How to Leverage It
Setting objectives will dictate what you ask your customers. You’ll want to think through:
What’s driving the need for this research, and what decisions will be made from it?
What are 2-3 questions you need answers to?
How are you measuring success?
Determine who the ideal customer target will be. More than likely you’ll want a range of loyal customers and infrequent users. You can either use our community, or tap into your own database of users.
CSAT surveys are typically short You can ask consumers to provide a 0-10 satisfaction rating on their most recent experience, and then explain why they gave that rating, what they liked most, and what could have been done to improve their experience
Now it’s time to get the word out to cross-functional teams on how customers are reacting, including what’s working well, and where there are opportunities for improvement