Customer Satisfaction Survey Template

How to use Customer Satisfaction Survey Template?

In order to effectively use the Customer Satisfaction Feedback Form, you can follow these simple steps-

1. Edit the template: After you login/sign up to your Zonka Feedback account, locate the template or click on 'Edit this Template' option at the top of this page.
2. Customize the template: Once you are in the editing mode, you can personalize the template by white labeling, personalizing the branding, adding logos, customizing questions & question types, and integrating brand elements to align it with your unique requirements
3. Preview the survey: Before finalizing the survey, you can take a moment to preview the template. This will help you view it from the eyes of your customers. Once you are satisfied you are ready for the next step.
4. Share the template: Zonka Feedback offers you multiple ways to share your template. you can distribute the template via web, in-app, email, sms, offline, and integration.

Distributing the Surveys Right

The step of sharing the template is very crucial as it can make or break the goal of the survey itself. Here are some of the examples of the channels you can leverage for distribution of your Customer Satisfaction Survey Template.

1. Offline Surveys

If you have an on-premises business like a retail store, bank, healthcare, entertainment zone, etc, you can set up survey kiosks and tablets at check-in or check-out to take feedback on your Android or iOS devices to gauge customer satisfaction.

2. Website

For online businesses with high footfall on websites like an ecommerce store, online product, etc, you can trigger Website surveys at various touchpoints during the visitor journey. For instance, you can show survey pop-ups to gauge their satisfaction with the website usability, design, or overall satisfaction. You can also have a feedback button embeded on the site so the customers can give feedback at their convenience. Other forms of feedback collection may include feedback on quality of content, information access, chatbots helpfulness, bug reports, exit intent, and so on.

3. In-App or In-Product

If you have a mobile application or a product used by the customers, you can trigger In-product Surveys via pop-ups, slide-ups or feedback button. They can be pretty useful in measuring their satisfaction with various aspects of your app or product.

4. Remote Feedback

For collecting feedback remotely, you can leverage Email and SMS surveys which are pretty universal and attract an amazing response rate. For example, You can trigger in-signature surveys to measure their satisfaction with a recent transaction or purchase, their satisfaction with your customer support teams and agents. You can check out website to know more about the use-cases of our email surveys and sms surveys.

5. Integration

In case you are using CRM or Helpdesks like HubSpot, Zendesk, Freshdesk, HelpScout,etc. you can leverage our native integrations or create your own using APIs to trigger surveys from within your tool. We offer real-time data sync and allow you to add your agents to the system in a single click.

That way, you can give visibility of the responses to your agents without jumping between different tools. Just trigger surveys at crucial customer touchpoints or create workflows to automate tasks to work on feedback more effectively.

Key Features of Customer Satisfaction Survey Template

The platform offers you advanced features to ease the collection and interpretation of customer satisfaction levels.

1. Survey Customization: Fully customize the survey template with your company branding along with white-labelling, including logos, custom urls, and other brand elements. The easy-to-use survey builder offers comprehensive customization to ensure that the survey aligns with your brand identity.
2. Multi-lingual Surveys: Trigger surveys in the language your customers speak with multi-lingual survey feature from Zonka Feedback. This way you can reach a diverse set of audience and improve your response rate. Once you collect the responses, you can analyze all of them together.
3. Automate Workflows: Create workflows to automate your CX program using our intuitive Workflow Designer. This allows you to trigger automatic actions based on teh survey responses. For instance, set up Alerts and Notifications, add responses tags, create tasks, and more. Also, you can segment contacts by automatically adding them to the list, segment them, and trigger Email and SMS surveys based on the responses to the customers.
4. Keep Teams in Loop: With real-time alerts and notifications, keep your agents in loop with the negative customer satisfaction scores. Link survey responses to agents so whenever a new feedback is registered, the respective agent or team can be notified of the responses for faster feedback action.
5. Real-time Reporting: Gain actionable insights into the customer experience with advanced reporting and analytics capabilities of the platform. For starters, you can get an overview of your responses with a unified response inbox.
   Then there are a number of analytics you can access including Snapshot Report for quick summary, Response Insights for feedback analysis, Location Insights for location based scores and performances, Team Performance Reports to keep a track on your team’s performance, Trends Reports to keep an eye on the customer satisfaction trends across your organziation, and text analytics to decipher the open-ended responses to gain context on the customer feedback.

Using CSAT Survey Results to Improve Customer Experiences

Gathering this data is only the first step in a more extensive process of improving customer satisfaction. In this section, we'll explore how to effectively use Customer Satisfaction score (CSAT Score) results to enhance customer satisfaction

1. Set up Response Alerts: Set up alerts for your teams whenever a new response is received. You can get notifications through email, SMS, Slack, MS teams, etc. This way whenever a negative feedback is registered, you can quickly give your teams visibility into the customer feedback.
2. Trigger Automated Emails and SMS to customers: Whether it is a positive feedback or a negative one, it is important to thank the customers for their time and inform them that their feedback is valuable. With Zonka Feedback, you can set up automation rules for a variety of feedback.
   To make it simple, you can set up automated personalized emails to thank customers with positive experience for their time and maybe send follow-up surveys to ask them if they would like to give you a review on third party platforms. Whereas, to the negative feedback respondents, you can tell them that their feedback has been acknowledged and efforts are being made to improve their experience.
3. Resolve Customer Issues: The benefit of real-time feedback collection and team visibility is that you can quickly work on issues faced by the customer. The faster you can resolve the issues, the likely it is that the customer won’t churn. Once you have resolved their issues, you can reach out to them via email or SMS to inform them about the improvements made.
4. Identify Recurring Trends: With customer feedback at your disposal, you can identify the common issues faced by customer with your business or services which can help you shape your services or product roadmap to boost customer retention and loyalty. You can go a step ahead by measuring NPS by adding the NPS question at the end of your CSAT survey template.

Best Practices for Customer Satisfaction Survey Template

1. Regularly schedule surveys to collect new feedback.
2. Analyze survey data to identify trends and emerging issues that impact overall customer satisfaction.
3. Prioritize areas that require immediate attention to enhance customer retention.
4. Implement changes based on customer feedback and customer surveys.
5. Repeat the process to address new challenges and continuously enhance the overall customer satisfaction and experience.

By maintaining this feedback loop, you can stay responsive to the evolving needs and expectations of your customers.