Airbnb lets customers book overnight stays and experiences across the world. For Airbnb hosts to build a reputation, they rely on customer feedback to make them seem more credible. In this survey example, Airbnb includes an eye-catching button that prompts recipients to take the survey.
Airbnb politely asks for customers' opinions after their stay, giving them the space to decide whether they want to share feedback or not. In its survey request, Airbnb was intentional about the design of the button, too, by choosing an eye-catching brand color that entices people to click. Your survey invitation emails should have a call-to-action button, just like a marketing email would, to increase click-through-rate.
The Hilton Hotel company provides its customers overnight stays with promising customer service, upholding its century-old reputation. Users then have the option of elaborating. This seemingly simple survey from Hilton gives unhappy guests an easy, friction-free opportunity to submit feedback about their recent stay. The questions are simple and easy to answer.
Uber has two target audiences — the drivers and the passengers — and it does a great job collecting opinions and reviews from both.
The passengers give ratings after every ride, and the drivers rate the passengers as well. If a passenger has a lower rating, the driver has the authority to decline the booking.
If you run a business with two target audiences, create a survey for both. Netflix provides its customers with curated entertainment recommendations that would not be possible unless they had a great understanding of customer satisfaction. Overall, Netflix brings out its A-game when it comes to customer experience. With its recommendation system, it is as customer-friendly as one can get. Netflix studies the behavior of all of its customers and recommends movies and shows per their ratings, likes and dislikes, or just what they have been watching.
It also collects feedback periodically to improve its offerings. Slack is a business messaging app that helps professionals connect from anywhere. It bases its product development entirely on customer feedback. In fact, customer feedback is at the epicenter of its efforts. For instance, there's a command within the application where users can send feedback to the Slack team, or just tell them what features the users would like to have. The co-founders read all the user feedback and made sure they responded to every ticket raised.
In the email above, Slack invites the user to take a survey to improve its offering. The email is short and to-the-point. In the above example, Slack makes the survey seem more exclusive by mentioning that it was only sent to a few people. Drift provides businesses with a revenue acceleration platform that caters to a buyer-centric world. NPS is a critical SaaS metric used to measure customer satisfaction. Paytm has always taken customer opinions into account and has taken serious steps to improve the customer experience.
If customers accidentally buy fake movie tickets through the platform, for example, Paytm allows them to get refunds on their bookings. Paytm gives users the opportunity to tangibly improve the product by giving them the ability to report bugs directly on the app. Plus, it not only collects customer feedback, it acts on it, too, by fixing those bugs. Overall, Paytm provides plenty of avenues for turning an unhappy customer into a happy one. Another example of a product that provides great customer service is Skype, a business recognized for its telecommunication technology.
If you call people using Skype, you know that it asks for feedback after every call. But more than that, it believes in immediately solving customers' problems. In the survey above, Skype asks for feedback on the quality of the call. It also gives users the ability to quickly answer the questions by offering multiple choices instead of letting them write out an answer though they have that option, too.
Skype gets straight to the point in this simple three-question customer satisfaction survey. Amazon, one of the most popular eCommerce websites in the globe, exceeds user expectations by collecting all kinds of information. When you contact its customer service department, it sends you a customer feedback survey that asks three questions about your interaction:. It makes information easily accessible in a knowledge base , so users can find answers and troubleshoot on their own.
This reduces the chances of incorrect purchases, which can make all the difference in a customer's buying decisions. This also contributes to reduced generalizability of the results. In , Balabanis and Souitaris conducted a related research though their research aimed at investigating the extent to which segmentation and differentiation strategies could be used to create increased customer satisfaction in online businesses. Their sample was drawn from UK grocery online buyers. Since consumer behavior is diverse, the researchers classified their respondents as either experiential or goal-oriented.
Their findings showed that each group of consumers required different approach to achieve satisfaction. The two researchers make an observation, which concurs with what Bates and associates had observed in their study.
Another comprehensive research study on customer satisfaction is the research done by Conklin investigating the relationship between customer satisfaction and loyalty. The researcher gives a comprehensive approach with a systematic methodology, which aims at exploring the concept of customer retention with respect to various aspects of customer satisfaction like quality of services that is, reliability of the services, responsiveness of the business to customer needs and assurance and the marketing strategy adapted by the organization promotional tactics and the channels used among other aspects.
The setting for the study is the Bangkok Airport. The researcher used a 5- point rating questionnaire design to collect data related to the above mentioned aspects and subjected the data to statistical analysis. The findings of the study by Conklin showed that there was a strong positive correlation between customer satisfaction and the quality of services offered by the institution.
Of the respondents involved in the study, With respect to marketing strategy, a significant proportion of the respondents In these two instances, customer satisfaction was measured against the two variables as a dependent variable. That is to say that it was postulated to depend on marketing strategy and quality of services. On another perspective, the researcher also subjected customer satisfaction to analysis as an independent variable.
Here, the dependent variable was the customer loyalty. Since the researcher also wanted to establish if there was any relationship between satisfaction of customers and their loyalty, he subjected the data collected to this analysis. The findings of the analysis pointed to a strong positive relationship between the two variables. The researcher therefore managed to derive a string of correlations leading to customer satisfaction.
Customer satisfaction and brand loyalty have a causal link, which means that utmost care must be borne in mind when attempts are made by business organizations to develop satisfaction strategies. An oversight may easily lead to the plan not working at all.
Since the characteristics of the variables a long this causal link may not be similar across the industries and may also vary from business to business, every organization must examine directionality of its customer satisfaction thoroughly SSP Based on the literature review, a number of issues are evident.
First, given that customer satisfaction is not a quantitatively measurable variable and it ideally depends on the behavior of consumers, more investigative efforts should be put in understanding consumer behavior of consumers in a particular industry, geographic location and across gender.
However, it must be taken into account that consumer behavior is not only a profound process in business interaction with the society but it also has many intervening variables which cannot be assumed. For instance, a business that wishes to gain customer loyalty without satisfaction is unlikely to succeed. On the same basis, an organization that wants to ensure a satisfied customer without examining the consumer behavior of customer with respect to changes in quality of services offered and market approach strategies employed may also not be planning to succeed.
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Phone Number. Aliquam quis turpis eget. Product Supplies in accordance with specifications. Response to the Enquiry. Communication of required information. Quality of service provided. Hospitality extended. Delivery performance. Value for money. Suggestion for improvement. Quisque ut erat. Curabitur gravida nisi at nibh. Use Template. Shared by Jotform in Performance Review. Cloned 1, More templates like this Preview.
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