Because?
The numbers are clear: 59% of customers abandon a brand after negative experiences.
In other words, more than half of your potential customers list of paraguay whatsapp phone numbers you without giving any explanation.
Unlike face-to-face contact, where you can directly observe and interact with your customers, we often don't have that opportunity for direct feedback.
This is where satisfaction surveys become crucial to understand:
The real satisfaction of your customers
The factors that influence their loyalty
The reasons behind his behavior
In this article, you will discover the most effective questions to identify areas for improvement and strengthen your relationship with your customers .
What is a satisfaction survey?
A satisfaction survey is your radar for detecting your customers' needs and expectations . It is the tool that allows you to actively listen to those who keep your business alive, identifying both successes and areas for improvement.
Why is it so important?
The reality is that 9 out of 10 unhappy customers will never tell you directly that something is wrong – they will simply stop buying from you and share their bad experience with others.
Surveys break this barrier of silence, giving you the opportunity to improve before you lose customers.
The most valuable thing is that it allows you to make decisions based on real data , not assumptions. Each response helps you better understand how customers perceive your business, what they value most, and what needs improvement. It's like having a direct conversation with each customer about their experience.
Through these surveys you can find out:
If your services meet expectations
What aspects generate greater satisfaction
Where are the weak points that need attention?
Recommendation likelihood , a key indicator of your brand's health
Questions act as windows into different aspects of the experience, from overall satisfaction to the more specific details that can make the difference between losing or retaining a customer.
Modern channels for your surveys
Technology offers us multiple ways to connect with our customers. Here are the most effective channels:
QR codes : Perfect for capturing feedback in the moment. Imagine having them on your packaging, points of sale or printed material – the customer just needs to scan and that’s it.
WhatsApp : The familiarity of this app makes it an ideal channel. Customers can respond conveniently from a platform they already know and use daily.
Web widgets : Integrated directly into your website, they allow you to obtain feedback without interrupting the user experience.
Custom Links : The versatility of sharing them on social media, emails or direct messages makes them extremely useful for reaching different audiences.
SMS : The advantage of SMS is its high opening rate and that it does not require the Internet, reaching virtually any customer with a mobile phone.
Mobile Apps : Modals or pop-ups integrated into your app allow you to capture feedback at the precise moment of the user experience.
Personalized Email : Ideal for longer surveys or when you're looking for thoughtful responses from your audience.
Today, platforms like QServus offer a comprehensive solution that allows you to manage all of these channels from a single place. This omnichannel capability not only makes it easy to send surveys across multiple channels, but it also centralizes all the information received.
The big advantage is that you can see the results in real time, allowing you to make immediate decisions based on your customers' feedback. You no longer need to wait days or weeks to analyze the data: each response is instantly integrated into your dashboards and reports.
Additionally, these platforms allow you to personalize communication based on the channel and the customer, significantly increasing response rates and the quality of feedback received.
