The Best Customer Satisfaction Survey for Your Online Store

Customer satisfaction is one of the most important pillars of digital marketing. It's the feedback every business needs, but especially ecommerce stores and product or service shops whose only link with the end customer is the online channel.

Earning satisfied customers isn't easy. You have to work on many aspects of your business, but you know the reward is more than worth it. A customer who is happy with the service and treatment they received is not just a customer who comes back, but also one who becomes a firm advocate for your business, recommending you to everyone in their network who might one day need your services. That's why managing customer satisfaction effectively is essential for any company.

Online reviews are a powerful tool for measuring how satisfied your customers are, for several reasons. Thanks to reviews, customers can assess and share their opinion both on general aspects of the store, such as customer service or the service provided, and on more specific questions about the products they have bought.

1. Strengthen what you do well and improve your weak points

If your online store has an online review system like Revi, you have a powerful catalyst for capturing your customers' shopping experiences. And because it works fully automatically, it's convenient and simple, and it saves you time so you can focus on other tasks.

With Revi, a few days after a purchase, a customer satisfaction survey is sent so the shopper can rate and comment on the store and the products they bought. This way, you can draw your own conclusions about a product's features and how well it's received, or about the performance of your shipping carrier.

For your peace of mind, around 90% of the reviews submitted are positive, but if you do receive a negative one, don't be discouraged. Make the most of it: these are the reviews that will help your business grow the most, because they let you fine-tune things you may not have noticed. On top of that, with Revi you have the option, once the issue is resolved, to send the user another email or satisfaction survey so they can rate the service again. That way everyone wins. Your business gets stronger and your customers feel that their voice counts. Nothing but better things can come from that partnership.

2. Achieve a higher conversion rate

Satisfaction surveys help not only you and your business, but also the many people online who may land on your site and ultimately decide to stay once they see other shoppers' reviews published.

Online shoppers rely heavily on online reviews because they reinforce their purchase decision. Reviews cover gaps that exist online, where products can't be touched or experienced physically. Keep in mind that the closest access to a product's features online is generally the photographs and the product description. Add real customer reviews to that and the added value is huge.

The more reviews you collect, the more potential customers you'll attract. In fact, ecommerce stores that have an online review system and send their customers a satisfaction survey by email can significantly increase their sales conversion.

3. Encourage your customers to share their experiences

For a satisfaction survey to get a high response rate, it has to be simple and as direct and short as possible. For example, if customers receive a satisfaction survey with 50 questions, they'll usually end up setting that email aside or, at best, putting off their reply.

With the satisfaction survey that reaches customers in the Revi email, you can choose which questions the customer rates. Broadly speaking: "Shipping", "Customer Service", "Product". The user can rate each parameter from 0 to 5 stars, and can also share what they think about each one.

What's more, customers can answer the questions directly from the email Revi sends them. That, together with the low number of questions they have to answer, makes the process far more convenient and natural. The customer can answer that satisfaction survey anytime, anywhere, and their reviews update automatically on your website.

Another bonus Revi offers for those who want to boost the response rate of their satisfaction surveys or review request emails is the option to thank your customers for their help with a discount coupon. This is another incentive that always works, and it encourages a fair exchange between both sides. The store gets its customer's powerful review, and the customer gets a discount that lowers the cost of their next order. This, in turn, comes back to benefit the business, since it can be read as an indirect invitation to buy from the site again.