How to Improve Customer Satisfaction Scores: 14 Effective Tactics
Wondering how to improve customer satisfaction scores and foster long-term success for your SaaS business?
Customer satisfaction has become critical for any SaaS business as customers have increasingly competitive options. A good customer satisfaction level ensures great product engagement to retain customers longer.
In this article, we’ll explore 14 proven tactics that can help you enhance your customer satisfaction scores.
TL;DR
- Customer satisfaction is the level of happiness your customers have with your product or service.
- You can use the following 14 effective tactics to improve customer satisfaction scores:
- Offer personalized customer experiences from the onboarding phase by tailoring them to customers’ needs and preferences.
- Use interactive walkthroughs to guide users step-by-step, highlight key tasks, and engage more customers during onboarding.
- Trigger tooltips to provide contextual guidance at relevant moments and prompt customer interaction.
- Use Net Promoter Score (NPS) surveys to identify what retains your loyal customers and capitalize on them.
- Follow up with NPS detractors to address their concerns and solve them to prevent customer churn.
- Send CSAT surveys to measure overall customer satisfaction with your product.
- Assess the Customer Effort Score (CES) to evaluate how much effort your customers put in and identify where you can improve.
- Measure product-market fit to understand if you’ve met your customer expectations.
- Collect real-time customer feedback across the customer to identify pain points.
- Analyze and act on customer survey data to identify patterns and make data-driven strategies.
- Use product analytics to uncover frictions and eliminate them proactively.
- Utilize A/B tests to understand what works better for customers and offer them positive customer experiences.
- Offer self-service options to let customers find solutions easily and remain satisfied.
- Segment your dissatisfied customers and offer them proactive customer service.
- You can use Userpilot to measure and improve customer satisfaction scores by:
- Building and triggering customer satisfaction surveys.
- Analyzing feedback for uncovering actionable insights.
- Segmenting customers to send targeted in-app messages.
- Book a Userpilot demo to see how you can utilize them to enhance customer satisfaction.
What is customer satisfaction?
Customer satisfaction refers to how happy and content your customers feel while using your product or service.
14 Tactics to improve customer satisfaction score and drive customer loyalty
Let’s look at the top effective 14 tactics that’ll help you understand how to improve customer satisfaction scores and increase customer loyalty.
Offer personalized customer experience since onboarding
Personalizing customer experiences from the moment of onboarding shows customers that you genuinely care about them. You should do it by providing relevant experiences catering to your customers’ needs.
An effective way to know about your customers’ needs is welcome surveys. You can ask your new customers about their jobs to be done (JTBDs). After gaining insights into your customers’ goals, you can tailor the customer experience to solve customers’ JTBDs. It will provide the customers with a relevant experience that enables them to accomplish their tasks and, ultimately, satisfy them.
Use interactive walkthroughs to engage customers
Interactive walkthroughs are a powerful strategy to satisfy your customers, particularly during onboarding. They offer a simple, step-by-step approach to help customers learn how to use your product.
You should use the interactive walkthroughs to ensure an interactive learning experience. While doing so, you must also decide on “Aha! moments” and lead your customers to them with interactive walkthroughs. It’s important to use different UI/UX elements like tooltips, pop-ups, in-app guidances, etc., to keep the experience interactive.
As you highlight your key tasks and how to do them easily, you streamline the onboarding experience and prevent any frustration your new customers might have. It ensures that your customers quickly grasp the product’s value and capabilities, ultimately increasing customer satisfaction.
Trigger tooltips to prompt customer interaction
Tooltips are informative and interactive guides that appear at relevant moments within your product’s interface. Using them to give contextual guidance and instructions lets you show users how to use the product.
To implement tooltips, you should consider important touchpoints, like onboarding phases, new feature announcements, or re-engaging at-risk customers. You also need to tailor the tooltips to be clear and provide interactions in a simple manner.
Use NPS surveys to understand what retains loyal customers
NPS surveys measure the likelihood of customers recommending your product to others. However, they offer a more profound benefit by helping you identify the factors contributing to retaining loyal customers.
You should send your NPS surveys at crucial touchpoints, like after user activation or adoption. After collecting the responses, you can easily visualize the data with a dashboard using tools like Userpilot.
Try to find the common trends and patterns among the promoters (respondents who score 9 or 10). It will show your product’s most valuable aspects to your loyal customers. You may then use this insight to further strengthen your product’s best aspects to keep your customers satisfied.
Follow up with NPS detractors to prevent churn
Following up with NPS detractors (respondents scoring 6 or less) helps you proactively address their concerns. As you resolve their issues with your product, it makes them more satisfied with your product and prevents them from churning.
You should use NPS dashboards to get an overview of responders categorized based on their scores and identify detractors. NPS response tags help you identify common customer pain points by grouping feedback from NPS follow-up questions’ responses into theme buckets (tags). Userpilot enables you to analyze NPS responses effortlessly and understand how to eliminate pain points.
Once you identify the at-risk customers, you should reach out to them promptly and acknowledge their feedback. It’s critical that you show genuine concern and reiterate that their satisfaction is your top priority. You’ll then need to take proactive actions to solve the detractors’ issues with your product.
Send CSAT surveys to measure customer satisfaction
Customer satisfaction (CSAT) surveys provide valuable insights into your customers’ satisfaction levels and perceptions of your product.
You can use either general or interaction-based CSAT surveys. General CSAT surveys collect feedback on the overall experience at regular intervals. On the other hand, you need to send interaction-based CSAT surveys after specific touchpoints or interactions. For example, you can send a CSAT survey to a customer after your team resolves their support ticket.
Try to keep the survey questions comprehensive and aligned with your product. You should also check your CSAT score against industry benchmarks to understand your condition better.
Measure customer effort score to identify improvement opportunities
Customer effort score (CES) measures the level of effort customers have to give while interacting with your product. It helps you identify where your customers face challenges or find it difficult to use any feature.
You should design the CES survey with clear and straightforward questions. These questions should capture the essence of the customer effort needed for your product. You also need to send the surveys strategically along the customer journey. For instance, you may send the CES survey to a customer who explored a new feature or completed a self-service task.
Measure product-market fit to understand customer expectations
Product-market fit (PMF) refers to how well a product or service meets the needs and expectations of the customers. It lets you understand how much your product’s offerings align with your customers’ needs.
To create PMF surveys, you can use a template or create them from scratch. They ask the customers how disappointed they would be if they couldn’t use your product anymore.
If you get enough “very disappointed” responses, it means your product has achieved market fit. And if it’s the other way, you then need to address the customer expectations your product couldn’t fulfill.
Collect customer feedback across the entire customer journey
Collecting feedback throughout the customer journey brings in feedback from customers in real time. As a result, you can better understand the customer experiences and quickly identify pain points, if there are any.
Firstly, you’ll need to map the customer journey and decide which touchpoints will bring in the most impactful feedback. It can be during onboarding, after subscriptions to your product, or after customer support interactions.
Then you should build the in-app surveys with a user-friendly and intuitive approach. Besides keeping the surveys concise, you should also use a mixture of open-ended and close-ended questions to collect both qualitative and quantitative feedback. It lets you assess customer satisfaction levels and collect suggestions for improvement to satisfy the customers more.
Analyze and act on customer survey data to improve customer experience
Effectively analyzing and acting on customer survey data enables you to enhance the customer experience and improve customer satisfaction.
After collecting feedback across the customer journey, you need to analyze it properly. You should analyze the survey data to uncover meaningful patterns and trends within customer feedback. It helps you pinpoint areas of friction that require immediate attention.
You should then make informed and data-driven decisions on where your improvement efforts should go. It helps you improve customer satisfaction by eliminating friction points and enhancing the customer experience.
Use product analytics to uncover friction
You should leverage product analytics for a solid customer satisfaction strategy. Its strategic approach lets you proactively identify friction points and eliminate them to optimize your product’s offerings.
You can create funnels and conduct path analysis for a holistic view of customer interaction at each stage. It helps you easily spot potential frictions and drop-offs across the customer journey that hinders customer satisfaction. Then you know where to prioritize your efforts and eliminate the friction points.
A/B test to provide a positive customer experience
You can use the A/B test to clearly understand what works better for your customers and use it to provide a better customer experience.
Firstly, you must set a clear goal – be it a new UI feature or streamlining the subscription payment getaway. Then, you should identify the custom events that represent positive customer experiences.
After setting goals and custom events, roll out an in-app experience to the 50% of the audience you’re testing. The next step is to observe if the new in-app experience helps customers reach the set goal.
If 50% of the tested audience shows a positive impact, you should implement the tested in-app experience for others to improve customer satisfaction. However, if you don’t get the expected result, you can continuously iterate and refine your in-app experiences based on the insights gained from A/B testing.
Offer self-service options to increase satisfied customers
Self-service options like a convenient in-app resource center with relevant resources can significantly reduce customer effort. Customers can then find solutions instantly and won’t have to wait for customer service teams.
You should include different help options and educational formats to cater to customers with different preferences. It can include articles, tutorials, videos, and FAQs to answer common customer queries. Since the customers will have the flexibility to choose, they’ll find superior customer service with the self-service option.
Segment dissatisfied customers and offer proactive customer service
Customer segmentation allows you to separate a customer segment and take targetted strategies for them. Segmenting dissatisfied customers and offering them proactive and excellent customer service helps reduce their frustration.
You can analyze customer feedback data to identify which customers experience challenges and express dissatisfaction with your product. After that, you should segment them as dissatisfied users and take measures like providing further guidance, personally reaching out to them, etc. With this great customer service, you can turn these dissatisfied customers’ negative experiences into positive experiences.
How to measure and increase customer satisfaction score using Userpilot?
Userpilot is a user onboarding and product adoption software that helps you measure and increase customer satisfaction. Let’s see how you can use it to do that.
Build and trigger customer satisfaction surveys across customer touchpoints
With its comprehensive features, Userpilot lets you build and trigger customer satisfaction surveys across various touchpoints. It eases the process by providing a collection of survey templates. You will also have the flexibility to start from scratch and customize the surveys with its no-code solution to align with your requirements.
Userpilot offers advanced configuration options to fine-tune survey triggering conditions. It goes beyond the basics with features like translation, localization, theme customization, etc.
Analyze feedback and other customer data for actionable insights
Userpilot’s analytical capabilities enable you to analyze survey responses both on segment-specific and individual levels.
It lets you segment user data based on various criteria, such as user attributes, behaviors, or demographics, and then analyze survey responses of that segment. Therefore, you can uncover trends and patterns specific to different customer segments.
You can also use it to delve deeper into individual users to gain actionable insights. It helps you identify dissatisfied customers and take informed action to improve their satisfaction.
Segment customers to send targeted in-app messages
Userpilot offers robust segmentation features to engage customers in a personalized and relevant manner. It lets you segment based on different attributes like user ID, company role, content engagement, NPS score, features, events, etc.
After segmenting your customers, you can trigger in-app guidances, feature announcements, and other interactive in-app messages specific to each segment. These targeted in-app messages help you offer customers personalized experiences to satisfy and retain them for longer.
Conclusion
It is crucial that you know how to improve customer satisfaction scores if you want to increase your customer lifetime value and make your business prosper. We hope the mentioned tactics will help you effectively enhance customer satisfaction.
Want to get started with how to improve customer satisfaction scores? Get a Userpilot Demo and see how you can do that firsthand.
