Times are changing and customer priorities are shifting. In fact, experts are predicting that by 2020, Customer Experience is set to take higher priority among customers than product or price. At this point, most businesses have read and understand that it’s an important factor if they want their business to be successful, but not all businesses have the means to monitor and improve their efforts. Want to make sure your CX goes above and beyond that of your competitors’? Try one of our free customer experience survey templates from the Survey Marketplace!
Or learn more about customer experience survey templates below.
What is Customer Experience?
There is a lot of buzz around the word Customer Experience. And rightly so, as it has a huge impact on the success of your business. Customer Experience is defined by Gartner as ‘the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.’
Why is it important to measure Customer Experience?
Measuring customer experience allows you to understand how your customers feel about your brand, product or service. It also gives you and your team deeper insights into your customer experience journey as a whole; insights which can in turn be used to improve the journey and boost customer retention. In other words, you can make informed decisions and ensure your customer experience meets the needs of your customers.
Customer Experience Survey Templates
To measure CX, the best option is to employ customer experience surveys. In the Mopinion Survey Marketplace, you will find two customer experience survey templates:
1. Customer Feedback Form Template
Customer feedback forms help users gain deep insights into the customer experience, which in turn provides them with the means to enhance their CX and bring in more customers. You can use all sorts of metrics here, such as smileys, stars, ratings (1-10) and capture open comments that give you more detail into why your visitors have provided you with the rating they did.
Check out the Template here
2. Relationship Net Promoter Score (NPS) Survey Template
Relationship NPS surveys serve as a great starting point for measuring customer loyalty and customer experience, as well as spotting the gaps that need extra attention. In fact, NPS is one of the most widely used metrics among businesses. Knowing who your detractors are puts you in a great position to the turn them into promoters. Do not confuse this template with the transactional NPS survey, which is a metric based on a certain event or transaction (whereas Relationship NPS is in general).
Check out the Template here
More on the Survey Marketplace
Mopinion recently launched the Survey Marketplace, which is a website geared towards providing you with the inspiration and information you need to start using feedback surveys on your websites and mobile apps. This in-depth library of survey templates covers eight categories of surveys.
What’s also convenient about our Survey Marketplace is that anyone can take one of our templates and customise it to their needs.
Found a survey that you’d like to try out on your own website? Just click on the ‘Customise this survey’ button and try the template for free (as part of a free trial).
Already a Mopinion customer? All templates you see in the marketplace are available to you via the survey builder within the Mopinion platform.