There are many different airlines over the world and you must have got the chance to fly and make your voyage pleasant. Flying has always been fun for a few and frightening for others. Whatever be the case, the crew will always be there to help you and make your journey comfortable.
Airline crew members must be trained in different fields before they join the position. They must learn CPR, first aid, in-flight firefighting, defibrillation, emergency landing procedures, and security. They must provide excellent customer services also. Most of the mens and women’s on the job are too much professional to talk about their jobs in front of the customers. Here are the dirty secrets of the Airline crew which you must know,
The water available in the flight is absolutely unhygienic and not healthy to drink. The water tank never gets cleaned and the water directly get poured into your cup of tea or coffee. Use the sealed water bottle for drinking the water and only eat food if they are prepared from sealed water bottle.
Tray Table :
The tray table is the dirtiest part of the plane. People use this tray for changing children’s nappy, laying their head to sleep on the table or doing rest with their feet on the table. Staff may clean the table but not all the trays are wiped properly.
Flight attendant Pay :
A flight attendant is not paid for the time period that the aircraft doors remain open. Any work that an air hostess does during that time, like greeting people at the doors or pre-flight and after-flight checks, is not paid for.
You can’t serve yourself with liquor on the plan. The attendants know how much you have had to drink so that they are not over-serving you. Higher you fly, more alcohol affects your brain.
Emergency Slide :
Flights having the emergency slides which can be opened in rare condition as this can cause flight to delay by hours and It will cost more to unpack the slides. In one such condition, traveller needs to get off the plane rapidly so they used this slider, but this made the flight delay by quantity hours
Mobile Device :
Mobile electronic devices won’t really bring an airplane down but they can be annoying to pilots.
Lots of items are shipped along with humans on the commercial flights. One the items were called as “HR” and the abbreviation of HR is Human remains. Some people die far away from where they want to get buried. They are packed in wood-framed boxes, so you would never know what was inside except by the strange shape of them.
Flying with Pets :
While your airlines will take the best possible actions, some of the things can not be avoided, like noise of pets. Think twice before flying with your pets.
These are the things you should know before flying on airlines. Hope you make a note of this. Let me know, your experience in any of the above situation by commenting below.
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Familiarize yourself with SD-WAN, the most cost-effective and advanced network setup available for IT teams.
New business models drive the need for a new network model, and SD-WAN addresses this current IT challenge. Simply put, SD-WAN can convert your expensive and complex network into one that’s much more cost-effective, secure, and easy to manage.
Software-defined wide-area networking (SD-WAN) is an innovative technology that abstracts network hardware, simplifies IT management and enhances employee performance. This allows businesses to replace expensive private WAN connections — like multi-protocol label switching (MLPS) — with higher-performance WANs that use low-cost internet access.
When you’re an enterprise business, this technology plays a major role in connecting teams throughout your organization. For example, if you operate internationally, this network optimizes your ability to share information between employees in different locations. So, if an employee in Tokyo needs customer data that’s stored in Europe, SD-WAN makes it easy to access that information. That’s because it uses cloud-based technology to connect your data centers so employees can quickly find the information they’re looking for.
Why Companies Should Adopt SD-WAN
As applications continue to migrate to the cloud, IT staff are quickly realizing that traditional WANs aren’t built for this transition. With the traditional WAN architecture, once organizations adopt cloud-based applications in the form of SaaS and IaaS, a burst of traffic affects programs distributed across the globe.
What does this mean for your business? Well, these changes can have several implications for IT. Employee productivity may be compromised by performance problems and WAN expenses can increase the inefficient use of dedicated and backup circuits.
Now that we’ve covered the basics of SD-WAN, let’s review some of the benefits it can provide to your business.
5 Benefits of SD-WAN
1. Better Customer Experience
With SD-WAN, you can expect the performance of critical applications — such as voice and video — to improve. For example, SD-WAN can enhance VoIP performance, creating a better customer experience in your call centers.
2. Faster Application Performance
Since SD-WAN uses cloud-based technology, it performs faster and more reliably than traditional WAN systems. This allows you to adopt and combine several applications without jeopardizing their performance.
3. Significant Cost Savings
With SD-WAN, you’ll reduce the total cost of ownership by removing maintenance and professional services costs. Since there isn’t any hardware to manage, there won’t be a need to hire someone to perform routine checks and assessments.
4. Improved Security
SD-WAN virtualizes network functions like routing and firewalls which helps boost encryption levels and utilize cloud and hybrid VPN functionality. Additionally, since it’s a cloud-based setup, any further security measures that you’d like to install are easily integrated into the system.
5. Quick Deployment
Data centers in new locations can be activated in as little as minutes using two-factor authentication. This allows you to expand your business into new countries or states without having to go through a tedious setup process.
While these benefits demonstrate how SD-WAN can optimize your network, one common question that business owners have is, “What’s the difference between VPN and SD-WAN?”
Let’s explain this in the section below.
The Difference Between SD-WAN and VPN
The main difference between a standard VPN and SD-WAN is the features of software-defined networking (SDN), upon which SD-WAN technology is based. SD-WAN consolidates network options and WAN features into a single platform, creating easier management for IT teams.
VPN, on the other hand, branches office communication by offering authenticated WAN security between two or more endpoints. End-to-end VPN encryption is only a small component of overall security, as IT teams are responsible for supporting cloud-based applications. And, standard VPNs normally don’t include options to route traffic based on optimization and security.
So, when it comes to comparing SD-WAN and VPN services, businesses should consider factors like cost, cloud-usage, and application awareness.
If you’re thinking about making the switch, take a look at the section below for some questions you should consider before adopting this network setup.
Does SD-WAN Make Sense for My Business?
After reading the above sections, you may be wondering if SD-WAN makes sense for your business. And, is now the right time for you to make the switch to SD-WAN?
We completely understand that any change to your business is a big decision, so why would this be any different? To help, we’ve compiled a list of questions for you to consider:
Are you looking to improve application performance, particularly for cloud apps?
Do you have plans to increase bandwidth at a remote or international site in the near future?
Do you need to replace an expensive private network?
Are you interested in simplifying or outsourcing the management of your network?
Would you like to build resiliency into your network to guarantee uptime?
Would you like to decrease turn-on time for new sites?
Networking has changed — and continues to do so — because the network’s capabilities need to reflect the growing requirements created by new technology and continually shifting business practices. SD-WAN can lower maintenance costs, increase data capacity, reduce rigidity and make your network more manageable for your IT team.
Can social media get you hired? Here are some easy ways to use social media as a career enhancer.
Social media has been a staple part of modern culture for many years now, typically as a way to interact with friends and acquaintances and update the world on life events.
However, social media is transforming into an opportunity for professional advancement.
Employers have realised that looking into an individual’s social media is a great way to see who a person really is.
Savvy social media users have recognised that this is a perfect opportunity to use social media to increase their chances of getting hired.
We’ve collected some of the key ways to use social media as a career enhancer.
Cultivate a personal brand
Users should consider social media as an opportunity to build an image of the person they want employers to see.
A brand is made up of a person’s profile and every detail that is on display from images to blogs to interactions.
When creating a social media persona, users should think about every aspect carefully and choose the colours, design, images and even logos that best reflect who they are.
Users should particularly focus on the content they are producing as blogs, articles, and posts are the strongest indicators of their interests and passions.
Showing that you are actively interested in your profession and up to date with the latest trends is an impressive trait for employers who look to employ someone who has the knowledge of fickle business trends.
A strong brand will strengthen a user’s chances of getting hired because it will be instantly recognizable and draw employers in.
Additionally, a person’s social media pages give employers a preview for the person and will help them decide if this is a person they would want to work with or invite for an interview.
Users should remember that potential employers and other professionals will be able to see ALL of their public posts on social media.
Therefore, it’s important to keep unsavoury issues and topics away from their social media pages so that they aren’t broadcasted to the world.
Social media is an opportunity to recommend yourself professionally.
Which is why drunken pictures at parties, online arguments, and controversial opinions should all be kept in person and in private so that professional connections don’t get a negative opinion that could affect your professional life.
“Social media users, and particularly job seekers, should try to keep their accounts professional by cleaning up unprofessional posts and pictures and instead, use the opportunity to market themselves professionally”, says Tony Whyte, social media blogger at 1Day2write and Nextcoursework.
The biggest opportunity that social media provides is the ability to network online.
From anywhere in the world with the use of a phone or laptop, users are able to build professional relations and connections with other professionals in their field.
Positive online relationships and impressions lead to recommendations and interviews.
The more well-known you are in professional networks, the more others will consider you a trustworthy professional and respect you.
Additionally, having a wide network means you have numerous people to approach if you ever need to discuss career-related issues or ask advice.
Online networking is also great for freelancers who can become isolated as they have the opportunity to find other professionals in a similar location and arrange real-life meet-ups.
Don’t be afraid to show off on your social media pages!
They are a platform for users to display their best qualities and should be used as such.
If you have any skills that might be impressive, social media users should make sure they are included somewhere on their social media.
If, for example, you have a talent for video editing, your social media pages are the perfect place to post some brilliantly edited videos that potential employers will be wowed by.
Users should make sure the links to any of their websites are clearly found all over their social media.
Links to blogs, articles, photography websites, etc. We guarantee your future employers would love to see it.
“Users that include evidence of previous work like blog posts or successful copy content are much more likely to get positive interaction and feedback from their network, thus increasing their legibility and position in their field”, says Joan Middleton, career writer at Writemyx and Britstudent.
Successful social media pages can be built up over time so don’t panic if you don’t have the opportunity to create a perfect page immediately.
Now is the time to take steps towards a great online presence to impress future employers and secure your dream job!
At first sight, it might not seem like project management has a lot to do with customer service. Read on to discover some surprising cross-over skills..
Being a project manager sounds more like a methodical job, where you coordinate lots of tiny moving pieces, manage tasks, research, fill in spreadsheets, strategize and write progress reports.
When thinking of a PM, we picture someone sitting behind a desk, elbows deep in paperwork, not someone working in the dynamic and interactive environment of customer service. However, between project management and customer service there are more similarities than you might think. Ultimately, isn’t customer satisfaction the goal of every project?
If you’re currently training to become a project manager, you’ll be surprised to discover that many of the skills you will learn have a lot in common with customer service. Here are some of them:
Being a good listener and communicator – one of the main skills you’ll learn in PMP training
As a customer service representative, communication is the most important part of your job, which entirely revolves around talking to customers, carefully listening to their concerns, understanding their point of view, and suggesting ways to improve things. We simply can’t picture someone working effectively in customer service without having good communication skills and the same goes for project management.
As a PM, you have to communicate with your team, managers, and clients to make sure that everything works together like cogs in a well-oiled machine. You have to address things such as goals, responsibility, and performance and, unless you’re a good communicator, you’ll come across many bumps in the road.
According to the Project Management Institute, a project manager should spend 90% of their time communicating. Poor communication has a major impact later in the project life and one single misunderstanding can have a snowball effect and affect not just the harmony of the team but also the success of the project. One out of five projects misses its mark because of ineffective communication so if you want to be a great project manager, start here.
Contrary to popular belief, PMP Training isn’t just about understanding PM terminologies and concepts or applying global PM standards. It’s also about learning how to work with people, share ideas, listen to feedback, and communicate goals clearly, whether it’s face-to-face or via online collaboration tools. If you don’t have formal training in project management, we highly recommend that you sign up for a course. To a certain extent, you’re naturally inclined to be a PM, but you need formal PMP training to polish your skills, get certified, and unlock more career prospects.
In customer service, problem-solving mostly refers to finding quick solutions to customer complaints and managing issues before they leave a bad review or change providers.
As a project manager, you’ll also have to know problem-solving techniques and learn how to manage issues both short and long term. This includes important steps such as identifying the problem and its cause (technical malfunction, human error, external event, etc.), mitigating its impact, and taking long-term measures so it doesn’t happen again in the future.
Project managers are often tempted to think that they don’t have enough time to analyze problems and get to the bottom of things and they tend to only apply quick fixes. However, that can be counterproductive. In an interview in Harvard Business Review, Corey Phelps, a strategy professor at McGill University, explains that even experienced managers make the mistake of jumping to conclusions and rush to find a solution quickly, without taking the time to research the problem first.
As businesses become more digitized and new technologies such as AI and Big Data make their way to day-to-day processes, even seasoned managers who have been working in issue management for years can make mistakes simply because the workplace is evolving. It’s therefore time to have a slower approach and spend more time researching and analyzing.
In 2018, the Word Economic Forum had already predicted that in 2020 jobs across all industries will require complex problem-solving as one of their core skills, so if you want to be a great project manager, work towards becoming a strategic problem-solver first. The Project Management Institute suggests a series of new “rules” for modern problem-solving:
The first objective of problem-solving shouldn’t be solving the problem but preventing team members from making additional mistakes.
Before engaging in any type of data-gathering process, team members must first agree on the root of the problem and the set of questions that need to be asked. Otherwise, data will only become confusing.
The entire team should work together to tackle the problem
Having a customer-oriented mindset
People who work in customer service are trained to do everything with customer satisfaction in mind. Throughout the whole interaction, the customer needs to feel that their experience matters and that they’re not just speaking to a machine.
But as a project manager, it’s easy to get sidetracked and forget that all PM activities are driven by the customer. You might get lost in worksheets, deadlines, and presentations and communicate only with team members and managers, but that’s a big mistake. For your project to be successful, you need to have a customer-oriented mindset: understand customer needs, include them in processes, and maintain customer satisfaction as the end goal.
There are several ways you can do this:
Speak directly with customers and ask their opinion
Conduct surveys to find out what customers think about the project and make changes if necessary
Track social network engagement and repeat purchases
Even if something sounds great in theory, you need to make sure it’s relevant to your customers and that the way you implemented the project generated a meaningful experience for them. When you work as a project manager, it is of course important to meet deadlines, respect scheduled costs, and optimize resources, but don’t forget that ultimately, it’s all about the customer.
If you work in customer service and are considering branching out to project management, then you may already have some of the vital skills needed to succeed. If you’re already a PM, consider focusing more on these customer-oriented skills or taking a course to perfect your knowledge.
Severe Acute Respiratory Syndrome Coronavirus-2 (SARS-CoV-2) is the name given to the 2019 novel coronavirus. COVID-19 is the name given to the disease associated with the virus. SARS-CoV-2 is a new strain of coronavirus that has not been previously identified in humans.
Fact 1 :
Bats are considered as natural hosts of these viruses yet several other species of animals are also known to be a source.
Fact 2 :
The novel coronavirus detected in China is genetically closely related to the SARS-CoV-1 virus. SARS(Severe Acute Respiratory Syndrome Coronavirus-1) emerged at the end of 2002 in China. The current COVID-19 outbreak caused around 7 000 reported cases in China during the first month after initial reports (January 2020), with a further 80 000 cases reported globally during the second month (February 2020).
Fact 3 :
Preliminary findings indicate that the mortality rate for COVID-19 is 20-30 per thousand people diagnosed. This is significantly less than the 2003 SARS outbreak. However, it is much higher than the mortality rate for seasonal influenza.
Fact 4 :
Currently estimated that, on average, one infected person will infect between two and three more. The virus seems to be transmitted mainly via respiratory droplets that people sneeze, cough, or exhale. The virus can also survive for several hours on surfaces such as tables and door handles.
Fact 5 :
The virus can cause mild, flu-like symptoms such as:
More serious cases develop severe pneumonia, acute respiratory distress syndrome, sepsis and septic shock that can lead to death.
Fact 6 :
Generally elderly people and those with underlying health conditions (e.g. hypertension, diabetes, cardiovascular disease, chronic respiratory disease and cancer) are considered to be more at risk of developing severe symptoms.
Fact 7 :
Disease in children appears to be relatively rare and mild. A large study from China suggested that just over 2% of cases were under 18 years of age. Of these, fewer than 3% developed severe or critical disease.
Fact 8 :
There is no specific treatment for this disease, so healthcare providers treat the clinical symptoms (e.g. fever, difficulty breathing) of patients. Supportive care (e.g. fluid management, oxygen therapy etc.) can be highly effective for patients with symptoms.
Fact 9 :
Fear and anxiety about COVID-19 can cause people to avoid or reject others even though they are not at risk for spreading the virus.
Fact 10 :
There are simple things you can do to help keep yourself and others healthy.
Wash your hands often with soap and water for at least 20 seconds, especially after blowing your nose, coughing, or sneezing; going to the bathroom; and before eating or preparing food.
Avoid touching your eyes, nose, and mouth with unwashed hands.
Stay home when you are sick.
Cover your cough or sneeze with a tissue, then throw the tissue in the trash.
Everything you’ve ever wanted to know about running an effective customers satisfaction survey — which questions to ask, when to send them, and who to send them to.
Customer Satisfaction Survey
Customer satisfaction surveys are used to gauge how your customers feel about your company or a given experience with your company. These surveys can come in many different forms, and you can use these surveys to segment customers based on satisfaction scores, measure relative customer satisfaction scores over time, or find insights for customer experience improvements.
Customer satisfaction surveys measure customer satisfaction score, or CSAT, which is a basic measure of how happy or unhappy the customer was with an experience with a product or service, or with a specific interaction with the customer service team.
New companies are starting up every day, and competition is in abundance. One of the differentiating factors is what your consumers think about you. Big companies like Apple are thriving on taking their customer’s needs into consideration, and adding new and requested innovative features to their products.
Customers share good experiences with an average of 9 people and poor experiences with about 16 (nearly two times more) people — so it’s imperative you figure out customer issues and try your best to solve them before they go viral on Yelp or social media.
1. Customer feedback provides insights to improve the product and overall customer experience.
It’s imperative to find out what your customers think about your product. Listening is important to keep your customers happy. Taking their expectations into account increases their loyalty toward the brand.
2. Customer feedback can improve customer retention.
You are connected directly with the customers, thanks to their feedback. If your customer is unhappy, you can listen to them, work toward making the product more customer-friendly, and develop a deeper bond with them. In situations where a customer faces a problem with your product and gets it solved instantly, the customer becomes more loyal to your brand and is likely to stick around for long.
3. Customer feedback identifies happy customers who can become advocates.
After you offering customers with an experience that exceeds their expectations, you find your own marketers. Customers are likely to recommend your product/service to their friends or relatives, and this is a great way to stand out from your competition. Referrals are a free and effective way of marketing, thanks to word of mouth. Per research by Wharton School of Business, a referred customer costs less to acquire and has a 16% higher lifetime value.
There’s a term in psychology that explains the reasoning behind this: “emotional arousal.” Emotional arousal measures a combination of a physiological and psychological response to an experience.
As an example, think about the last time you gave a big speech or were anticipating an event (say in the last few minutes of a close game with your favorite sports team).
In these situations, your palms are sweaty and your heart is pounding, which are the same physiological reactions that occur when you’re scared or nervous (say, when you hear a weird noise outside your tent when you’re camping).
Now we can further separate these “high-arousal” emotions based on their “valence” — how positive or negative they are.
So the big game anxiety is a positive emotion, whereas the noise outside the tent or your anger after getting booted off your flight are negative valence.
All this is to say that your ideal scenario is one where your customers’ experience is at the same time high-valence and high-arousal. At least, according to academic literature, that’s the most likely conditioning for them to rate themselves a promoter and tell their friends about your company.
What you want to avoid is triggering high arousal and low valence experiences.
Thanks to customer feedbacks, you get tangible data to make major decisions. These decisions are not based on your hunches, as you can gather insights on how your customers feel. You should use your customers’ opinions to guide your product’s future.
But if you don’t measure customer satisfaction at all, you’ll never know these things.
You’ll be (not so) blissfully ignorant, and you’ll risk these customers running to their friends and talking about what a wreck your customer experience is.
To avoid that, let’s dive into some specific examples and templates to get started.
Customer Satisfaction Survey Examples & Templates
Customer satisfaction surveys come in a few common forms, usually executed using a popular “one question” response scale methodology like:
Net Promoter Score® (NPS)
Customer Satisfaction Score (CSAT)
Customer Effort Score (CES)
Each of these customer satisfaction survey methodologies measures something slightly different, so it’s important to consider the specifics if you hope to use this data wisely.
Net Promoter Score
Net Promoter Score is a popular survey methodology, especially for those in the technology space.
It’s rare to see a company now that doesn’t use the famous question: “How likely is it that you would recommend this company to a friend or colleague?”
While this measures customer satisfaction to an extent, it’s more aimed at measuring customer loyalty and referral potential. The way NPS is calculated, you end up with an aggregate score (e.g. an NPS of 38), but you can also easily segment your responses into three categories: detractors, passives, and promoters.
You’re still measuring satisfaction, but in this way, you’re gauging effort (the assumption being that the easier it is to complete a task, the better the experience). As it turns out, making an experience a low-effort one is one of the greatest ways to reduce frustration and disloyalty.
In fact, it’s probably one of the biggest mistakes people make when conducting customer satisfaction surveys.
Just because you’re not writing a blog post or an eye-catching infographic doesn’t mean your survey still shouldn’t be engaging, relevant, and impactful. If the design is wrong, the data won’t be useful to answer your questions about your customers.
Without diving too deeply into the esoteric world of advanced survey creation and statistical analysis, know this: How you pose the question affects the data you’ll get in return.
I’ll go through a few of them here and include some pros, cons, and tips for using them.
1. Binary Scale Questions
The first type of survey question is a simple binary distinction:
Was your experience satisfying?
Did our product meet expectations?
Did this article provide the answer you were seeking?
Did you find what you were looking for?
The answer options for all of these is dichotomous: yes/no, thumbs up/thumbs down, etc.
The benefit of this is its simplicity. In addition, most people tend to lengthen survey response scales to find deltas that may not mean that much. As Jared Spool, founder of UIE, said in a talk, “Anytime you’re enlarging the scale to see higher-resolution data it’s probably a flag that the data means nothing.”
This is also a great question for something like a knowledge base, where a binary variable helps you optimize page content. Take, for example, Optimizely’s knowledge base and their use of this question:
When you’re running an A/B test on an ecommerce site, you have a binary variable of conversion: you converted or you didn’t. We would often like to experiment similarly on knowledge base pages, but what’s the metric? Time on site? Who knows, but if you do a binary scale survey at the end, you can quite easily run a controlled experiment with the same statistical underpinnings as an ecommerce conversion rate A/B test.
Two cons with binary questions:
You lack nuance (which in some circumstances could be a benefit).
You may induce survey fatigue on longer surveys with many questions.
If it’s a long survey with many questions, customers can tire out and lean towards positive answers (this isn’t a problem when you just have one or two questions, of course).
2. Multiple-Choice Questions
Multiple-choice questions have three or more mutually exclusive options.
In data analysis, these can be incredibly useful to chop up your data and segment based on categorical variables.
For example, in the context of customer satisfaction surveys, you could ask them what their job title is or what their business industry is, and then when you’re analyzing the data, you can compare the customer satisfaction scores of various job titles or industries.
When proposing multiple choice questions on a survey, keep in mind your goals and what you’ll do with the data.
If you have a ton of multiple choice questions, you can induce survey fatigue which will skew your data, so keep it to question you believe have important merit.
3. Scale Questions
Here’s where we get into the meat of customer satisfaction survey design.
Almost all popular satisfaction surveys are based on scale questions.
For example, the CSAT score asks, “how satisfied with your experience,” and you may get to rate the experience on a scale of 1-5 (a Likert scale).
The survey scale could be comprised of numbers or you could use labels, such as “strongly disagree, disagree, neutral, agree, and strongly agree.”
There are many pros to using scale questions.
It’s an industry standard and your customers will completely understand what to do when presented with the question.
You can very easily segment your data to make decisions based on individual survey response.
You can easily measure data longitudinally to improve your aggregate score over time.
There’s only one real disadvantage in my book: There’s no qualitative insight. Therefore, you’re left guessing why someone gave you a two or a seven.
It’s a best practice to couple survey scale questions with open-ended feedback questions to get the best of both worlds.
4. Semantic Differential
Semantic differential scales are based on binary statements but you’re allowed to choose a gradation of that score.
So you don’t have to pick just one or the other, you can choose a place between the two poles that reflects your experience accurately.
These have a similar use case to survey response scale, but interestingly enough, if you analyze semantic differential scales they often break into two factors: positive and negative. So, they give you very similar answers as binary scales.
5. Open-Ended Questions
As I mentioned, the above survey questions don’t allow for qualitative insights. They don’t get at the “why” of an experience, only the “what.”
Qualitative customer satisfaction feedback is important. It helps identify customers’ value propositions, and helps learn about things most important to the customer — which you won’t glean from a numerical or multiple-choice survey.
It’s easier to skew qualitative data and cherry pick insights than you’d think, though, so be mindful of personal bias when you start deciding which questions to ask.
Getting qualitative responses helps you close the loop here, too.
Instead of simply reaching out in ignorance and concern about a low satisfaction score, if you ask (and receive) a qualitative question, you can respond with a specific fix down the line. Learn more about survey questions in this blog post.
When Should You Send Customer Satisfaction Surveys?
As soon as possible after an interaction with customer support
After a period of time has passed after a customer’s initial purchase (the length of time will vary depending on your product or service)
At different stages of the customer lifecycle to measure how satisfaction evolves over the course of the customer journey
When to send your customer satisfaction surveys is another important question to consider.
When you pop the question also determines the quality of the data. While there are different strategies for conducting these surveys, ask enough experts and you’ll hear this common mistake: Most companies ask too late.
Companies might be tempted to use “the autopsy approach” to customer satisfaction: waiting until an event is over to figure out what went wrong with a customer. Instead, customers should be asked questions while their feedback could still have an impact.
Ideally, you’ll deploy customer satisfaction surveys at different times to get different views of the customer experience at different lifecycles stages.
So, your first directive is to align your survey points with points of value that you’d like to measure in the customer experience. The more touch points you measure, the more granular your picture of the customer experience can be.
When to send your survey also depends on what type of survey it is.
Specifically in regards to CSAT surveys, we recommend sending them as soon as possible after an interaction with customer support to capture the experience when it’s still fresh.
Customer Satisfaction Survey Best Practices
Choose the right survey type.
Choose the right survey questions.
Send surveys at the right moment in the customer journey.
Ask for customer feedback regularly.
Limit the number of survey questions.
Consider different ways to ask questions.
Test your survey.
Follow up with respondents.
Put survey results to action.
1. Choose the right survey type.
Before you start collecting customer feedback, it’s important to pick a survey type that best suits your team’s goals. Think about the information you’re trying to obtain and how you’d like to capture it. Are you looking for quantitative data? Or, qualitative feedback?
If you’re looking for results that are easy to sort and can highlight major trends at a glance, then you may want to consider an NPS or CSAT survey. But, if you’re looking for more descriptive information outlining a customer’s experience, then you should use a CES survey.
2. Choose the right survey questions.
Another key to obtaining the feedback you’re looking for is picking the right survey questions. For this step, take your time and make thoughtful decisions because the type of questions you include will play a major role in the quality of feedback you receive.
Additionally, don’t be afraid to use multiple question types within the same survey. Just make sure each type is grouped together so that the experience is more delightful for the respondent.
3. Send surveys at the right moment in the customer journey.
With surveys, timing is everything. If you deploy your survey at the wrong moment, you’re not going to see successful results.
This means you should isolate the most ideal touchpoints in the customer journey to ask people for feedback. Typically, these are times when your company has completed an interaction with the customer and has failed or succeeded to provide the need they’re looking for. For example, after a support agent closes a ticket with a customer is a great time to send a survey.
4. Ask for customer feedback regularly.
Customers are smart — like really smart. And, if you only send your surveys out after poor interactions, they’ll be reluctant to fill them out. That’s because they know that you’re only reaching out to keep their business, and not because you care about their satisfaction.
Instead, you should collect feedback regularly to show that you’re constantly trying to improve customer experience. This demonstrates a long term commitment to customer satisfaction and building rapport with your customer base. Plus, this will give you more diverse feedback that’s not solely positive or negative.
5. Limit the number of survey questions.
If you’re new to surveys, determining the right length can be tricky for some businesses. Asking too many questions will cause customers to abandon your survey, but not asking enough questions spoils an opportunity to obtain information. Finding the right balance will optimize your survey’s completion rate.
While there’s no universal standard for survey length, most research suggests that the ideal length should be between 10 and 20 minutes. If it takes longer than 20 minutes to complete, participants will lose interest and your abandon rate will start to increase.
6. Consider different ways to ask questions.
When you’re coming up with survey questions, pay attention to how you frame them. The language you use will impact how participants answer your prompt. If it’s biased or encouraging them to answer in a certain way, this will skew your survey results. If you’re not sure if your survey is biased, have a few employees or peers take it and ask for their feedback.
7. Test your survey.
Before you deploy your survey, you should test it with your target audience. Instead of sending it to every customer at once, send it to a small group and see what type of results you get. Follow up with these customers as well and ask for their feedback on ways to improve the survey experience. Once you feel comfortable that you’ve created an effective survey, then you should send it to the rest of your customer base.
8. Follow up with respondents.
Now that you’ve got insights on your customer satisfaction levels, it’s important to close the loop and actually follow up with customers in a meaningful way. Why let the data lie dormant when there are so many proactive efforts you can take here?
It’s important to follow up with survey respondents. Closing the feedback loop with valuable customers that complete your satisfaction survey is simultaneously the most important and oftentimes most-ignored step in a successful customer satisfaction measurement campaign.
Making sure your team acknowledges and thanks anyone that completed the survey is critical to ensuring that customers will continue to provide you feedback — because it’s about building trust and showing them value.
You can’t always pivot and deliver on every piece of feedback that comes through — especially since some customer feedback just might not be of great value. But you can address every piece of feedback that comes through in some way — because providing a response, even if what the customer is requesting is not something you will do, is always better than no response at all.
9. Put survey results to action.
As with any form of data collection, one of the biggest mistakes is putting all that effort into collection and perhaps even analysis, but then coming up short when it comes to action. But that’s why we collect data: to inform decisions.
How you act on your customer satisfaction data will vary according to the company and the situation (as well as resources available and many other variables), but it’s important to have a plan of action. Ask yourself, “If I receive X feedback, what will I do with that information?”
Just asking this question will put you on a trajectory to improve your customer experience, as well as put you on a continuous customer feedback loop of better customer insights and actionable takeaways.
But it all starts with a simple survey, so start now by taking action and simply asking customers how their experience was.