when to use: if a customer has expressed disappointment with a product, canceled a service, or otherwise indicated they might be ready to buy elsewhere, use a customer satisfaction survey to gather feedback and fix the problem.
Surveys can be a powerful tool in identifying at-risk customers and reasons for potential churn. By asking customers about their experiences and satisfaction, you’ll uncover those who may be ready to leave for a competitor and need some extra attention.
Ask dissatisfied customers
for their feedback and what could be improved for them to stay. Then, add their responses to their customer record and follow up with personalized assistance. If you have guidelines in place for retaining customers, such as personalized offers thailand phone number list and incentives, this is a good time to use them to regain customer satisfaction and loyalty.
Identifying where you’re getting it right
when to use: after a customer has shown high satisfaction with a recent interaction or milestone in their customer journey.
While customer satisfaction
surveys can show you where your customer service approach is falling short, they also point to what you’re doing right. Surveys often reveal your brand advocates — customers who are more likely to recommend you to others, speak highly of your au emai list brand publicly on social media, and make additional purchases.
Analyze positive survey responses and feedback for signals of high satisfaction. Reinforce your service team’s positive behaviors and celebrate successes all year round. You can also use positive customer interactions and feedback — examples 5 business uses for an ai copilot of things you’re doing well — as training and coaching opportunities.