cta_container flex flex--center"> <pbc-button class="cta_button__wrapper" data-link-text="Take the assessment" data-link-url="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="wideM" aria-label="Take the assessment: See if your self-service experience is adding value to your business." href="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" target="_blank" rel="noopener" > Take the assessment </a> </pbc-button> </div> </div> </div> </article> <article class="card card__4 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1712838864856_s14" data-module-name="Learn how over 5,500 service and field professionals are meeting today’s challenges." data-module-position="4" data-module-type="card_resource" > <div class="card--card_resource card--generic_card pbc-g-elevation-2 flex border-rad-16 "> <div class="card__image__wrapper"> <a href="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" tabindex="-1" aria-label="Learn how over 5,500 service and field professionals are meeting today’s challenges." data-link-url="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" data-link-type="image" target="_blank"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?w=1024" class="card__image" alt="Your Guide to AI and Data in Field Service" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?resize=1024,576 1024w" height="auto" width="auto"/> </a> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <span class="badge blue95 pl-12 pr-12">Guide</span> <h3 class="card__headline mb-16" style=" "> <a href="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" data-link-text="Learn how over 5,500 service and field professionals are meeting today’s challenges." data-link-url="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" data-link-type="header" target="_blank"> Learn how over 5,500 service and field professionals are meeting today’s challenges. </a> </h3> </div> <div class="cta_container flex flex--center"> <pbc-button class="cta_button__wrapper" data-link-text="Get the guide" data-link-url="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="wideM" aria-label="Get the guide: Learn how over 5,500 service and field professionals are meeting today’s challenges." href="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" target="_blank" rel="noopener" > Get the guide </a> </pbc-button> </div> </div> </div> </article> </div> <div class="nup_cta" data-module-name="Keep up with the latest service trends, insights, and conversations." data-module-position="5" data-module-id="0" data-module-type="cta"> <div class="cta_container flex flex--center ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="See all resources" data-link-url="https://www.salesforce.com/resources/service/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="secondary" data-stacking="default" aria-label="See all resources: Keep up with the latest service trends, insights, and conversations." href="https://www.salesforce.com/resources/service/" > See all resources </a> </pbc-button> </div> </div> </div> </div> </section> </div><div data-blade-id="1668731671593_17ln_5582616" data-blade-position="18" data-blade-name="sf/contactus" data-blade-variant="contactus" data-blade-source="www" data-blade-type="blade"> <section id="1668731671593_17ln_5582616" class="relative contactus--blade contactus--link_below layout--3 contactus--card_contactus" > <div class="container container--min-spacing-bottom container--min-spacing-top background__present"> <div class="grid grid_main contactus contactus__3 contactus__gridThree theme--light_gradient"> <header class="contactus__blade-heading text--center"> <h2 class="headline" style=" "> Ready to take the next step with the Service Solution built on the world’s #1 CRM? </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper theme--light_gradient" data-module-id="1670344843552_5tw" data-module-type="card_contactus" data-module-name="Start your trial." data-module-position="1" data-module-track-impressions="" > <div class="card--card_contactus pbc-g-elevation-2 flex border-rad-16"> <div class="card__image__wrapper"> <div class="card__icon__wrapper"> <img class="card__brand__image" src="https://wp.salesforce.com/en-us/wp-content/uploads/sites/4/2024/08/screen.svg" loading="lazy" aria-hidden="true" aria-label="" /> </div> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <h3 class="card__headline mt-8 mb-8 mobile-mt-8 mobile-mb-8 pbc-g-text-display-6" style=" "> Start your trial. </h3> <div class="card__description pbc-g-text-body-2 mobile-mb-20 mb-32 mt-8"> <p>Try Service Cloud free for 30 days. No credit card, no installations.</p> </div> </div> <div class="cta_container flex"> <pbc-button class="cta_button__wrapper" data-link-text="Try for free" data-link-url="https://www.salesforce.com/form/signup/freetrial-service/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="default" aria-label="Try for free: Start your trial." href="https://www.salesforce.com/form/signup/freetrial-service/?d=pb" target="_blank" rel="noopener" > Try for free </a> </pbc-button> </div> </div> </div> </article> <article class="card card__2 card__wrapper theme--light_gradient" data-module-id="1668731671714_1524" data-module-type="card_contactus" data-module-name="Talk to an expert." data-module-position="2" data-module-track-impressions="" > <div class="card--card_contactus pbc-g-elevation-2 flex border-rad-16"> <div class="card__image__wrapper"> <div class="card__icon__wrapper"> <img class="card__brand__image" src="https://wp.salesforce.com/en-us/wp-content/uploads/sites/4/2024/08/call.svg" loading="lazy" aria-hidden="true" aria-label="" /> </div> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <h3 class="card__headline mt-8 mb-8 mobile-mt-8 mobile-mb-8 pbc-g-text-display-6" style=" "> Talk to an expert. </h3> <div class="card__description pbc-g-text-body-2 mobile-mb-20 mb-32 mt-8"> <p>Tell us a bit more so the right person can reach out faster.</p> </div> </div> <div class="cta_container flex"> <pbc-button class="cta_button__wrapper" data-link-text="Request a call" data-link-url="https://www.salesforce.com/form/service-cloud/contact-me/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="default" aria-label="Request a call: Talk to an expert." href="https://www.salesforce.com/form/service-cloud/contact-me/?d=pb" target="_blank" rel="noopener" > Request a call </a> </pbc-button> </div> </div> </div> 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