Do you want to measure and improve customer satisfaction? In this guide, you’ll learn how to set up an effective customer satisfaction survey (KTO) with CYS in just four simple steps. Discover how to collect and use valuable feedback to structurally increase customer satisfaction.
Why a customer satisfaction survey?
A customer satisfaction survey provides insight into how well your organization meets customer expectations. This is crucial for customer-oriented companies. Satisfied customers remain loyal, recommend you and generate more sales. The purpose of a KTO is to identify areas for improvement in processes and take targeted action.
Step 1: Create a short questionnaire
The most commonly used method for a customer satisfaction survey is the Customer Satisfaction Score (CSAT). Customers are asked to give a score on a scale of 1 to 10. At CYS we use a short, clear questionnaire, supplemented with the unique Root Cause Methodology. This allows you to report on as many as 64 categories without burdening customers with long questionnaires.
Sample questions for your KTO
- How satisfied are you with our product/service? (Scale 1–10)
- Can you explain why you are (dis)satisfied?
- Which factor was decisive for your experience? (Root Cause)
- To what extent are you satisfied with specific aspects? (Statements on a five-point scale, for example service, price or quality.)
Step 2: Adapt the questionnaire to your organization
With the CYS software you can easily personalize a standard customer satisfaction questionnaire. Add your own questions or statements, use multiple languages and adapt the design to your corporate identity. This increases recognisability and ease of use.
Step 3: Conduct the research
Collecting responses is easy with CYS. Choose a channel that suits your target group, such as:
- Personal emails
- QR codes in stores or events
- Links on social media or your website
With the flexibility of CYS you can collect data via multiple channels and merge them into one clear report.
Step 4: Use feedback to improve
The power of a good KTO lies in what you do with the results. Don’t just use the numbers, but also the feedback and customer stories to take action. CYS offers tools such as triggers and real-time dashboards to share insights quickly and specifically within your organization.
Tips for effective improvement
- Ask few, but relevant questions: Keep the survey short and targeted.
- Share insights internally: Use customer stories to motivate employees.
- Link feedback to CRM: For targeted insights per department or location.
- Visualize results: Use infographics and dashboards instead of bulky reports.
Conclusion
With CYS you can set up a professional customer satisfaction survey in 4 simple steps. From short, effective questionnaires to real-time reports, you have everything you need to measure and improve customer satisfaction. The difference is in how you use the feedback to make customers permanently satisfied.
