How do you measure customer satisfaction on your product?

For me, the real test of customer satisfaction goes beyond using the feedback tools. It is the moment when your customer takes out her wallet and handovers the cash to you with smile on her face. It is when your customer shows the gratitude about how your product help them. It is going beyond your call of duty to help your customer achieve their goals with ease.

We communicate via email to confirm whether the customer is satisfied with our service

Live chat or phone call

Using a feedback tool helps a lot. I'm making a new feedback tool https://iconvey.io to help websites collect feature requests direct from the app. https://www.producthunt.com/upco... It will help improve user engagement, as users won't require leaving the site.

I guess there are number of tools mentioned by some experts here but I would keep a simple eye catch on churn rate of your product

As an early stage company, we chat with a lot of our customers directly - whether like the product or not. We record all these insights and compare to business goals to come up with a satisfaction score!

I believe audience segmentation is crucial to gauge if every customer type is happy or not and make the decisions accordingly. We target three interactions on our website to collect CSAT and NPS scores - checkout page (right after they complete the purchase), exiting visitors, and monthly mail surveys. These cover almost all the visitor types. We use Qualaroo for CSAT and NPS surveys. It offers unlimited survey responses. Targeting options works fantastically based on location, customer type, exit-intent, new or repeat visitors, etc. It also auto-sorts the NPS responses into detractors vs. promoters percentages for quick analysis. Plus, it supports an AI-sentiment analysis engine to categorize the free-text responses into user moods and highlights keyphrases in the answers.