We have become a culture driven by surveys. “Would you take a moment to rate us?” “At the end of this call, would you be willing to answer a few questions about your experience?” have become common phrases in our everyday lives, whether it’s rating an app, a call with a customer service representative or a service.
Customer satisfaction surveys allow companies to get direct feedback instantly, gauge satisfaction or displeasure and measure just about every aspect of the interaction. Companies can more effectively address issues, examine processes, predict outcomes and focus on how to build better relationships with their customers.
The other side of the coin is the customer’s perspective. Because surveys are now commonplace, companies now more than ever are held accountable to specific standards. In order to stay in line with expectations, organizations must hyper-tune in to what their audience is saying via these surveys in order to stay up to speed with what their customers want.
With the prevalence of customer surveys and the resulting higher expectations, here’s a look at a few key elements that companies must keep in mind and pay keen attention to in this modern consumer-driven landscape.