Customer satisfaction is the basis for good long-term cooperation. It is an optimistic variant. Suppose a company knows how to ensure customer satisfaction and maintain it at a high level over time. In that case, it may undoubtedly have the bordering conviction that not only will it not leave the competition, but it also will be the best brand ambassador, praising its products and services among family and friends.
The pessimistic one is much worse. A dissatisfied customer will not only start looking for the competition but will also be much more likely to express negative opinions about the brand than in the case of its promoters.
Monitoring Customer Expectations
Therefore, research on customer expectations is the basis of customer experience (CX) analysis. Online surveys allow you to collect honest feedback quickly and turn it into specific guidelines for further product development, customer service, or the marketing team’s work.
Customer Expectations Survey – Template Example:
The customer expectation survey will vary by industry. Some assumptions, however, remain the same. We are interested in particulars, so let’s ask simply and understandably. Also, let’s not take the client more time than necessary. The longer the test is, the less chance there will be a high fill rate. Examples of questions in the customer expectations survey:
- Does the product meet your data analysis expectations?
- Does the product meet your reporting expectations?
- Does the product meet your knowledge-sharing expectations?
Note: Respondents respond on a five-point scale, from below expectations to above expectations.