Survey Types

Category Description

Jun 24, 2022

When to Initiate a CSAT Survey

by LeTeisha Newton

We’ve been talking a lot about the CSAT (customer satisfaction) score and its relationship to CX, and that’s because we’re all about feedback here at SoGoSurvey. The CSAT is based on direct feedback from your customers on how they feel about your products, services, or support. It’s a wonderful barometer of how you’re doing, what you could do better, and what changes must be made. But when do you initiate the CSAT survey? When’s the best time to connect with customers to get the best responses? In this piece, we’ll examine when is the optimal time to get the valuable data you need. The Short Answer As soon as possible. It seems simple, but it’s true. There are plenty of different ways you can ask about customer satisfaction, but as soon as they have had the experience you should ask about it. Some example questions to illustrate what we mean: How satisfied were you with the purchase process today? – Something like this would be asked at the moment your customer completes a purchase, no matter what they purchased from you. Of course, these are operations-level questions that can help you find possible bottlenecks in the pipeline, the level of ease of usability, or even functionality on the website. How satisfied were you with [product name/service]? – Now you’re getting more honed into how the customer felt about the product/service they received from you. You may have to wait for 24-48 hours after them receiving their product or service, but […]

Read More

3 min read

Survey TypesHow is CSAT Calculated?The CSAT score has long been beloved by CX experts, who consider it the best way to get a general sense of how satisfied customers...

4 min read

Survey TypesAre your credit union members ready for ITMs?ITMs are often pitched as an alternative to ATMs, but they’re really more of an upgrade, or a “next step” in the technology’s evolution. While...

4 min read

Survey TypesBrand Identity: The What, Why, When, and How (With Examples!)The WHAT Before we dive deep into brand identity, let’s get our definitions straight. Brand identity does not equal brand. It is important to not...

4 min read

Survey TypesHow can you tell when your customer feedback survey has gone stale?You know you want to solicit customer feedback. You carefully craft questions and set up the survey. You invite customers to respond. But then what...

6 min read

Survey Types360 Employee Feedback: What, Why, and WhenWe all want feedback, right? Ideally, we want positive feedback, meaning encouragement that we’re doing a fantastic job. Realistically, however, we probably also need some...

8 min read

Survey Types30 Employee Engagement Survey Questions That You Need to AskYour staff retention depends on keeping your employees motivated and committed to their careers with your organization. So, in this article, I’ve compiled the most...

5 min read

Survey Types“More Training” Isn’t Always the Answer for Performance ProblemsIn a society that likes to super-size things and typically views bigger as better, we’re also fans of “more.” While we may now be more...

6 min read

Survey TypesFrom Myers-Briggs to BuzzFeed: Why We’re So Obsessed with Personality QuizzesA quiz (sometimes called a pop quiz) is the informal cousin of the more scientific personality test, and sometimes the two may overlap. Generally, a...

5 min read

Survey TypesThe Most Common Personality Tests: When to Use Them and When to Avoid ThemPersonality tests seem to pop up everywhere, from social media to job interviews and from market research to blog posts. Beyond the just-for-fun variety, companies...

4 min read

Survey TypesQualifiers: The Logical Way to Capture Your Ideal Survey ParticipantsHere’s the thing: Everyone wants higher survey response rates — piles and piles of data — but nobody wants bad data. That’s not too much...

5 min read

Survey TypesHow Important Is Research Design To Your Marketing Strategy?A company CEO believes strongly that his reinsurance company can successfully enter the auto market by promising dealers a 30 percent increase in gross profits...

4 min read

Survey TypesHow to Survey Your Target Audience’s User ExperienceContinuing our previous post, “4 User Experience Questions to Include in Your Survey,” what questions you ask should be combined with best practices on user...

4 min read

Survey Types4 User Experience Questions to Include in Your Next UX SurveyNo surprises here: Surveys are an integral part of any sales and marketing research into your users’ experience. Getting clear answers to well-timed, specific questions...

8 min read

Survey TypesEverything your business needs to know about the Likert ScaleThe Likert Scale’s reputation for reliability and accuracy when it comes to measuring opinions, perceptions, and behaviors can work in your favor. “Yes” or “No”...

3 min read

Survey TypesStrange Days: Bank on UncertaintyAre we there yet?   Not too long ago, many of us saw these strange days as a short-term inconvenience — an odd twist that...