4 Types of Customer Satisfaction Surveys [With Examples]

By BCB Staff Writer

1. Transactional Satisfaction Surveys:

These surveys are conducted immediately after a specific transaction or interaction with a customer. They aim to gather feedback on the customer’s experience during that specific interaction. For example, a retail store may send a survey to customers who made a purchase in-store, asking about their satisfaction with the product selection, staff helpfulness, and overall shopping experience.

2. Relationship Satisfaction Surveys:

These surveys measure the overall satisfaction of customers with a company or brand over a longer period of time. They focus on building relationships and gathering feedback on various aspects of the customer experience, such as customer service, product quality, and brand loyalty. For example, a bank may send an annual survey to its customers to assess their satisfaction with the bank’s services, online banking features, and account management.

3. Product Satisfaction Surveys:

These surveys specifically target customers’ satisfaction with a particular product or service. They aim to gather insights on the product’s features, performance, usability, and overall customer experience. For example, a software company may send a survey to its users to gather feedback on the functionality, ease of use, and customer support of their software product.

4. Net Promoter Score (NPS) Surveys:

NPS surveys aim to measure customer loyalty and the likelihood of customers recommending a company or its products/services to others. They usually consist of a single question asking customers to rate their likelihood of recommending on a scale from 0 to 10. For example, an e-commerce company may send a survey asking customers to rate their likelihood of recommending the company’s website to others, and provide an opportunity for customers to provide additional comments on their experience.

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