Episode 233 – Measuring Customer Satisfaction on Social Channels

Socially Supportive: Customer Care the Social Way

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

Brought to you by:

• The Social Pack: Get on the inside to stay on the topside. Join today!
• ParknFly: Save 10% off Posted Rate Reserve Now
• bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting service by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days of signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services.
• Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
• GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
• CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
• OneTravel: Search and compare flights from over 450 airlines.

The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

• Catch me on Twitter! @FSaucier

• New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“A satisfied customer is one who will continue to buy from you, seldom shop around, refer other customers and in general be a superstar advocate for your business.” – Gregory Ciotti

Book of the day: Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers – John A. Larson and Bennett E. McClellan

Measuring Customer Satisfaction on Social Channels

• Why do we measure CSAT?
• How do we do that?
  • Surveys
  
  
• How do we send these surveys?
  • Manually
    • Typeform
    • Survey Monkey
    • Google Forms
    
    
  • Automatically through Fancy tool
    • Twitter Customer Cards
    • Customer Messenger Chat
    
    
  
  
• What should we ask?
  • Questions similar to those being asked by other departments via other methods (for comparison sake)
  • NPS Question
    • How likely are you to recommend our company to others? (Scale of 0 to 10, 0=Not at all likely)
    
    
  • Satisfaction questions
    • Brand
      • How satisfied are you with our brand?
        • Very
        • Pretty Good
        • It’s fine
        • You could do better
        • So disappointed
        
        
      
      
    • Experience
      • Overall, how was your experience with us today?
        • Awesome
        • Pretty Good
        • Fine
        • Ok
        • Awful
        
        
      • Did we solve your issue the first time?
        • Yes
        • No
        
        
      • Did it take us more or less time than you thought it should have?
        • Much faster
        • Pretty fast
        • Fine
        • Kinda slow
        • So long
        
        
      • Did we understand what you were telling us?
        • Yes
        • No
        
        
      
      
    
    
  
  
• What do we do with the information?
  • Collect it
  • Analyze it
  • Report on it
  • Make changes with it
  
  
• What would you change?
  • Strategy
  • Policy
  • Training Material
  • Agent Behaviors
  
  

Brought to you by:

• The Social Pack: Get on the inside to stay on the topside. Join today!
• ParknFly: Save 10% off Posted Rate Reserve Now
• bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
• Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
• GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
• CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
• OneTravel: Search and compare flights from over 450 airlines.

Jobs

• Have a job opening? Email [e-mail] and I’ll post it to the site.
• Looking for a spot? Email [e-mail] and I’ll share your resume (privately) with potential employers.

Who’s Doing it Well?

• Is your team doing great work? email [e-mail] and I’ll post it on the site; maybe discuss it on the show.
• Someone else’s team knocking it out of the park? Want their leader on the show? Email [e-mail] and I’ll ring them up!