Satisfaction surveys – what do customers have to say about your company?

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“The best advertising is done by satisfied customers.” This phrase, made famous by Philip Kotler, the “father of modern marketing,” is a reflection of today’s sales relationships. We are in the era of consumer experience !

More than offering a great product and excellent service, every company needs to be prepared to measure the results of these practices on a daily basis.

One way to gather this information is to conduct satisfaction surveys with your customers. This can generate great insights to improve your entire sales process!

Want to know how to formulate a survey and what the main skype database are? That's what we'll bring you next in this content!





How to conduct a satisfaction survey?
In addition to being a proactive way of building customer relations , satisfaction surveys can provide important indicators of what your target audience is really looking for. And whether your company is prepared to deliver what they want.



The first point is to understand who you are going to talk to: surveys should be designed according to the participants. They should be short, objective and not cause fatigue in those who respond to them.



Below, you will find three ways to conduct a survey!





What are the main satisfaction survey models?


Net Promoter Score (NPS)
Created in 2003 by management consultancy Bain & Company, the Net Promoter Score (NPS) aims to measure the level of customer satisfaction of a brand.



The idea is simple: identify the chances of a buyer recommending your company, product or service to other people . Generally, this type of survey is quite objective, containing one to three questions, all with answers on a scale ranging from 0 to 10.



A classic example of a question is “On a scale of 0 to 10, how likely are you to recommend our company/product to a friend or family member?” Based on the answers, you will divide your customers into three categories:



“Promoters”: Scores between 9 and 10 – customers who are completely satisfied with your company. They may become loyal buyers and recommend your brand to others.


“Neutral”: Scores 7 and 8 – consumers who are neither satisfied nor dissatisfied. They are very likely to switch to a competitor.


“Detractors” : Scores between 0 and 6 – customers who are dissatisfied with the product, service or customer service. They may give bad publicity to your brand to others.




How to calculate NPS?
The first step in calculating your company’s NPS is to disregard the responses of neutral customers, relying only on “promoters” and “detractors”.



The account is as follows:



NPS = (number of promoters – number of detractors) / total number of responses.