Every company wants to receive feedback from its customers. And of course that feedback is expected to be positive, but even when it is not, it is still very important to receive it.
Why? Because it’s the customers who can tell you how good or bad is the service you’re providing. It’s them who are receiving the support and assistance, it’s them who are trying your product.
Customer feedback is one of the most important aspects of improving your customer experience. Only if you have quantifiable data on how well your customers like your product or service, will you be able to make meaningful enhancements to their end-user experience. And a great way to gather feedback and measure customer satisfaction levels is by using surveys.
Therefore, it’s understandable that as a company you ask for them feedback, but let’s put ourselves in the customer role for a second.
Do we really have or want to spend 15 minutes filling a survey? No, we don’t.
Now let’s say that you actually choose to complete a survey, or that you’re “obligated” to do it.
Have you even wonder what happened to your feedback?
Did someone read your answers? Will someone get back to you? And do they ever take for considerations what you said?
Long surveys: The mistake that many businesses are making.
Like we said at the beginning, all the companies want to receive customer feedback because of its high value; but unfortunately the majority of the companies fail into accomplish it.
Usually, companies send long surveys struggle to respond to feedback because it’s not easy to pick out actionable information from the 20 or more questions they ask.
Consequently, before the researchers have done their statistical exercises and derived anything from the answers, customers have forgotten the survey and the answers no longer apply.
That’s why if your company runs such long surveys, you need a simpler solution. Remember that customers don’t want to wait or lose time. So, if you actually want to receive their feedback you need to make things simpler for them.
Net Promoter Score (NPS).
It measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round.
The starting point for NPS is simple: A survey based around the question “How likely are you to recommend (this company, this experience, this representative) to your friends, family or business associates?”
The customer answers between 0 and 10. This is then followed by a single follow-up question, to cut through the noise and focus on what’s most important: What do we need to change to improve?
This way your customers will be more likely to give you feedback.
Now, what is the best way to include surveys in your business workflows in a way that doesn’t cause delays for your employees, and that you can also put into action?
By integrating the surveys with your helpdesk, and the best way you can do this is with Freshdesk and CustomerGauge.
CustomerGauge is an end to end, integrated, Net Promoter Score system for data collection, reporting, analysis and action. With CustomerGauge you will avoid unhappy customers. Uncover actionable customer loyalty insights, and generate deep understanding of customer loyalty drivers.
Freshdesk is an omnichannel platform for customer service. Is built to make customer engagement accessible to businesses of all sizes, so you can deliver an effortless customer experience at scale without the cost and complexity of legacy software.
With the new CustomerGauge – Freshdesk Integration it is now possible for companies to measure customer loyalty and add actionable feedback directly into Freshdesk from CustomerGauge.
This integration will allow your company to set the criteria for which a survey response will be opened automatically as a new ticket in Freshdesk. For example, this can be all survey responses or maybe just those that answer from 0 to 6. Alongside this, your business can also set the ticket priority based on score.
This gives customer support agents the ability to follow-up customer feedback as soon as customers submit their surveys, from within the system they’re already using. Moreover, support agents can also see previous survey results and tickets from a customer while handling subsequent support tickets.
You can integrate your CustomerGauge account with Freshdesk in just a few clicks.
To sum up, surveys help you:
- Understand customer pain points and bottlenecks
- Have a benchmark for goal setting and growth
- Monitor how satisfied customers are with individual support agents
- Propagate good word of mouth for your brand and reduce customer churn.
With this integration you will keep both your customers and employees happy. The customers won’t have to spend much time filling surveys, and your employees will have quick access to the information, so they can do the follow-ups in no time.
Want to know more information about this product or any other? Contact us. Our professional team is ready to help you find the solutions you’re looking for.