Satisfaction survey as a prevention tool

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Satisfaction surveys are essential for understanding what customers value and where they are experiencing issues. Conducting regular surveys helps you identify issues before they cause churn, understand customer expectations and adjust your services accordingly. It also shows customers that their opinions are valued, which can increase loyalty.

Currently, the two most commonly used surveys are NPS and CSAT.

Net Promoter Score (NPS)
This is a specific method that asks customers to what extent they would recommend a el salvador phone number library company to a friend or colleague, on a scale of 0 to 10. Respondents are classified as promoters, passives or detractors, depending on their score. NPS is valued for its simplicity and for being a strong indicator of customer loyalty.

Customer Satisfaction Score (CSAT)
This survey asks specific questions about a recent encounter or a specific purchase, typically asking customers to rate their experience on a fixed scale (e.g., 1 to 5 or 1 to 10). CSAT is useful for getting immediate feedback on specific transactions or interactions.