Customer Experience

How Startups like Airbnb Measure Customer Satisfaction

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“The ability to learn faster from customers is the essential competitive advantage that startups must possess”, wrote Eric Ries in his book The Lean Startup, the unofficial bible of the startup movement. Measuring customer feedback is extremely important to startups, and in this blogpost we will show you how three of them (TransferWise, Uber and Airbnb) do it.

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Use a customer survey to increase customer loyalty

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How good is your company at helping customers solve their problems quickly and easily? That’s, essentially, the question a customer service survey is set to answer. So how do you go about setting up a customer service questionnaire? What are the best practices? Which questions do you need to ask? And, more importantly, how to follow up on the incoming data? The key is to come up with a system that allows you to easily monitor and implement customer feedback into your services. Time to increase customer loyalty. We’ll tell you how to achieve this …
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Measuring customer satisfaction? Ask the right questions!

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If you want to gain an insight into your customer satisfaction level, a survey is what your need. But which questions do you absolutely need to ask in order to effectively measure such a vague concept as customer satisfaction? There are roughly 4 categories of questions that will help you effectively measure customer satisfaction: customer loyalty, overall satisfaction, perceived attribution of quality and intentions to repurchase. Let’s have a closer look at these customer satisfaction survey questions.

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Give real-time feedback to respondents

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The concept of “gamification” and “market research” has been gaining traction for several years. You can use gaming techniques to improve the quality of feedback from online research.

When you create a survey you want respondents to fill in your entire survey and to answer the questions correctly. Research shows that the more you engage with the respondent and the more respondents enjoy the experience, the better the quantity and quality of feedback.

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Manage the follow-up of dissatisfied respondents

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In this day and age of social media, where unhappy customers tell the world about their bad customer experience with a click, it is imperative to quickly and efficiently handle complaints and negative responses from surveys.

When we introduced real-time alerts in 2011, we had no idea how popular it would become. Now, a lot of best practice has surfaced and one of these is how to manage, track and report the follow-up of alerts.

Let’s take a look at a structured follow-up method, using CheckMarket’s platform itself.

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