Choosing the Right Customer Feedback Tool: Maximizing Insights with Surveys

Gathering customer opinions is critical to refining your brand. Although online survey software can simplify this process, the wrong tool may not provide feedback on the customer experience elements where you most need insight.

Types of customer feedback

There’s more than one way for customers to tell you their opinion, and any worthwhile customer feedback tool should be able to provide an easy way to create different types of customer surveys, including:

• Customer Satisfaction Surveys (CSAT) — measure customer satisfaction from one specific interaction.
• Net Promoter Score Surveys (NPS) — measure how willing customers are to recommend your business.
• Customer Effort Score Surveys (CES)— measure how difficult customers felt it was to engage with a part of your business.

Even if you don’t need all this information right now, you’ll still need to learn it later on as your brand matures. As such, an effective tool should be able to gather all kinds of feedback at a moment’s notice.

Effective customer feedback tools

One example is SurveySense by Marcom Robot. Ready to create CSAT, CES, or NPS surveys with just a few clicks, SurveySense is the perfect tool for providing feedback on any aspect of the customer experience, thanks to its vast customization.

On top of letting you place surveys anywhere from your email signature to your website, SurveySense enables you to quickly categorize feedback by customer type or the relevant department. You can even set up a custom dashboard to measure real-time feedback.

With endless tools available to provide feedback on the customer experience, don’t tie yourself to one that can’t offer the specific insight your brand needs. Whatever you choose, make sure it’s robust and flexible enough to gather whatever data becomes most important.