How to Measure Customer Satisfaction in SaaS


Knowing how to measure customer satisfaction is the key to unlocking insights that improve user sentiment , boost customer retention, and speed up growth. In this article, we cover: Why you need to measure customer satisfaction. What is customer satisfaction?

7 Strategies on How to Improve Customer Satisfaction in SaaS


Having an informed understanding of how to improve customer satisfaction in SaaS can help you stand out in the fast-growing software industry, but also build an unfair advantage among competitors. Ensure you close the feedback loop by taking action on customer complaints or suggestions.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

The Customer Satisfaction Survey: Best Questions And Examples In 2021


How badly do you want to know if your customers are truly satisfied with your services? A customer satisfaction survey is a lynchpin to developing a loyal, returning, and referring customer base. Why Is a Customer Satisfaction Survey Important?

4 Types Of Customer Satisfaction Survey And How To Create Them [+Examples And Questions]


How do you build engaging customer satisfaction surveys that get you quality feedback from your users? And what exactly are the different types of customer satisfaction surveys and how should you use them? What is a customer satisfaction survey?

How to Package and Price Embedded Analytics

1 Customize to Monetize: The Strategic Way to Create Tiered Offerings. 11 Packaging Mechanics Customization Essentials. Customer Economics.20. struggle to integrate analytics into their products, business models, and pricing strategies in a way that meets a range of user.

How to Measure User Satisfaction (Without the NPS)

dscout People Nerds

See why the NPS can lead to unclear results and what you should use instead to better understand how pleased (or unhappy) your users are

Using Productboard at Productboard: How we optimize our own tools to focus on customer satisfaction


Most product managers and leaders would agree that they aim to be customer-centric, and that they work hard to make that goal a reality. Company & Product customer-centric strategy customer-centricity communicating vision & strategy customer-centricity insights

How to Use Google’s HEART Framework to Improve Your SaaS Product


Want to know how you can use the HEART framework to improve user experience? Google’s HEART framework has been designed to enhance product experience at every stage of the user journey. The Google HEART framework aims to enhance the overall user experience of a software program.

What is the Customer Happiness Index in SaaS and How Can You Increase It


Curious about the Customer Happiness Index (CHI) and how it affects your growth? The Customer Happiness Index literally measures happiness at different stages of the customer journey. The Customer Happiness Index isn’t the same as customer satisfaction.

How to Improve The Happy Path UX Flow by Focusing on Unhappy Paths


The more your users stick to the happy path UX, the more they’ll see the value in your product and want to stay around. Your retention rates will potentially increase, and so will customer satisfaction. Map the happy path for each user flow.

UX 82

Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.

How To Write A Good User Satisfaction Survey

AB Tasty

Ever wonder why your customers aren’t responding to your satisfaction surveys? This article was originally posted on AB Tasty as How To Write A Good User Satisfaction Survey. User ExperienceWe explore the top tips to writing great ones.

High Customer Satisfaction and Ease of Implementation: Breaking Down Indicative’s Rankings in G2’s Winter 2021 Report


Continuing to climb in G2’s quarterly industry rankings, Indicative was again named a Leader in Customer Journey Analytics by G2 in their 2021 Winter Report. Indicative received a rating of either 4 or 5 stars from a whopping 98 percent of users. What Users Had to Say About Indicative.

Beyond CSAT: How customer satisfaction metrics are changing

Inside Intercom

This week on Inside Intercom, we’re focusing on customer satisfaction: how it’s evolving, why that matters, and what you need to do about it. If you’re in the business of supporting customers, one measurement probably looms large over everything else: the customer satisfaction, or CSAT, score. . So how do you start to rethink your customer satisfaction metrics? Moving from reactive to proactive customer support.

How to build effective in-app surveys to collect feedback in SaaS [Examples included]


The in-app surveys can help you identify unhappy users and reduce churn proactively. Read on to learn more about how to get precise feedback and act on your user sentiment to improve the customer experience. Satisfaction survey progress bar.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Customer Churn Reduction: 10 Solid Strategies To Fight Churn & Boost Retention


Customer churn is a big problem in SaaS companies where monthly recurring revenue is a necessity and buyers have multiple options. To maintain rude financial health, you need to acquire new customers and retain existing ones. What is customer churn? Poor customer service.

16 Brilliant Microsurvey Templates For SaaS


Microsurveys make for a fast and easy way of collecting user sentiment and acting on it to improve your product. You can use a multiple-choice micro-survey on your Welcome screen to get more information on your user persona and increase activation by personalizing onboarding.

Customer Service vs Customer Experience in SaaS: What’s The Difference?


Many people tend to use the terms customer service vs customer experience interchangeably. I’m here to tell you that’s wrong; the two terms, although known to boost customer engagement and loyalty , are not synonymous. What is customer service [CS]?

Customer Intelligence in SaaS: How To Collect Customer Intelligence Data and Improve Loyalty?


Did you know that customer intelligence (CI) data helps product managers dive deep into the customer journey and truly understand customers ? Want to learn how to collect and act on customer intelligence data? customer feedback, feature usage). Customer data.

Trends in Embedded Analytics

Did you know that the embedded analytics and business intelligence market is expected to reach a $1.3 billion value in 2023? Download this Infragistics report to learn how embracing embedded analytics can unlock new markets, revenue growth, and heightened levels of customer satisfaction for your digital product.

What B2B Can Learn from B2C Companies About Customer Satisfaction


For Services organizations, capturing crucial Voice of the Customer (VoC) data can be a challenge. They must strike the right balance between avoiding “survey fatigue” and not asking too much of their customers, while at the same time gathering the most detailed information that can be used to improve processes and the customer experience.

B2C 40

Customer Delight: How to Exceed Customer Expectations in SaaS


Investing in customer delight is a great business strategy to: Engage customers until they become loyal promoters. Increase customer lifetime value. But what does it even mean to delight customers? And how is it different from satisfaction? What is customer delight?

Customer Value 101: Definition, Formula, and 10 Strategies To Increase the CV for Your SaaS


What is customer value and how you can use it to improve the actual value you deliver to your customers and establish brand loyalty? So let’s see what you can do to increase your customer value and retain loyal customers. What is customer value in SaaS?

Customer Happiness in SaaS: What is it and How Can You Improve it


Are you measuring customer happiness? In this article, we’ll look at ways you can use user feedback to understand what makes your customers happy or not. We’ll also go over some of the best strategies to boost customer satisfaction and make customers happy.

Building a Culture of Experimentation: Using Continuous Development for Faster & Safer Product Releases

Creating a culture of experimentation has become increasingly important for product teams to test new features in production by releasing in small batches instead of risky big bang releases. This guide will illustrate how to achieve such a culture.

What are Product Experiences? The Essential Guide to Product Experience


It's in the interest of every SaaS team to ensure that any customer using their product experiences as much value as possible. Whether good, bad, or something in between, the sum total of the interactions a customer has with a product can be described as their "product experience."

Guide to Choosing the Best Customer Education Platform for SaaS


When it comes to choosing a customer education platform, there are so many options to pick from. Self-service , intuitive design, and customization used to be key requirements but today most tools have these, so it’s easy to get lost in the ocean of options. More loyal customers.

How to Reduce Screen Complexity and Improve User Experience in SaaS


A bad UI design will kill any chance you have of guiding users to achieve value with your product. So, how can you reduce screen complexity in a way that doesn’t hurt customer success? When users feel like they’ve achieved success, they’re encouraged to keep going.

How to Identify Upsell Opportunities and Drive Account Expansion for SaaS


Do you know that upsell opportunities exist throughout the customer journey and all you have to do is identify and take advantage of them? You’ll learn: Why upselling benefits both you and the customer. The next segment is trial users.

Your #1 KPI as a Product Manager

Speaker: Shardul Mehta, VP of Product Management, American Well

What's the #1 metric you should be tracking as a product manager? If you're unsure, don't worry, you're not alone. To understand your #1 KPI, you need to understand your primary job as a product manager. Join Shardul Mehta, VP of Product Management at American Well, as he explores the true meaning of product management and how to measure whether your product delivers true business value.

Customer Advocacy: How to Turn Loyal Customers Into Advocates and Drive Product Growth


Customer advocacy is a powerful force for driving business growth without breaking the bank. There is nothing more important to a brand than making its customers happy. But what exactly is customer advocacy and how can you use it to your benefit? What is customer advocacy?

How to Launch Automated Surveys in SaaS


How often do you use automated surveys to understand customer sentiment ? An automated survey is a feedback form automatically sent to users when they perform a specific action. With an NPS survey , you can track customer loyalty and pinpoint what’s frustrating your detractors.

Proactive Support in SaaS: How to Offer Next-Level Customer Service


Companies that provide proactive support will have more delighted customers who want to continue doing business with them. Because SaaS customers are savvy. They deal with numerous tools every day, so they subconsciously expect exceptional customer service.

Consistent Experiences Drive Customer Satisfaction and That Drives Customer Retention


Imagine you are driving to work on Monday, following the same route you've driven for the last five years. You see a traffic light change from green to yellow, and for just a split-second, you think about hitting the gas pedal to get through the intersection before the light changes to red. Instead you slow down and stop because you know the light will stay red for two minutes, and that will not disrupt your arrival time

Best Practices for Creating Long-Lasting and Continuous Discovery Habits

Speaker: Teresa Torres, Internationally Acclaimed Author, Speaker, and Coach at

Join internationally acclaimed author, speaker, and coach Teresa Torres as she explores the what, how, and why behind creating continuous discovery habits that give your team a clear benchmark to aspire to.

Customer Onboarding Feedback Survey Template Best Practices and Examples


Using a customer onboarding feedback survey template makes your survey process easier. It takes the guesswork out, granting you access to lists of questions to ask and know your customers more intimately. This data is also useful for removing friction and optimizing the user experience.

Customer Success Metrics in SaaS: The Ultimate Guide For Driving Growth


Are you tracking customer success metrics for your SaaS? Customer success is key to sustaining your company’s revenue by creating customer lifetime value (LTV). Your customer success efforts should align your business objectives to their specific needs.

Value Gap: What Is It and How To Close the Value Gap in SaaS?


The value gap can be one of the main reasons why new users stopped using your product after testing it. By identifying and analyzing it, you can have better insight into which of your features users value the most?. Long time to value: When do customers have that “AHA!”

How to Create a Mind-Blowing “Wow Moment” for Your SaaS Business


If a product drastically exceeds the customer’s expectations that were set by the sales team, it’s likely to inspire high levels of customer loyalty. So it’s in the interests of all SaaS companies to create Wow Moments for their users.

How to Choose the Right Business Intelligence Vendor

How does your current BI vendor stack up against the competition? Who’s the perfect vendor for your business needs? Find out by downloading your complimentary copy today!