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A loyal customer base requires happy customers. Earn their smiles with one-click surveys and a real-time feedback strategy.

Most Managed Service Providers (MSPs) recognize that customer happiness is paramount to their success. It reduces churn, drives growth, and increases the likelihood of long-term client relationships. Unfortunately, MSPs often have difficulty measuring customer satisfaction.

Customer expectations have changed a lot in the last few years alone. For instance, real-time feedback is now a reality, and customers expect it. They also expect simpler, faster surveys. 

More efficient methods for collecting feedback, monitoring KPIs, and acting on customer expectations are a must to keep pace. Incorporating a Customer Satisfaction Score (CSAT) into your process is critical for reducing churn, driving growth, and maintaining long-term client relationships. Find out how to streamline your CSAT process.

The power of one-click surveys

While some people may balk at surveys, they’re still one of the most widely used tools for gaining customer feedback. They help you gather the feedback you need to eliminate customer churn – through understanding customer satisfaction and monitoring your effectiveness. 

But as consumer attention spans continue to decrease, it’s more important than ever to keep things brief. SurveyMonkey data shows that there’s a sharp drop-off in respondents with each additional question you ask after a customer has started the survey.

You want the simplest method possible to collect feedback – like Crewhu’s new one-click NPS/CSAT surveys. This easy feedback tool helps you create a frictionless experience for customers and drastically increase response rates. You still get meaningful data while minimizing the effort required from your customer base. They only have to click once to provide their feedback.

Best practices for measuring and tracking CSAT in 2024

The key to maximizing the value of your surveys is to design them in a way to get the highest response rate possible. Remember: they’re of no value if your customers don’t participate.

So, let’s look at important factors to consider when creating a survey for your customers:

• Keep it short and simple: The shorter the survey and the easier it is to complete, the higher your chances are of getting a response.
• Ask targeted questions: Make sure your questions are direct and focused on the customer experience. Generalities are not very useful, because they don’t allow you to identify key issues.
• Ask about renewal intention: Whether or not your customer intends to renew their contract with you is a good way to gauge how satisfied and happy they are with your services.
• Get the timing right: Send out surveys immediately after interactions, so customers’ memories are fresh.
• Implement surveys into your service process: Tell customers up front that you’ll be sending them a customer service survey because you value their input, and use it to improve your services.
• Survey on a regular basis: Whether you do it on a quarterly basis or another time schedule, get customer feedback regularly so you can address any issues before they cause churn.
• Don’t overdo it: Of course, it’s important not to make surveys something your customers dread, so don’t overwhelm them with requests.

Check out Crewhu’s essential resource, 7 Elements of a Successful CSAT Program, to learn how to leverage CSAT at your MSP. You can also head to the Crewhu blog for expert insights on customer feedback and developing a winning system.

How to gather actionable feedback

You can’t improve what you don’t measure. That’s why you need to be intentional with your feedback strategies. Here are a few ways to be proactive and develop actionable feedback processes:

• Track the right KPIs: Use Crewhu’s dashboard and analytics tools to keep a close eye on KPIs like CSAT, Net Promotor Score (NPS), retention rate, churn, and more.
• Use automation: Set up automated tracking and reporting so you know feedback is being actively reviewed and used to improve service delivery.
• Integrate real-time tools: Create real-time feedback loops between customer satisfaction data and employee performance evaluations. This way, nothing is lost, and you can connect customer feedback to employees and departments.

Crewhu helps you accomplish each of these strategies. Tie your CSAT results directly into your employee recognition and engagement strategies for peak awareness and effectiveness.

Boost customer and employee satisfaction with your CSAT system 

As the face of your organization, your crew is on the front lines of customer engagement. They can be the difference between happy customers who renew their service contracts and those who churn. It makes sense to get these folks involved in the feedback collection process to ensure that customer service protocols are not only met but continually exceeded.

Set up a system so that CSAT is closely tied to both customer success and employee engagement. Implement an incentive program that sets goals, offers rewards, and measures performance, all while keeping tabs on which customer interactions are aligned to incoming customer feedback. This helps you ensure that every customer is getting the best possible experience when they interact with your MSP.

Using an employee engagement tool like Crewhu helps you engage your employees, ensuring they’re happier and more productive. Happier, more efficient employees improve the customer experience and boost customer satisfaction. 

Crewhu’s tools for setting goals and peer recognition integrate seamlessly with customer satisfaction data. You can create a more engaged, productive workforce with these tools that leads to stronger customer relationships.

Take a look at Crewhu’s suite of tools to combine CSAT tracking with employee rewards.

Reduce churn and increase engagement with Crewhu

Measuring and tracking CSAT is key to reducing churn, increasing loyalty, and growing your business. Adopt Crewhu’s advanced feedback and engagement tools to drive both customer and employee satisfaction. 

Crewhu’s one-click NPS/CSAT feature simplifies your feedback process and ensures you’ll have more customer participation. Real-time feedback tools like Crewhu’s platform make it much easier to connect CSAT data to employee recognition systems.

Get started with Crewhu by booking a demo of the platform. Don’t forget to check out our CSAT ebook for a deeper dive into feedback best practices.