Customer Satisfaction Survey Software: X Reasons Why It Is Important In 2020


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Source: piHappiness

Multiple factors add to the success and downfall of a business. And the most important would be customer satisfaction. A happy customer base is what drives the business, creates a name for your brand, and helps you through passive promotion.

In the present times, i.e. 2020, a loyal customer positive reviews and scores can reflect their expectations being met through your services. Your business can gain exorbitant profits or dip into losses, solely depending on how happy or disappointed your client base is.

And through a customer satisfaction survey app, you can tally service and product quality based on your customer’s feedback. Nowadays, a consumer’s brand experience, service satisfaction, and expectations play vital roles in customer retention.

According to a survey, “54% of customers have higher expectations for customer service today compared to one year ago.

This percentage jumps to 66% for consumers aged from 18 to 34 years old.”

And while in present times, a company’s reputation depends on its social media presence, CSAT Surveys or Client Satisfaction analysis can help you understand the importance of customer satisfaction during 2020.

A Customer Needs to Be Forever

Customer satisfaction is not a one-time work. It should be a long-term bond where you listen to their suggestions or grievances and act accordingly.

A happy customer can support your business and help you climb the financial ladder. And for it, you will also need to cater to their service requirements and provide constant support to their needs.

You can do this by sending in personalized messages, discounted deals, seasonal offers, and more. A happy customer gives back this love through their positive feedback.

However, when you take your customers for granted as they are the reason for your failure. A major slack off from catering to patron’s demands can drop the sales amount.

A happy customer will have lesser requirements to look for a different brand if you work towards maintaining their satisfaction on a positive note through your constant, high-quality services.

Existing Customers are Valuable

While most brands can end up ignoring their once-loyal patrons, you must remember that these are the consumers who held up your business during tough times.

Loyal customers are very valuable to any business, and support your business through and through, based solely on their trust in your brand.

While looking through ratings through a customer satisfaction survey software, you will come across most of your patrons to form the majority of the “promoters” portions.

Promoters are the customers who rate within 9-10 for recommendation services. They have genuine reliance on your brand, helping you retain good business deals.

If you are a start-up launching during the year 2020, it is crucial to provide the best treatment to all customers. With the advent of social media promotions, your business will need a loyal patron base to move forward.

Therefore, you can always go the extra mile to keep the old patrons happy while striving to increase your loyal customer base through equally high-quality consumer services.

An Unsatisfied Customer = Happy Competitors

A rival company thrives on the downfall of your business, as it can bring in more customers to their services.

However, if you retain a happy customer base, there are fewer worries about losing your clients to a competitive rival. Hence you must make sure to keep your customer satisfaction rating positive, as one negative rating can showcase your failure and backlash.

A loyal customer base can also help you fight through rumors or provocations that a rival company might throw at your business. While it can lead to a mixed reception from new clients, the patrons are the ones to convince of your professional services.

Loyal Customers Help with Brand Promotion

Brand promotion through social media has become a rage in 2020. You will find several start-ups and existing brands, relying on social media platforms to engage with clients for sales opportunities.

Other than your digital promotions team, you will find that multiple factors add to the success and downfall of a business. And the most important would be customer satisfaction. A happy customer base is what drives the business, creates a name for your brand, and helps you through passive promotion.

Heed to Your Loyal Consumer Base to Raise Your Company to Success.

An existing happy customer who feels personally connected to your services might share your promotions, new advertisements, and even leave a positive and wholesome comment on the ads. These activities can boost a promotional campaign, pulling in new and intrigued consumers to your website.

You can also utilize these positive comments assessing data on your company’s customer satisfaction ratings.


When you provide proper service, you receive profitable revenues that can help your business thrive. And for this, make sure to utilize the piHappiness customer satisfaction survey software. Through piHappiness, you can gain substantial insight on customer satisfaction and work towards improving your services to retain the patrons.

Vinod Janapala
Vinod Janapala - Product (SaaS) Marketing & Customer Analytics Lead. Vinod is keen on such topics as Marketing, Customer Experience, SaaS Challenges, and Personal Growth.


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