We live in the digital age, where building a relationship with your clientele is more important than ever.
One of the best ways to do this is by creating a customer satisfaction survey.
But how can you make sure you ask the right questions when every customer is different? How can you measure customer satisfaction without having experience in this field?
Our guide will help you set up an effective customer journey map and design engaging customer satisfaction surveys.
In the end, you will be able to:
Defining your customer journey
Use the right questions according to your specific needs
Ask all customers 7 impactful questions
Customize and use customer satisfaction templates for NPS, CSAT and CES
Are you eager to try out how to turn your survey feedback into social kuwait phone number list proof for your business? Book a demo to see how we can help.
1. Define your customer journey (and goals!)
What is a customer journey?
customer journey layers
A customer journey is a snapshot of their interaction with your business. It shows touchpoints, interactions, and events throughout the customer lifecycle .
The journey can take many forms. However, let's keep it simple and focus on the following five sections:
Awareness
Investigation
Selection
Delivery
Follow-up
Awareness
customer journey awareness phase
The customer realizes that they have a need or problem that your product or service can solve.
Websites, billboards, TV commercials, and social media posts are all ways to draw attention to your product.
Receiving survey feedback on how customers perceive these forms of advertising is essential for future campaigns and promotions.
Investigation
customer journey research phase
Customers are looking for solutions to their problems.
The customer can look for product reviews, talk to friends, family and colleagues, or search on Google.
This step is crucial as it can kick off the journey; customers who encounter a lot of negative information about your brand may leave at this point .
Selection
customer journey selection phase
After researching different brands, customers narrow down their options and make a selection.
It is essential to understand why they select your product over others , including price, quality, or even word of mouth.
Asking for feedback on anything in the selection phase will help you improve in this area.
Delivery
