HubSpot Surveys: How to Use Them to Improve Customer Experience

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Customer experience (CX) is a buyer's overall impression of their experience with your company.

It is influenced by all the interactions that the customer has with your brand, from interacting with an advertisement and browsing your website to talking with the sales team and purchasing your product or service.

Why is customer experience important for your business?
Delivering a great customer experience is very important for any business. The better your customer experience, the more repeat customers and positive feedback you will receive, while reducing the friction of customer complaints and churn.

The benefits of delivering a great customer experience include:

Increasing customer loyalty
Greater customer satisfaction
Better word of mouth marketing, positive reviews and recommendations
When a customer has a positive interaction with your business, they are more likely to buy from you again and share their experience with others, which helps increase referral business and improve your bottom line.

After all, acquiring a new customer can be five times more expensive than retaining an existing one, so keeping loyal fans happy should be a priority when formulating your business strategy.

Another benefit of offering great CX is that when customers are happy with your service, the volume of inquiries and complaints to your company is reduced. This will free up their time to focus on more priority tasks and make your business processes more efficient.

Obviously, when customer list of telegram users in oman experience is not monitored, this can negatively impact sales and brand reputation. Fortunately, the survey tools offered by HubSpot allow you to gather feedback quickly and easily.

In this post, we'll go over some of the survey features you can start using today to measure and improve your CX.

How is customer experience measured?
From post-sale experience to customer loyalty, there are several ways to measure satisfaction levels using HubSpot's feedback software.

The beauty of these tools is their ability to automate the assessment process, so once up and running, minimal input is required from your team to generate and deliver the surveys.

01. Customer satisfaction survey to improve brand perception
We'll start with the Customer Satisfaction Survey (CSAT), which is designed to collect feedback on any aspect of a customer's experience with your business.

It can be delivered via email, live chat or on the website as a pop-up and is a very easy way to measure experience.

We designed a CX strategy for a long-standing legal services client who needed to better understand their customers’ complaints and how to deal with them in order to reduce the volume of queries to their customer support team.

Using the CSAT tool, you display pop-ups on your website to two types of users: repeat website visitors to measure satisfaction with their online experience, and contacts in the Customer and Evangelist lifecycle stages to gather feedback on their shopping experience.