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jaw
jaw
Contributor ⭐️⭐️⭐️⭐️⭐️
March 5, 2019

Customer Satisfaction Survey Best Practices

  • March 5, 2019
  • 3 replies
  • 558 views
Hi,

I am colloborating with a few team members on revising/revamping our current CSAT survey.

We feel that our current CSAT survey questions are not measuring the "right" indicators/signals of potential churn or upsell opportunity.

I am aware that Gainsight has the NPS Program best practice document and would like to know if there's a CSAT Program best practices.

Additionally, I've seen CSAT surveys delivered to different pillars within a business, for example, sending a CSAT survey based on support & operations experience versus CSAT survey based on product experience.

Are there any resources within the Gainsight platform on how to get started with designing a CSAT survey that will provide insight on the customer satisfaction experience?

Any feedback on this will be greatly appreciated!

Thank you in advance,

Jasmine

      3 replies

      jeffrey_graff
      jeffrey_graff
      Contributor ⭐️
      March 5, 2019
      Hi Jasmine,

      I have the exact same question. We have been conducting annual customer satisfaction surveys for the past 10 years or so. This is a 10 minute survey that touches on all areas of the business (product quality, documentation, support services, news and information, etc.) But we have been "swimming in data" and it's effectivness appears to be diminishing. We need a better, more modern method of gathering CSAT information. We recently invested in Gainsight, but we're not sure how to go about conducting CSAT surveys (not just NPS surveys, as you mention). As such, we're also looking for CSAT program best practices.

      Any help from the extended community would be most helpful!!!

        dan_ahrens
        dan_ahrens
        Expert ⭐️⭐️⭐️
        March 12, 2019
        Hi Jasmine,

        One of the interesting shifts taking place with regard to customer surveying is the move to Customer Effort Score (CES) as a more accurate predictor of customer likelihood to renew. This Hubspot blog article is a good read on the topic https://blog.hubspot.com/service/customer-effort-score as well as the original Harvard Business Review article that started this concept: https://hbr.org/2010/07/stop-trying-to-delight-your-customers

        Essentially the thought is that satisfaction (CSAT) and likelihood to recommend (NPS) are good, but perhaps the biggest indicator is level of customer effort (friction) (CES).

        VP of Customer Success at Forcepoint
          jaw
          jawAuthor
          Contributor ⭐️⭐️⭐️⭐️⭐️
          January 7, 2020

          Happy New Year !

           

          I hope you had a wonderful holiday season with family and friends and trying to get back into the swing of things.

          We are planning to send the “2019 Annual Client Satisfaction Survey” in late January and we wanted to reach out for suggestions on the following:

          We have an engagement and incentive platform with reporting and analytics on the backend that is sent to our clients. What wording is used to get at specifically satisfaction or dissatisfaction with customer reporting and analytics that speak to activities and outcomes around products our clients purchased. Essentially, we want to know our clients level of satisfaction with our reports and the analytics we provide on their specific accounts/data. We are not interested in the actual results or outcomes of those reports or analytics, but the design/components/layout/frequency/look/value/elements included in our reporting and analytics.

           

          Hope this makes sense!

          We appreciate any suggestions you may have.

           

          Thank you in advance, 

          Jasmine

           

           

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