Gauge the overall customer experience

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Gauging the quality of the customer experience is the main goal of your satisfaction survey . Asking your customer to rate their overall experience is therefore one of the first questions to ask them.

If you are just starting your online store, it may be worth asking them specifically about their shopping experience. The customer satisfaction score you obtain should be among the KPIs of your marketing strategy.

7. Evaluate your products and services
Asking your customers to evaluate your products and services allows you to verify that your offer satisfies them . Thanks to their feedback, you will be able to identify possible areas for improvement.

In particular, you can ask your customer about the conformity of the product in relation to their expectations, their frequency of use or the criteria that they think need to be improved. This part of the survey is specific to your sector of activity and the nature of your products or services.

8. Insert socio-demographic questions
If the satisfaction questionnaire is used to improve the experience and the offer kuwait telegram phone number list it is also a tool for collecting data on your target . Socio-demographic questions are useful for you to better understand it.

Gender, age, place of residence, number of children, profession, income… The answers to such questions help you refine your marketing personas . You are thus able to send your prospects and customers a message and an offer that is as suitable as possible.

9. Control the frequency of sending questionnaires
Satisfaction surveys are usually sent to customers via email. This should therefore be integrated into your email marketing strategy . As such, it is important to control the frequency of sending questionnaires.

If you overuse satisfaction surveys, your customers may interpret this negatively and decide not to respond to them anymore . Sending them on a quarterly basis is acceptable, especially for regular buyers of an online or physical store.

10. Communicate on the impact of satisfaction surveys
Analyzing your customers' feedback can have a significant impact on your business . For example, it can lead you to re-evaluate your offering, improve a product or review your after-sales processes.

If so, this is a great topic to communicate on. It shows your customers that their reviews have a direct impact on how you run your business. It gives importance to their opinions and values ​​them. By showing them that you place them at the heart of your strategy, you encourage them, on the one hand, to respond more to satisfaction surveys. On the other hand, it contributes to customer loyalty : they feel useful and therefore more involved with your brand. This therefore has positive consequences on your turnover.