Customers are the most important part of any business. So customer satisfaction is also a key point that the producers look for. Customer satisfaction (often abbreviated CSat) is a term frequently used specially while marketing a product. It is a measure of how products and services supplied by a company meet or surpass customer’s expectation. Customer satisfaction is defined as the number of customers whose reported experience on the products or services exceeds specified satisfaction goals.

Being a production unit you might often think that why customers go away silently or switch to other competitors. This is because of our customers are not fully satisfied with your product or your service. The basic reasons why the customers are not satisfied are:

Not keeping promises is one of the major reasons for unsatisfied customers. Some promises sound great but if they have not been kept, may lead to multiple complaints, distrust and switching to competitors.

Poor Customer Service is a barrier in maintaining a cordial relation with the customers. When customer service representatives are not trained properly or keep customers waiting for a long time and do not resolve issues, this is called poor customer service.

Bad training leads to calls or chats being transferred from one agent to another. There is nothing more irritating for a customer to get transferred from one CSR to another and repeat the same story again and again.

Sometimes bad attitude of the support staff, inability to listen and interrupting customers may become one of the main reasons for your customers to complain publicly.

No Omni-channel Customer Service:
If your customers do not see convenient ways of getting in touch with your team regarding their questions or complaints they started contacting your competitors. Resulting the world knowing about their bad experience with your company.

Keeping some of your fees hidden and uncovering this in the middle of purchasing process is a frequent reason for a human to complain. Therefore hidden cost is a big point of dissatisfaction for the customers.

If you promise high quality of your products or services and what you deliver is of lower quality, and then be sure, your customers will share this bad experience publicly and most likely complain in social media networks.

Customer understanding methodologies( client satisfaction surveys)

In order to provide the best customer service, you must follow certain researches and analytical works, such as:

User Experience is what a company has to keep in mind before planning any strategies. You must keep in mind whether the interface you are planning for is acceptable and interactive for the customers or not. If the customers are unable to use your interface or unable to share his/her experience then it might stand as a negative impact for you. A negative user-experience definitely affects your company or the project and so analyzing the user’s perception is the main priority.

Net Promoter Score is a management tool that can be used to understand the loyalty of a company’s customer relationships. The Net Promoter Score is calculated based on responses to a single question: How likely is it that you would recommend our company/product to a friend or colleague? The scoring for this answer is most often based on a 0 to 10 scale.
Those who responds with a score of 9 to 10 are called Promoters, and are considered likely to exhibit some value-creating behaviours. Behaviours such as buying more, remaining customers for longer, telling other prospects about your business and so on. The customers who respond with a score of 0 to 6 are labeled Detractors, and they are believed to be less likely to exhibit the value-creating behaviours. Responses of 7 and 8 are labeled Passives, and their behavior falls between Promoters and Detractors. The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters.

Customer Effort Score or CES is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is the number of customers, or the percentage of total customers, whose reported experience with a company, its products, or its services exceeds specified satisfaction goals, mostly measured in ratings.

On a five-point scale, “individuals who rate their satisfaction level as ‘5’ are likely to become return customers and might even evangelize for a company. A second important metric related to satisfaction is willingness to recommend. This metric is defined as “The percentage of surveyed customers who indicate that they would recommend a brand to friends.” When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues.

In-app feedback is a fantastic way to gather impactful, relevant information from people as they use your product. If used properly while development of android app or an iOS app, it will help you get to know your users mind easily.

As a production unit, you must not only try to satisfy the customers but also try to improve their satisfaction through the following ways:

Improve the product or service quality is the most and the best way to increase the customer’s satisfaction level.

Then, we must do a thorough analysis of the data of the target customers. Customer’s details like contact information, preferences, expectations and problems must be given proper attentions.

After doing the analysis, you must try to fix the problems as soon as possible and give the customers a proper assistance so that they keep favoring your company.

Other than just solving the problem, it is also advisable to maintain a good and healthy communicate with customers so that they can give you proper feedback about your product/service.

It is also essential to acknowledge the customer’s effort.

With so many software based products and internet communication, proper interaction with customers through various touch points of a customer journey is very important.

Best Action Plan to Improve Customer Satisfaction

Being a production unit you might often think that why customers go away silently or switch to other competitors. This is because your customers are not fully satisfied with your product or your service. SO what action plan you should take to satisfy your customers.

Customers are less tolerant. They are prepared to take a stance if they taste a poor quality service experiences .

Do you know why customers give you feedback and what they expect in return? A large chunk of customers who provide reviews, enjoy offering feedback and making a difference.

A section of customers feel that they are a part of the company and want to help it become better and succeed. Most customers give feedback because they want to express their opinion (64%). More importantly, 57% do so to let companies know where they were doing poorly or while 49% still bothered to let companies know where they were performing well according to a whitepaper by TFM Insights.

Think about it again. Your customers want you to do good and most importantly they want you to help by sharing their experience. Still do you think it is wise to not attend customers who provide you with valuable insights?

“Step 1 is to build something that users love.”

“A lot of good on paper startups fail, because they nearly make something that people like.”

“It’s better to build something that a small number of users love, than a large number of users like.”

“The product that wins is the one that bridges customers to the future, not the one that requires a giant leap.”

“We must learn what customers really want, not what they say they want or what we think they should want.”

– Eric Ries , author of The Lean Startup

So the point is, it’s all about users. So when those same users are appreciating or abusing your products

When I see some of my suggestion emails are not answered, Review of other customers with good feedbacks are not attended I really wonder what do you guys fucking think you are????

I remember once a user of Basket told me when I replied to his long email on feature improvement suggestion that, he is amazed to see someone really reading his email and replying it back. He never got any answer from any other companies after providing suggestion, except a automatic reply in some case with email id like noreply@appname.com. You see he was amazed! He was a sincere user ever since.

Another incident I can recall is how happy a user was when he saw we actually listened to him and implemented a feature that he suggested. It not only helped him but also helped us to make the product better.

Nuff said. If you think this article was somehow relevant or helpful to you, I think you will like —

What to keep in mind while communicating with your customers

6 proven ways to win over your customers and made a lasting impact

Why You Should Attend to Customer Feature Requests

Customers are less tolerant. They are prepared to take a stance if they taste a poor quality service experiences . Do you know why customers give you feedback and what they expect in return?

A positive user opinion plays a major role in purchasing decisions of people, be it movies restaurants games or apps. Essential ingredient for ASO (App store optimization) is a positive user sentiment. It directly influences app’s visibility and search results in app stores, aka app ranking. App rating in turn will have a bearing on how many users download the app or game. Before downloading an app, 90% of the visitors take into account its rating and reviews in PlayStore.

A higher average app rating is a key indicator and aspect of any app’s success. With millions of apps in the stores today, users are spoilt for choice and convincing them about a particular app is an uphill task. One will need a lot of positive reviews to give the much-needed boost to the app.

You must remember that a product cannot and will not always have only positive user rating/reviews. Users vary and so does their ratings and reviews. They may be disappointing, confusing or both for app developers. So here is how to improve your rating on app store.

Good reviews also allows your app to be in the top during a PlayStore search. It is quite understandable why the AppStore search result takes reviews into account. It means when you are loosing positive review in turn you are loosing new AppStore audience too.

Develop an outstanding product and improvise.

First and foremost is develop an app which is clear and appeals to the fundamental values of the user or maybe solves a need. Successful apps appeal to the core values. For e.g. Through Skype people can video chat, Google Maps help in getting to places faster by suggesting fastest routes, Facebook helps in connecting with friends and distant family members. Additionally, for positive ratings to flow the app must function well. Constant updates and working on improving user experience is mandatory for this.

User ratings and reviews should be used as a trigger to improvising the app. Debugging the app is of utmost importance as bugs spoil the user experience. Sometimes these reviews lead to new ideas for future roadmap. Empathising with the user is necessary as excellent customer support can change a negative rating into a positive one.

Seek feedback — be proactive, not annoying

App users usually will not leave a review on their own accord, and the people who do write are the ones who have had a bad experience with your app. Hence the quickest and easiest way to get your app review is to simply ask. By asking one is assured that negative rating stay away from the product page.

Many developers err big time by bombarding the users with pop-up requesting rating each time they sign into the app or game. This can be quite annoying, leading to the user rating badly. The key is asking the right person at the right time. One should ask for feedback from the most engaged and happiest user.

Asking for rating/reviews too soon is a common mistake which most app developers make. For many, time is needed, to fully understand and navigate through the app before they start using/enjoying it.

Asking any time before this will only lead to negative feedback. Timing is crucial, like you can ask for reviews/rating when a user has successfully completed a particular level or unlocked a new feature or just achieved their personal best. The time when they are riding on a wave of success about using the app or game, is the right time to ask for review/rating.

Having a app rating system in place helps you to reduce negetive reviews, capture user feedback and improve overall app ratings.

Everyone likes to feel important and be part of something big. Make the app users feel important and helpful by showing them how their rating and reviews are helping you achieve the bigger picture. Show them how their reviews have been helpful in improving content, new levels, functionalities or product as a whole.

In order to zing up app review numbers one needs to think beyond displaying app review pop ups. One must try and engage the users to leave a feedback by incentivizing them. For example, users can be rewarded with a booty of in-app currency or goods, discount or any other special content.

Social media as a medium to get feedback.

Social media communities are by far the most powerful these days. This power can be leveraged if there is a strong community built around the app, to increase the number of installs thereby rating of the app. Also, existing fans can be asked to rate the app. Users can be asked to rate and review the app through social media accounts. Smart developers create a path for social media sharing and garner most through word of mouth marketing.

Some Final thoughts about User Rating and appstore ranking

The harsh reality is that user ratings matter a lot. Poor ratings not only damage AppStore rankings but also have a bearing on the overall visibility of the app, which means less user conversions because of poor ratings. On the other hand, a high average rating, will ensure better search rankings, increased visibility on the stores, more downloads and better revenues.

A good time to start thinking about getting user reviews is… yesterday. At the moment of launch of an app, you can already ask friends and family to rate your app so you get a head start at launch. But you should never stop working on ratings moreover, because there are relatively easy ways to take care of it.

How to Improve User Ratings on App Stores

A positive user opinion plays a major role in purchasing decisions of people, be it movies restaurants games or apps. Essential ingredient for ASO (App store optimization) is a positive user sentiment. It directly influences app’s visibility and search results in app stores, aka app ranking.

Whenever we hear the word ‘app’ the first thing that pops into our head is a native mobile app, typically an Android, iOS or Windows phone app. But if you follow the recent tech buzzwords ‘Progressive Web App’ is one of them. Native apps are in the scene for so long time and Progressive Web Apps (PWA) are relatively new in town and there is a lot of discussion happening. I was asked about PWA so many times from our clients and friends, I thought to write an article that will shade some light on PWA.

Progressive Web App (PWA) is a web app, built on modern web technology which behaves like a mobile app and can accomplish a lot of similar tasks and in some cases have lot more capability, but costs less to build. PWA is easy to maintain in long term.

Think your website, when accessing from mobile, is behaving like a mobile app.

If you still get confused between web apps and so called websites read about them here.

PWA can run on a traditional server and back-end setup. There’s almost nothing new. Even if you want, you can convert your entire website or WordPress blog to a progressive web app in minutes but to utilize the full efficiency of a progressive web app, engagement of a developer is required to make it fully compatible with PWA standards and it takes time to accomplish.

Basically, nowadays every project runs via service/API. So, not to mention but PWA was designed in such way that it works best in service based apps. So to run a PWA, all you need is a front-end development. Because your service/APIs will be untouched.

Now at front-end part, it is basically same as doing work on JavaScript, HTML, CSS or any other front-end libraries along with that a new script has been introduced by Google which is named ServiceWorker, which runs in the background of the browser. All traditional ways to keep data locally in the browser has been replaced by this single method. So here you need to define all your files used in front-end development which you want to keep stored locally. So that, when a user opens the app without any network connection, it doesn’t show boring “No Network” message, instead, it opens the file from local storage(not localstorage in the browser, but of the device). So user experience doesn’t hamper. It behaves like an app. Even if you want you can store dynamic data on serviceworker which can be displayed without a network connection.

If you consider your web app is the skeleton, then service work is the soul of a PWA. The better it is developed, the better your PWA performs.

Do you need a PWA for your current product/service?

First, you have to understand your project well and have to understand that how much interaction it needs really with the mobile hardware components like NFC, Bluetooth, proximity sensors, wake lock, etc.

Progressive web apps have limited capabilities when it comes to offering integration with a smartphone’s hardware related features

You should opt for PWA if your app doesn’t require the hardware dependencies mentioned above. The reason is many people with slow connections and affordable smart phones can use your web app more easily with PWA. PWA is the best choice in these cases as it loads in seconds and your users can start working straight away.

If you have a full-fledged web application, high chance is PWA will work best for you.

As PWA runs in the browser, we also need to consider browser compatibility. Here are the statistics of widely mobile browsers considering their support for PWA

As discussed above there are some hardware limitations when we talk about native mobile app vs Progressive web app.

Apart from that, an average, an app loses 20% of its users for every step between the user’s first contact with the app and when the user starts to get value from the app. A user must first find the app in an app store or will go from Google, download it, install it and then, finally, open it or it might have a tedious sign-up process. In most of the cases, the whole experience becomes lengthy.

When a user finds your progressive web app, they will be able to immediately start using it, eliminating the unnecessary downloading and installation stages. And when the user again returns to the app, they will be prompted to install the app. Which will give them an app like experience and will ensure higher retention rate. This is the part I love most. After that user can open your web app just like tapping on the shortcut icon on the mobile home screen and use it like an app.

Want to know more about differences between Native apps and PWA? check this article

PWA= A web app that behaves like a native mobile app

There’s no need for a separate code base for mobile.

You don’t have to install anything from Google Play or the App Store.

Existing Website/blogs can be easily converted to a progressive web app.

It’s relatively cheaper than developing native apps for all platforms.

In today’s competitive landscape, product innovation is key to staying ahead of the curve. But what fuels product innovation? The answer lies in understanding your customers. Customer research is the bridge that connects a company’s offerings to real-world needs. By diving deep into customer insights, companies can create products that not only meet but exceed expectations.

Customer research is more than just gathering data. It’s about understanding your audience at a granular level—what they need, what they want, and how they behave. This insight can transform the way products are designed and developed, driving true innovation.

Statistics Speak Volumes: According to a study by Deloitte, companies that prioritize customer insights are 60% more likely to be profitable than those that do not. Customer-driven products are also more likely to achieve product-market fit faster.

Methods of Customer Research for Innovation

Understanding your customers isn’t a one-size-fits-all approach. Several methodologies can help in uncovering unique insights:

User Experience (UX) Research UX research plays a critical role in product innovation. By observing how users interact with your product or service, you can identify pain points that aren’t always obvious. Conducting usability tests, interviews, and surveys can reveal hidden opportunities for improvement.

Example: A B2B SaaS company used UX research to streamline its onboarding process, significantly reducing churn by addressing users’ pain points.

Net Promoter Score (NPS) NPS can be a quick but effective way to gauge customer loyalty. Promoters of your brand (those who rate your product highly) can provide valuable feedback that leads to innovative product features. On the flip side, Detractors (those who rate your product poorly) highlight areas where immediate changes are needed.

Pro Tip: Look beyond the score itself—focus on the qualitative feedback that comes with NPS responses.

Customer Feedback Surveys Surveys allow companies to gather large-scale data on customer preferences. By tailoring your questions, you can pinpoint the exact features or products customers want, driving a more targeted innovation strategy.

Survey Tip: Ask open-ended questions like, “What feature would you love to see next in our product?” This provides more valuable insights than simple yes/no answers.

In-app Feedback For tech products, in-app feedback can offer real-time data on what users love or hate. By allowing customers to express their opinions while they use the product, you gather insights in a highly contextual manner.

Case Study: A mobile banking app implemented a “shake-to-send-feedback” feature, allowing users to instantly submit feedback when they encountered bugs or frustrations. This led to faster product iterations and an improved user experience.

Once you gather insights, the challenge becomes turning those insights into actionable innovation. This requires cross-functional collaboration between product teams, designers, and engineers.

Identifying Key Themes: Review customer research data to identify recurring themes and issues. Use these insights to brainstorm new features or products that address these pain points.

Example: After conducting customer research, Dropbox identified a recurring need for offline file access. This led to the development of their offline sync feature, which has become a cornerstone of their product.

Prioritizing Features: Not every piece of feedback needs to result in a new product feature. Prioritize features that will have the biggest impact on customer satisfaction and business outcomes.

Framework Tip: Use a prioritization framework like RICE (Reach, Impact, Confidence, Effort) to determine which innovations should be tackled first.

Prototyping and Iteration: Once a new product feature is identified, rapid prototyping and iteration allow for quick validation of the idea. Incorporate customer feedback at every stage to ensure the new feature truly resonates with your audience.

Agile Approach: Companies like Spotify and Airbnb rely on customer feedback loops to continuously iterate on their product offerings, keeping them ahead in innovation

Customer research is not a one-time task; it’s a continuous cycle that should evolve alongside your product. Every interaction, every review, and every feedback form is a goldmine of information waiting to be leveraged. The most innovative products don’t come from a single flash of inspiration—they come from a deep understanding of the customer. When customer research drives product innovation, companies can create solutions that not only meet customer expectations but anticipate them.

How Customer Research Fuels Product Innovation and Business Growth

Discover how customer research can fuel product innovation and business growth. Learn actionable strategies to leverage customer insights for better product development, increased customer satisfaction, and competitive advantage.

Great testimonials tell people that your product or service is awesome and existing users or customers are getting great benefits from it.

While talking with entrepreneurs and growth hackers the question I came across most is, how to get awesome genuine testimonials from customers? In the very beginning in case of mobile apps, it starts with friends providing reviews and then users also come along and changes in the rating start and it starts to impact your download counts. So how to get good reviews and how to get more reviews to determine your product path is we are going to discuss today at RedElegant.

Customers mostly believe other customers. So it is important that you get reviews from your customers and yes the more the positive it is best.

90% of participants of a Zendesk survey claimed that positive online reviews influenced their buying decision, and 86% was influenced by negative reviews.

When an infinite number of reviewers share their opinions online, word-of-mouth miracle takes place which increases the potential business exposure and increases traffic as well as sales. So reviews especially positive reviews are so important for the businesses.

This is one of the most sought after question from businesses, especially startups.

The best way to get reviews is to ask, and the best time to ask is after the customer is satisfied.

Unfortunately, I saw many apps seem to prompt for a review almost immediately upon being opened when there’s basically 100% chance that I have something in my mind that I want to do in the app and off course reviewing the app is not one of them (as I don’t know how the app is, yet).

Let’s see how different businesses are taking reviews-

If you noticed some good gaming apps you will understand. Right after you scored 5* in a match or after winning a war they ask you to review the app, and as the user is happy, then the most probability is that they will provide the review and also might be a good one.

Most apps use intelligent pop ups after app users take some action. The popup reveals itself after the app user does some action for nth time, like — reading 30 news article or after creating 25 posts or simply open the app for say 50 times after signing up first.

E-commerce platforms ask for review once the delivery takes place and customer get to see and try out the item just purchased.

Even if your product has a problem most users understand that and what matters is fast and good customer service. As fast you will respond to the customer emails or reviews you will be appreciated.

Resolving the customer problem fast will result in more satisfaction. Whatever problem they ever encounter they will know the problem will be sorted quickly and that believe is essential for brand building.

When addressing users for Basket I noticed it practically. A prompt reply is always appreciated and assures customers that we are serious about them.

More people share the bad experience and fewer people share the good experiences with others. So remember to address the bad feedback fast.

Bad reviews are gem. They help you to build a great system. Listen to them.

Once you get a bad review, thank the customer for the information, examine the problem and resolve it. Most of the time you can turn a negative review into a positive one if you act quickly. Isn’t it feels awesome when people get delighted and tell on their own that they will recommend our product or service to others?

Even if you are providing the best product or service, some people will complain. Some will not bother to change the previous bad review even after you addressed the issue. So your goal should be a large number of reviews and if you provide good service more people will rate you good and it will help you to remain at the good position.

Insert feedback buttons or link of App store in the support e-mails, so that customers can leave a review straight away.

When everybody has time constraints, you must make it easy for customers to leave a review. Asking for review with popup and when you want to do a small survey, try to keep them concise so that users can just tap some numbers and can hit ‘send’ button, if a customer wants to leave you some message as feedback they can provide it too, but as much simpler that much better.

The art of getting reviews is to asking in proper time and making the process simple. Using good UX you can easily get there but you have to keeping pushing yourself. I would like to hear your experiences, what unique or different things you did to get some awesome user reviews. We all might learn a thing or two from each others experience.

How to get awesome customer reviews for your mobile app

Get Awesome Customer Reviews for Your Mobile App

We learn a lot from online reading and there are some quality online magazines, YouTube channels and blogs who every day contribute to the design community in numerous ways. Today we are sharing a list of good design learning resources to shape your design career or just to enhance your knowledge on the subject of good design.

UX Companion:
UX companion provides a handy glossary of user experience (UX) theories, tools, and principles for designers.

Smashing Magazine:
It is a magazine for professional Web designers and developers, with a focus on useful techniques and best practices.

UX Mag:
UX Magazine is a central, one-stop resource for everything related to user experience.

The Futur:
From the design and advertising agency Blind this YouTube channel is really a bliss to the designers. They help freelancers to in-house designers with sales pitch, business, learning on team management etc.

Create and Process:
Creatnprocess channel is the source for quality training on Illustrator, Photoshop, After effect . The Creative Training Resources includes Graphic Design, Print Design, Logo Design, Motion Design, Animation, etc.

Webydo Blog:
Webydo’s blog gives you the latest web design news, tips, tools, insights and ideas from the finest web design service and community in the world.

Abduzeedo:
Design inspiration and tutorials by Fabio Sasso, a Brazilian designer living in Porto Alegre.

Interaction Design:
Learn User Experience (UX) and Design from experts.

Design School:
In Design school, you will get articles on recent design trends, awesome design tips, Tutorials and design courses.

UX Design:
UX design is a reputable publication who publishes quality articles on User Experience design. Articles ranging on topics like User research, Product design, User experience, UX resources, etc.

Web Designer Depot:
Web Design Resources for Web Designers, including Photoshop Tutorials, WordPress Plugins, and Web Development tools.

Philip VanDusen:
Philip VanDusen, Owner and Principal of Verhaal Brand Design in his Youtube channel share thoughts and ideas, tips, tricks and trends on strategic graphic design and brand development.

BP&O:
A blog on Branding, Packaging, and Opinion. It is very simple insightful blog on the niche topic, all contents are highly curated.

ArchDaily:
A blog for architecture professionals. In this blog, they publish architecture news, competitions, and projects.

TastyTuts:
TastyTuts is a channel to inspire creative minds looking to learn Graphic Design and how to use Photoshop, Illustrator and InDesign to bring imagination to life. Their logo design and designer series is popular where they review top logos.

Mohamed Achraf:
Mohamed Achraf is a freelance graphics designer and he share his knowledge in graphics design in his youtube channel,

The Dieline:
The Dieline is the industry’s source for daily package design & branding inspiration and resources.

Design Week:
Design week is one of the UK’s leading online design magazine. Bringing you the latest news and inspiration across graphics, branding, interiors, digital, product, furniture and more.

Despreneur:
Despreneur is a magazine about design, technology and entrepreneurship.

Tutplus:
Find videos and online courses to help you learn skills like code, photography and web design.

Top design blogs and learning resources to shape your design career 

We learn a lot from online reading and there are some quality online magazines, YouTube channels and blogs who every day contribute to the design community in numerous ways. Today we are sharing a list of good design learning resources to shape your design career

Top Design Resources for 2020 to Shape Your Design Career

Though there are a number of ways to measure the customer satisfaction, yet most of them follow a simple survey. Here we’ll discuss about Customer Effort Score (CES), a popular methodology for customer satisfaction.

Customer Effort Satisfaction is a form of survey done by the company to determine the satisfaction or the experience of the customers with the company.

It is many a time witnessed that customer’s given experience is a better indicator of customer loyalty that simply measuring direct customer satisfaction. This makes CES a popular methodology accepted by most of the companies.

CES can be used to measure the overall experience someone has with your company, but because the question indicates a separate and isolate user experience, it is most often used to measure service or product level issues. Therefore most of the companies use CES surveys just after a customer service action or perhaps immediately after reading an article or any writing to know how effective or helpful it was on the customers (readers).

CES asks customers specifically to rate the effort level that the company has put into resolving any particular issue. So it doesn’t make sense to send it at regular intervals. Rather it would be best to send CES surveys only after specific service or the resolution of any issue. CES surveys must be conducted among those customers who had recently contacted your company for any trouble shooting and you have just resolved their issue, so as to know how much effort it took on their part to reach you for a solution.

CSAT differs from CES on the ground that it generally gathers information about the customer’s satisfaction with your business as well as specific touchpoints. CES is concentrated on a specific event or a circumstance instigated by the customer.

Though CES survey topic may vary as per the content of the event, yet it has to be immediately after the event. CES is measured by sending the customers an automated post interaction survey asking them to rate, or give opinion on a specific statement on a defined scale, depending on the interaction they had just completed.

It’s the strongest predictor of future purchase behaviour.

It’s a strong predictor of referral likelihood, as 81% of customers reporting high effort say they would speak negatively about the company to others.

Does not provide information regarding the customer’s overall relationship with your business.

Lack of segmentation by type of customer.

Irrespective of which type of business you own, customer success is always about what outcome the customer hopes to achieve with your products and services, and how you as a company you are helping them to meet their goal.

How quick you are releasing your product versions.

How quickly you are expanding to many cities.

How happy customers are using your product or service. Customer success is the new way to do business .

You make sure your customers are successful and they’ll make sure you’re successful.

Is your service helping customers to gain success?

This is the most important question to ask, and yes all the time. It is the ultimate thing to measure. Each feature you are implementing, each design driven decisions you are taking are they helping your customers to achieve something more? Analytics data can help you surely with user behavior and usage of a certain component, but only customers can tell what they are liking and what they are expecting from your product.

Taking feedbacks is the best way to know what a customer is thinking about you. In the reviews, customer reveals not only the good and the bad about your service, but also they provide valuable inputs which you can leverage to build an awesome business.

Software like GoodFlow helps you to create a process of feedback management and you can take measured action against each of them.

Ask your team. The metrics talk. You must track the usage and Listen to what your customers are saying.

See what Slack founder Stewart Butterfield said about metrics of Slack —

“But at the end of the day, only you can really determine your company’s magic numbers — the numbers that shed light on who is really using your product (and how you can get them to keep using it).”

For Slack, the number is 2,000–2,000 messages. “Based on experience of which companies stuck with us and which didn’t, we decided that any team that has exchanged 2,000 messages in its history has tried Slack — really tried it. Regardless of any other factor, after 2,000 messages, 93% of those customers are still using Slack today.”

In this post we discussed why listening to the voice of your customer is important for your business.

Question your system and see did you made any improvement from where you were before 3 to 4 months? If a customer told something is not right did you made it right? If you wanted to change how your company responds to your customers are you realizing any good vibe now?

Self evaluating help us all to walk a long mile.

Are you walking an extra mile to ensure your customer satisfaction?

Are your customers liking your product or they want to love your product or they love your product? Irrespective of which stage your product has if you want your customers to brag about your product it is always about small gestures.

Here are some things that can be done to improve customer satisfaction:

Rather than telling someone where to find it, if possible include a link to the item.

Apologize if the customer had to wait to reach you or the customer faced some issues with your product.

Asking if you can so something more for them.

Follow up and see if their problem has been solved and if have anything more to say.

Judge a man by his questions rather than his answers.
— Voltaire

The answer lies in asking right questions and when coming across any problem asking why is best to get to the root cause.

Taiichi Ohno, the architect of the Toyota Production System in the 1950s, describes the “5 Why” method in his book Toyota Production System: Beyond Large-Scale Production . Taiichi said by repeating why five times, the nature of the problem, as well as its solution becomes clear.

when Buffer followed 5 why method following a system-wide outage in early 2014 and this is what it looked like:

Not only problem asking why can also help you understand why something is working. Ask a client why did they choose you? Ask your team why a client is sticking around? and will know which is working and which is not.

**Which questions do you ask to improve your customer success?

How to improve your customer success by asking this simple proven questions

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