Getting customers who are merely satisfied is not enough - businesses should aim to make customers truly happy. Happy customers are more likely to share positive experiences and refer others, helping the business grow organically. To ensure customer happiness, businesses should design consumer surveys carefully with open-ended questions to understand customer opinions fully and identify areas for improvement. Acting on survey feedback quickly by addressing issues raised and implementing solutions suggested by customers can help build loyalty and increase sales over the long run.

1. Get happy
customers, not
satisfied customers
Check it out these tips to implement a consumer-happiness survey culture.

2. Achieving satisfaction should not be a standard when you are
looking to improve your product. The key is making your
customers happy, if they are, they will share their experience
with other people, who might become your next customers. It’s
in this way your business can grow organically, get brand
awareness, and increase your sales.

3. Usually, people say that a bad experience is more
transcendent than a good one. According to Zendesk,
the platform that helps you manage your customer
services, 95% of customers are more likely to share
bad experiences, versus 85% of those who had good
ones.

4. Your customers will fall in love with your brand, if
you give them the best moments when interacting
with your brand or product.
Here there are some aspects that you should bear
in mind to make your customers happy:

5. HAPPY CUSTOMERS ARE BETTER FOR A
LONG-TERM RELATIONSHIP
There is a huge difference between a satisfied customer and a
happy customer. If your customers are satisfied with your product,
they will think that the product “Is just ok, not that good, not that
bad”. In the process, they will find a better product or a substitute
very easily, because they don’t have feelings for you.
On the other hand, when a customer is happy (and not just
satisfied), you are probably doing something good. That’s the first
signal that you’re building a relationship with them.

6. CUSTOMER SATISFACTION SURVEYS:
WHAT CAN YOU MEASURE WITH THEM?
Many companies use surveys with the purpose of getting
information that allows them to grade their customers’
satisfaction. However, surveys are more than just
assigning a value to your customer satisfaction scale.

7. Surely, you have received some sort of a customer
satisfaction survey from any business. In most cases, the
question structure is not posed properly. That means the
survey has a rigid structure with closed questions and
answers. These are not compatible with your opinion
because you don’t have an opportunity to express yourself.
As a user, this experience is very frustrating because you
want to give feedback (good or bad), but you can’t do it
because the survey is poorly designed.

8. We advise to make a balanced survey, you should include
different types of questions (multiple choice, likert scale, net
promoter score, open text questions, and more). You can
use these types of questions to measure different variables.
Also we recommend to use open ended questions to get the
perfect ideas to make your customers happy. Why? Easy,
because this is a way that you can know the real opinion of
your customers in their own words. With this type of
question, you can ask feedback, and responses will help
you in multiple ways.

9. ANALYZE INFORMATION AND ACT NOW,
BECAUSE CUSTOMERS ARE NOT FOREVER
Once the first survey results come in, you must act
immediately to impact your ROI. It is incredible that
the first thing that companies do when they receive
customer information is save it! This is a serious
mistake.

10. A business who listens to their customers can take actions to
implement great strategies and create customer loyalty to
increase its sales.
The next step would be analyze the information and
implement actions to correct mistakes. Review the worst
rated aspects and present strategies to improve those
points. Look at your customers’ suggestions and you’ll find
some incredible solutions.

11. To start getting feedback from your customers, follow these five steps
to create your first customer-happiness survey for your business:
1. Involve all the areas of your organization to
identify and define the aspects that you want to
measure. The best way to do it is with questions
like: What is the most important thing that my
customer needs from my product?

12. 2. Make a draft with at least 5 different aspects that
you want to cover. Validate these assumptions by
asking your most frequent customers or users. You’ll
recognize them because they use your product or
service a lot.
3. If a few of your customers validate your ideas, start
designing your surveys with no more than 15
questions using multiple types of questions. Don’t
forget to include an open-text question.

13. 4. Ask your customers. The best idea is to use a
survey solution to cover multiple channels. By email,
social media or asking directly to your customers face-
to-face are great ideas to start.
5. You’re getting your first results, congratulations!
Now start evaluating them to see if you can validate
your core assumptions. If you can’t do it, you
probably need to redefine the things that you want to
cover or ask in a different way. Go back to number
2, and start again.

14. If you have more doubts about creating your first survey,
check it out Survmetrics blog, that will help you start
building your first survey.
Read the full blog post by clicking here

15. At Survmetrics, we provide both sides — great
features to customize your surveys and better
designs to get better results. Try it now and get
your survey responses for free.
TRY IT NOW!

16. www.survmetrics.com