Measure customer pulse. Enhance customer experience.

Step I: Define the scope.

Prior to using customer satisfaction software, there are some important decisions that you 'll need to make. You'll need to define what exactly you would like to measure — the quality of a specific process (i.e. support, renewal, etc.), or general customer satisfaction.

Step II: Create your CSAT survey.

One of the most effective ways of measuring customer satisfaction is launching CSAT surveys. These are usually one-question surveys that are quick to build and easy to fill out.

Depending on your planned scope (see Step 1), you might need one or several CSAT surveys. If you're measuring the general customer satisfaction, you should be good with one. But if you're looking to get a better idea of how your customers feel every major touchpoint, you'll need several — one for every touchpoint.

Step III: Send your CSAT survey.

You can send your customer satisfaction surveys via email blasts across your customer database, add them to email signatures of your staff (i.e. support), place them on the website, etc. Simply select the option that works best for you and your business.

Step IV: Collect and visualize results.

Your customer feedback tool needs to be able to collect and aggregate responses to your CSAT surveys. It should also provide and an easy way of creating dashboards and reports (i.e. CSAT by support operator).

Step V: Make improvements. Repeat.

Measuring customer satisfaction (CSAT) and customer loyalty (NPS) is crucial to understanding how your customers feel about your products and services.

There's no doubt that thanks to regular CSAT surveys you'll be able to discover valuable insights and improve your business process to go above and beyond the customer expectations.