The best customer satisfaction survey software for gathering feedback
Published January 14th, 2021
This year, the pandemic has forced many to stay at home, with some having to work remotely as a result. This has led to landslide effects on the general workforce, with the retail and hospitality industries being two of the most affected. Many businesses operating within these industries have had to close stores and cut down staff. While 2020 certainly hasn’t been the best year for these industries, it’s important to have hope for and work towards a better 2021. Focusing on the customer has become a focus for most, and with good reason. Putting a finger on the pulse of customer sentiment ensures that you continue creating products and initiatives that fit current market trends and, consequently, address customer demand.
This article will discuss the following:
While “new normal” is a term thrown around frequently these days, the essence of the term is that the changes happening now are not temporary. Though 2021 is a new year, it isn’t essentially a blank slate. Recent events will have ripple effects on the future. That’s why it’s best to pay attention to industry trends such as the increasing digitization of customer experience.
Customers are looking for quality connection and hyper-personalization across all channels. This means that all digital assets should be optimized to deliver the best customer experience. In particular, mobile apps and mobile-friendly websites are key factors in driving business growth.
Customer satisfaction survey software is a digital tool used in the retail and hospitality industries for improving customer relations. It helps achieve this goal by providing performance data to businesses from the customer perspective. Customer satisfaction survey software translates what customers think and feel regarding the business into useful, actionable insights.
Aside from reaching and expanding the customer base, this technology also gives businesses an opportunity to access guest data. By using customer satisfaction survey software as a data analytics tool, businesses gain a better understanding of customer behavior and preferences. They can then use that knowledge to improve customer experience and even other aspects such as operations and staff management.
Businesses in the retail industry can use customer satisfaction survey software to capture customer pain points with speed and precision. It will help brick-and-mortar stores increase brand loyalty and maintain a solid customer base. Customer retention is especially difficult with 1 in 3 customers leaving a brand they love after just one bad experience. To prevent customer churn, traditional retailers can use customer satisfaction survey software to get instant feedback and hopefully respond on time before the customer decides to switch brands. This is a common occurrence as 89% of consumers turned to a competitor following a poor customer experience. Another way to keep customers happy is to provide self-service options, since 67% of them prefer this over speaking to a company representative.
For e-commerce retailers, Amazon is a good example of how to use customer satisfaction survey software. Amazon surveys are non-intrusive and empowering for customers because there’s a direct flow into a knowledge base that they can access for self-service support. The surveys provide the data the company needs to personalize the customer experience. Amazon founder Jeff Bezos has even said that his company’s success stems from listening to customers and understanding their needs.
Businesses in the hospitality industry can also benefit from customer satisfaction survey software, with 81% of travelers asking for greater digital customer service and 73% of restaurant guests believing that technology adds more to their dining experience. Hotels and resorts can use data obtained from customer satisfaction survey software to personalize guest services across all touchpoints. For restaurants, the software can be installed onto server tablets, which, according to 68% of customers, improve their restaurant experience. Additionally, 41% of restaurants already use server tablets or have plans of using them in the near future.
Since customer satisfaction survey software is multi-functional, you should first determine how the business will use the software before making a decision. What problem does the business currently have that customer satisfaction survey software can solve? If this question leads to multiple answers, then identify which problem is affecting revenue the most. While this method entails conducting a thorough analysis of the business structure, it might lead to some helpful discoveries along the way. To quickly make a shortlist of the best customer satisfaction survey software for the business, look for these three qualities.
What makes a great customer satisfaction survey? What kind of customer satisfaction survey will please customers the most? What will they enjoy completing? While this heavily depends on the type of customers the business serves or target consumer psychographics, in general, a customer satisfaction survey should have:
While customers should be the number one focus when selecting customer satisfaction survey software, staff members are a close second. Salespeople, servers, and other frontline workers should be able to manage using the customer satisfaction survey software on a daily basis.
For self-serving kiosks, managers should be able to collect the information they need from the machines. In this case, there should be a seamless integration between the customer satisfaction survey software and the hardware used to deliver the surveys.
In truth, customer satisfaction survey software won’t increase customer satisfaction ratings unless businesses take action. There’s no point in getting all that data if it won’t be used to make real-life improvements. That’s why businesses should think long-term when it comes to their customer satisfaction survey software. Below are some helpful questions to ask before choosing a solution for your business:
Trusted by multiple teams in 26,000+ organizations, iAuditor by SafetyCulture is a corrective action platform. iAuditor’s customer satisfaction survey software helps businesses in the hospitality industry deliver 5-star experiences. With iAuditor, retailers can document in-store customer satisfaction surveys and maintain brand consistency.
Why use iAuditor?
iAuditor has an easy-to-use interface and visually-compelling design. iAuditor surveys can be personalized to fit customer preferences and brand standards. Empower your staff to take action with real-time feedback and a powerful mobile app. Conduct retail audits and hotel inspections with iAuditor to consistently give customers the best service.
While Zendesk offers a number of CRM products, their customer satisfaction survey software can be found in Zendesk Support, a help desk aimed at facilitating customer-agent interactions. Zendesk Support can create multiple ticket forms with conditional and custom ticket fields. Agents also have access to customer insights like CSAT Ratings, Satisfaction Prediction, and NPS Survey.
Why use Zendesk?
Zendesk has a fast onboarding process and can be implemented within a day. Support teams love Zendesk for its user friendliness and scalability. Other popular features are the robust ticketing system and seamless channel integration.
Nicereply has been in the business for 10 years and has helped 1200+ companies improve their customer support. Nicereply hopes to solve the common problems teams face when measuring customer satisfaction such as customers not filling out surveys, not receiving relevant feedback, getting feedback too late to fix things, and sending too many emails.
Why use Nicereply?
Nicereply is an officially licensed NPS vendor by Bain & Company, the inventors of NPS. Nicreply specializes in NPS surveys and campaigns that have auto-reminder, autopilot, and scheduling capabilities. Nicereply also has CSAT, CES, in-signature, post-resolution, and mobile-ready surveys. Users can get started with a simple 30-minute online call.
Feedbackly is an all-in-one customer feedback tool. Feedbackly has helped 200+ organizations collect 42 million responses and can lead to a 20% increase in average transaction value. Feedbackly automatically collects data throughout the entire customer journey via several touchpoints such in-store, email, and SMS. For both traditional and e-commerce retailers, Feedbackly has a solution.
Why use Feedbackly?
For brick-and-mortar stores, the Feedbackly Terminal arrives pre-assembled and pre-installed. It can sync feedback offline and even alert you when a kiosk isn’t connected. For online stores, Feedbackly Web can help identify problems with your website design and checkout process. It offers four ways for displaying surveys: corner window, embedded, direct link, and pop-over window.
Customer Thermometer is a one-click feedback email solution that allows your customers to rate your offerings. Customer Thermometer has real-time feedback and an out-of-the-box reporting suite. Customer Thermometer is trusted by many Fortune 500 companies including Adobe, BBC, Unilever, and L’Oréal.
Why use Customer Thermometer?
Users regularly get a 80%+ response rate and installation can be achieved in minutes. Customer Thermometer has NPS, employee satisfaction, guest satisfaction, and tablet surveys. Surveys can also be integrated into Outlook, Salesforce, Gmail, Slack, and Zendesk.
Customer Thermometer Features:
SurveyMonkey is a global leader in survey software with 20 million questions answered daily. 98% of the Fortune 500 rely on SurveyMonkey for People Powered Data™. SurveyMonkey has helped 335,000+ organizations turn feedback into action.
Why use SurveyMonkey?
Users can create on-brand feedback surveys in minutes and send surveys via multiple channels. SurveyMonkey has NPS, market research, and brand awareness surveys. With SurveyMonkey, businesses can identify customer loyalty trends, assess customer service effectiveness, and analyze customer purchasing patterns.
SurveyLegend is the next generation of online surveys. SurveyLegend was founded in 2010 and launched their survey web app in 2014. SurveyLegend’s mission is to help anyone with questions that need answers. With SurveyLegend, no prior design or market research skills are needed to create mobile-friendly, platform-independent surveys.
Why use SurveyLegend?
With SurveyLegend, you can easily customize colors, fonts, and more to reflect your brand’s true look and feel. Reach your audience wherever they may be by sharing your surveys via blogs, email, SMS, Twitter, and Facebook. SurveyLegend also has spam-bot protection, strong TLS encryption, and GDPR compliance.
The Survey System is a modular software for working with telephone, online, in-person and printed questionnaires. The Survey System is ideal for people who conduct market research, customer satisfaction, public opinion, and employee attitude surveys.
Why use The Survey System?
The Survey System is the most complete software available for all types of survey research and has been around since the 1980s. The Survey System also offers in-depth analysis and panel management. Old-school professionals love it for being a no-nonsense research data analysis tool.
The Survey System Features:
ReviewSpreader is a simple tool to get more online reviews. ReviewSpreader helps small businesses connect with customers by sending review requests via text. Customers are taken to a survey which asks if their experience was satisfactory. If customers choose yes, they are then asked for a review.
Why use ReviewSpreader?
Aside from generating reviews, ReviewSpreader also increases brand awareness and is instrumental in lifting businesses off the ground. Users love its simplicity and ease of use. To get started with ReviewSpreader, click the sign up link below and connect your Google and Facebook Business Pages.
SmartSurvey is a SaaS platform that helps users capture, analyze, and report data through an online survey service. With SmartSurvey, users can reach clients, partners, patients, suppliers, and students. SmartSurvey is ideal for multinational businesses and enterprises.
Why use SmartSurvey?
SmartSurvey has intuitive user-led design and easy to follow step-by-step guides so that anyone can create surveys. They also offer 100% personal, one-to-one service and flexible user options. As for data protection, SmartSurvey is ISO27001, Cyber Security Essentials Plus, and McAfee Security Scan certified.
Trusted by multiple teams in 26,000+ organizations, iAuditor by ...
While Zendesk offers a number of CRM products, their customer ...
Nicereply has been in the business for 10 years and has helped ...
Feedbackly is an all-in-one customer feedback tool. Feedbackly ...
Customer Thermometer is a one-click feedback email solution that ...
SurveyMonkey is a global leader in survey software with 20 ...
SurveyLegend is the next generation of online surveys. ...
The Survey System is a modular software for working with ...
ReviewSpreader is a simple tool to get more online reviews. ...
SmartSurvey is a SaaS platform that helps users capture, analyze...
SafetyCulture staff writer
Zarina is a Content Specialist for SafetyCulture. She is a Creative Writing graduate who enjoys discovering new ways for businesses to improve their safety, quality, and operations. She is working towards helping companies become more efficient and better equipped to thrive through change.
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