Customers Promote Brand

Top agencies use customer satisfaction surveys to gather customer feedback to find areas of their business that need improvement. There are several options to choose from when it comes to measuring customer satisfaction, including:

Customer Effort Score (CES) - The CES measures customer satisfaction based on ease of experience.
Net Promoter Score (NPS) - The NPS measures customer satisfaction by asking the question, "How likely are you to recommend this company, product, or service to a friend or colleague?"
Customer Satisfaction Score (CSAT) - The CSAT measures how satisfied or unsatisfied your customers are with your products or service, typically by asking questions on a scale of 1-2, 1-5 or 1-7.

Analyze Your Survey Data

Once you've collected your feedback data, it's time to analyze it so that you can gather insights into what changes to make for maximum business impact. If you want to improve customer service and drive business growth, analyzing your customer feedback is the first step. Calculating the NPS involves subtracting the percentage of detractors (those who would not recommend your company) from the percentage of promoters (those who would). Use the analysis recommended by the methodologies creators. Find this information with a quick Google search of the survey method + how to analyze it (e.g. "how to analyze NPS).

Make Necessary Adjustments

Once you've analyzed your data, you can make the necessary adjustments based on customer feedback. If you find that a large portion of your customers is dissatisfied, you know you've got some serious restructuring to do. However, if you find that a large number of your customer is satisfied, perhaps you could consider planning an advocacy program so that your satisfied customers become promoters of your brand.

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