Customer Satisfaction

Customer satisfaction encompasses a huge range of topics but the ultimate goal is that by keeping customers satisfied, organizations can keep costs down, per-purchase amount up, and keep staff happier for longer too. There’s a great line that goes along the lines of “customer complaints are the schoolbooks from which we learn”.

In this section we have detailed articles which will guide you in the multi-headed beast that is customer satisfaction. Here, we feature articles on why a sale is not something you pursue, it is something that happens to you while you are immersed in serving and satisfying your customer. Companies who listen hardest, win. These articles, tools and assets will help you do just that.

What is Customer Satisfaction?

Customer satisfaction is often abbreviated to CSat. It is a measure of how well services or products, provided by an organization, meet or exceed the expectations of customers. Customer satisfaction is often evaluated by determining the number of customers, or the proportion of customers, whose experiences exceed specified satisfaction targets.

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18 Best Customer Satisfaction Survey Questions & Templates for 2019

Delighted customers will become your biggest promoters; there’s no denying that. However, how can you ensure every single customer is more than happy with your product or service? The answer is quite simple: ask them. Customer satisfaction…
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Top tips for beautiful landing pages

Customer Thermometer captures feedback from buttons you can embed in emails you send from almost any system. But they are not the only clever part of the app!Once your customer has clicked to give feedback they are taken to a landing page…
customer feedback examples
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41 customer feedback examples

Most organizations would do anything for that extra ounce of customer feedback. The added insights that sharpen competitive advantage and ensure they remain as relevant as possible in a changing world.The good news is that there are many…
customer feedback response best practice
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6 Hallmarks of Ace Customer Feedback Response

In the heat of battle, customer service professionals want the best tools for the job.But even the best tool needs to be applied in exactly the right way for any given situation. It may look and feel instinctive in the hands of the experts,…
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Customer survey challenge

Take the Customer Survey Challenge Benchmark your current approach against CSAT survey best practice To improve your customer surveys, remove biases and get bigger response rates, you need to understand where you’re currently at.This…
customer support satisfaction monitoring
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Pan Pac 'Logs' Support Satisfaction Monitoring

Pan Pac Forest Products Ltd is New Zealand’s leading specialist in sustainable forest products, processing 1.5 million tonnes of logs per year into pulp, lumber and cut logs.Managing forests, felling trees and processing thousands of tonnes…
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7 Stats To Make You Think Differently About Your Customer Feedback Process

How your customer feedback process can keep up with tech trends Comprehensive new research from Ofcom shows how tech behaviors in Western society have changed in the last 10 years. It’s an illuminating picture of the UK consumer market, whose…
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How customer feedback drives the Glossier phenomenon

We are honored to count the wonderful makeup and skincare brand Glossier as one of our customers.We are constantly inspired by their customer experience approach, and have researched various interviews, articles and consumer posts to bring…
Short customer satisfaction surveys
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3 great short customer satisfaction surveys

Short customer satisfaction surveys are popping up all over the place.They help brands continually check the pulse of customer satisfaction and gain targeted, real-time feedback on products and services.It’s a far cry from how customer…
Hivelocity case study
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How Hivelocity delivers ultimate customer centricity

When data center provider Hivelocity started out in a Tampa basement in 2002, most competitors in the server hosting industry were leading their go-to-market message with speeds and feeds rather than customer service.Today, with 70,000 square…
ITSM customer service
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ITSM customer service: 4 key steps

The 4 steps to using ITSM to transform customer service According to the 2017 CIO WaterCooler ITSM survey, organizations mainly use IT service management processes and tools to improve the quality of their IT-related services. In 35% of cases,…
Victorian Plumbing customer excellence
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Customer excellence using feedback at Victorian Plumbing

Victorian Plumbing is one of the UK's largest online retailers of branded and in-house designed bathrooms and accessories.Based in Merseyside, UK, the company was founded in 1999 and with its focus on customer excellence, has gone…