Do You Know which Customer Satisfaction Questions to Ask?
As a business, you understand the importance of customer satisfaction. But do you know how to gauge it?
Most companies struggle with the intricacies of customer support. They have a general sense of whether or not their base of customers is satisfied, but they’re unable to produce more detailed data. Yet this is a major problem. Being intricately familiar with your customers’ assessment of your company is vital.
To change this dilemma, companies need to start actively reaching out to customers. Ask them the sorts of questions that shed light on their issues and give you insights on important topics. At the end of a support session, ask your customer if they would recommend your services to a friend. More importantly, have them quantify the quality of your support with a number. Then, use that number to see exactly where your customer service satisfaction stands.
Without competent customer support, you will never be able to improve on your customer retention or acquisition. To that end, it’s time start analyzing your support processes, if you aren’t already. For more information on this subject, watch the video from OpenView Labs featuring Bill Price.
UserIQ surveyed 400+ SaaS leaders and found that one of the greatest opportunities for companies today is a stronger alignment between their customer success and product management teams. Learn why here.
As healthy companies continue to grow it becomes harder to do so at the same rate through new logo acquisition. Companies spend an inordinate amount of effort on labor-intensive adoption and reactive, renewal processes with little or no regard to creating a disciplined expansion strategy. It’s time to change your strategy. It’s time for Customer Success 2.0.
Catch up on the latest Summer Slump Series: Customer Success edition. We compiled the top CS content to help you get ahead and make you and your team as successful as possible.