Customer Satisfaction Survey Definition

What is a customer satisfaction survey?

A customer satisfaction survey is, quite simply, a survey that you provide to customers to see how satisfied – often the word used is “delighted” – they were with your products and services. The survey can take different forms, i.e. it’s scored 1-5 or 1-10 or is simple “Yes/no” questions, like “Would you buy this service again?” The idea of a customer satisfaction survey is to see where you stand with your customers and estimate return business versus existing business. It’s much easier to retain a customer than to acquire a new customer, so if you can use customer satisfaction surveys as a hallmark of understanding how effective your products/services – and thus your retention strategy – are, you are ahead of the game.