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Glossary of Marketing Terms

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What is a customer product survey?

A customer product survey is a tool used by businesses to gather feedback and insights from customers about their products.

How to measure a customer product survey?  

To measure a customer product survey effectively, it's important to consider various aspects of customer satisfaction and feedback. Here are some key points to keep in mind:

1. Customer satisfaction measurement:

Customer satisfaction measures whether a product, service, and overall experience exceed the customer's expectations or fall short. It is crucial to monitor and measure important customer satisfaction Key Performance Indicators (KPIs) and eliminate service-related pain points  

2. Customer survey tools:

Utilizing customer survey tools are of the most effective means of collecting customer satisfaction data. These tools make it easier to understand where a business can make improvements and gather actionable insights  

3. Product survey questions:

Product surveys can be conducted before the development of the product, before product launch, and after product launches. They provide measurements to determine the projected success of a product and can also influence new product development  

4. Customer satisfaction rating:

Customer satisfaction rating, or customer satisfaction score (CSAT), is a commonly used measurement for customer satisfaction. It measures on average how satisfied or unsatisfied customers are with a product, services, or customer success program. This score can be calculated by adding up the sum of all scores and dividing the sum by the number of respondents  

5. Net promoter score (NPS):

The Net Promoter Score (NPS) measures customers' willingness to recommend a brand and its products to others. It consists of a single question: "How likely are you to recommend our company to your friends or colleagues?" Surveys are the most common method to measure customer experience  

6. Customer effort score (CES):

CES is a single-item experience metric that measures how much effort a customer has to exert to get an issue resolved, a request fulfilled, a product purchased/returned, or a question answered. The idea is that the customer will be more loyal to brands that are easier to do business with  

7. Integration and analysis:

Using platforms like Qualtrics XM allows businesses to listen 24/7, schedule surveys, automate tickets, send actionable insights, and integrate findings with other elements of customer experience data for continuous improvement

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What are the benefits of customer product surveys?  

The benefits of customer product survey are

Gain valuable feedback: Customer feedback surveys help gather valuable insights about how customers perceive products and services, exposing issues that might not be known otherwise.

Determine areas of improvement: The outcome from customer satisfaction surveys helps identify which aspects of products and services need improvement, ensuring that businesses can address these areas to enhance overall customer satisfaction.

Understand customers: Surveys provide valuable insights into customer needs and preferences, helping businesses determine what customers want and need, rather than relying on intuition.

Increased retention: Addressing issues identified in product satisfaction surveys can help businesses increase retention rates and customer interaction by keeping customers happy and loyal.

Competitive advantage: Conducting surveys helps businesses stay ahead by knowing what customers want and like, allowing them to adapt to market changes and outperform competitors.

Data-driven decision making: Surveys provide valuable data that can inform strategic decision-making, helping businesses identify trends, understand customer preferences, and make informed decisions about product development and marketing strategies.

Improved brand reputation: When customers see a company asking for feedback and making improvements, it enhances the brand reputation, leading to increased customer loyalty and new customer acquisition.

Cost-effective: Online surveys are inexpensive to implement, making them a practical and cost-effective way to gather valuable customer feedback.

Fast results: Surveys can provide fast results, allowing businesses to determine customer wishes, satisfaction, and pain points within a short period.

Easy implementation: Online tools make it easy for businesses to implement surveys, even for those without extensive survey experience

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