{"id":27988,"date":"2019-08-30T07:11:40","date_gmt":"2019-08-30T11:11:40","guid":{"rendered":"https:\/\/outgrow.co\/blog\/?p=27988"},"modified":"2024-07-31T00:49:06","modified_gmt":"2024-07-31T04:49:06","slug":"7-surprising-insights-from-customer-satisfaction-surveys","status":"publish","type":"post","link":"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys","title":{"rendered":"7 Surprising Insights From Customer Satisfaction Surveys"},"content":{"rendered":"<h1><span class=\"ez-toc-section\" id=\"7_Surprising_Insights_From_Customer_Satisfaction_Surveys\"><\/span><strong>7 Surprising Insights From Customer Satisfaction Surveys<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h1><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_62 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<p class=\"ez-toc-title\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-69e75436c14af\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-69e75436c14af\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-1'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#7_Surprising_Insights_From_Customer_Satisfaction_Surveys\" title=\"7 Surprising Insights From Customer Satisfaction Surveys\">7 Surprising Insights From Customer Satisfaction Surveys<\/a><ul class='ez-toc-list-level-2' ><li class='ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#1_Your_most_engaged_users\" title=\"1. Your most engaged users\">1. Your most engaged users<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#2_Customer_expectations\" title=\"2. Customer expectations\">2. Customer expectations<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#3_Target_market\" title=\"3. Target market\">3. Target market<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#4_ROI_of_customer_service\" title=\"4. ROI of customer service\">4. ROI of customer service<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#5_Thorny_product_areas\" title=\"5. Thorny product areas\u00a0\">5. Thorny product areas\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#6_Potential_churn_risks\" title=\"6. Potential churn risks\">6. Potential churn risks<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#7_Employee_Performance_management\" title=\"7. Employee Performance management\u00a0\">7. Employee Performance management\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#Interactive_Content_Surveys_Can_Increase_Response_Rates\" title=\"Interactive Content Surveys Can Increase Response Rates\">Interactive Content Surveys Can Increase Response Rates<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#Dig_deeper_into_Customer_Satisfaction\" title=\"Dig deeper into Customer Satisfaction\">Dig deeper into Customer Satisfaction<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/outgrow.co\/blog\/insights-from-customer-surveys\/#About_The_Author\" title=\"About The Author\">About The Author<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n\n<p><span style=\"font-weight: 400; font-size: 14pt;\">You already know that making your <a href=\"https:\/\/outgrow.co\/blog\/create-feedback-survey-on-outgrow\">customer surveys more engaging and interactive<\/a> means you\u2019ll get better responses. But how thoroughly are you digging into those responses? While a customer satisfaction score is a nice number to be aware of, but the insights from customer surveys might be, <em>for the lack of a better word<\/em>, enlightening.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Listening to your customers\u2019 feedback is important to the success of your business. Customers take the time to provide their opinions because they hope you\u2019ll listen to them. In fact, <a href=\"https:\/\/surveyanyplace.com\/why-you-should-use-surveys-in-your-social-media-marketing-strategy\/\" rel=\"nofollow\">87 percent<\/a> of survey-takers want to have a say in a company\u2019s future products and services. Taking action on the insights that come from customer satisfaction surveys will ensure you\u2019re dedicating time and energy to the right things.<\/span><\/p>\n<p><img decoding=\"async\" class=\" wp-image-53261 aligncenter\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/2-1-1-1024x655.gif\" alt=\"customers\u2019 feedback\" width=\"895\" height=\"572\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/2-1-1-1024x655.gif 1024w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/2-1-1-300x192.gif 300w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/2-1-1-768x491.gif 768w\" sizes=\"(max-width: 895px) 100vw, 895px\" \/><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">But to take action, you need more information than just the overall customer satisfaction score. You need to understand the WHY behind each response. Here are a few surprising ways to analyze your customer satisfaction data:<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"1_Your_most_engaged_users\"><\/span><strong>1. Your most engaged users<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Even the New York Times has <a href=\"https:\/\/www.nytimes.com\/2012\/03\/17\/business\/onslaught-of-surveys-is-fraying-customer-patience.html\" rel=\"nofollow\">reported on the increasing onslaught of surveys<\/a>. One company sends out 60 million surveys each year, another company sends out 15 million. Survey Monkey says 20 million questions are answered each day on their platform. If your customers are responding to your surveys, it means you are one in a million.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">A response to a survey (even if it\u2019s negative) is a clear sign of customer engagement. For a customer to take the time to respond to your survey shows that they care about your product enough to provide feedback. Identifying these customers that frequently respond to CSAT (Customer Satisfaction) surveys means you can reach out to them for marketing activities like beta programs or asking for referrals and reviews.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"2_Customer_expectations\"><\/span><strong>2. Customer expectations<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Understanding what your customers expect from you can feel like a constant guessing game. For example, how fast do your customers expect you to respond? While most advice around providing a great experience stresses the importance of responding \u201cquickly\u201d &#8211; what do your customers consider a quick response? This value will change depending on your industry and your target market.<\/span><\/p>\n<p>Moreover, implementing <a href=\"https:\/\/www.freshworks.com\/issue-tracking\/software\/\" target=\"_blank\" rel=\"noopener\">bug tracking software<\/a> plays a crucial role in aligning customer success with customer expectations by providing real-time insights into issues and resolutions, ensuring that responses meet or exceed the speed and efficacy thresholds defined by the specific needs and preferences of each customer segment within your target market. <span style=\"font-weight: 400;\">Establishing clear <a href=\"https:\/\/textexpander.com\/blog\/customer-service-goals\">customer service goals<\/a> can help your team stay focused on delivering timely, effective support that meets these evolving expectations.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Secondly, do your customers prefer to chat or email your customer service department? Your customers will tell you based on the <a href=\"https:\/\/chatra.io\/books\/ultimate-guide-to-customer-service-channels\/\">average customer satisfaction score of each customer service channel.\u00a0<\/a><\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-27994\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-0.jpg\" alt=\"7 Surprising Insights From Customer Satisfaction Surveys\" width=\"886\" height=\"592\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-0.jpg 886w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-0-300x200.jpg 300w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-0-768x513.jpg 768w\" sizes=\"(max-width: 886px) 100vw, 886px\" \/><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">To uncover these insights, segment your customer satisfaction scores by specific metrics. Compare the speed of service to the customer satisfaction score. Does your customers&#8217; happiness drop off after a certain wait time? Comparing CSAT scores to service metrics can help show what customers are satisfied with.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"3_Target_market\"><\/span><strong>3. Target market<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Your product likely isn\u2019t perfect for everyone. But how do you know which type of customers are finding success with your company? Whether it\u2019s younger customers, a specific industry or a specific region, understanding who your target market is can help you market more effectively.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">There are obviously tons of different data points you can use to uncover your ideal customers. But CSAT can be a leading indicator, often visible before customers show their dissatisfaction through churning. Comparing CSAT scores to demographic information can show you which types of customers are satisfied &#8211; and which are not.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"4_ROI_of_customer_service\"><\/span><strong>4. ROI of customer service<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Customer service is no longer considered a cost center by most companies. Instead, businesses have realized how important the customer experience is to driving repeat business. \u201c<a href=\"https:\/\/www.helpscout.com\/blog\/support-driven-growth\/\" rel=\"nofollow\">Support Driven Growth<\/a>\u201d is a strategy that focuses exactly on that &#8211; using your customer service team to create revenue by providing great customer service.<\/span><\/p>\n<p>Additionally, leveraging tools like a <a href=\"https:\/\/aircall.io\/call-center-software-features\/power-dialer\/\" target=\"_blank\" rel=\"noopener\">power dialer<\/a> can significantly boost sales by enabling sales reps to manage more calls easily and efficiently, supporting their sales growth. This not only helps in maximizing customer engagement but also ensures that high-value customers receive timely and personalized attention.<\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Compare CSAT scores against your customer\u2019s lifetime value. A customer\u2019s lifetime value (LTV) is the total amount they\u2019ve spent with your company from their first purchase to their last. Are happier customers returning and purchasing more? Understanding how your customer service impacts your bottom line can help you allocate resources effectively. If your customer service team is struggling to make a business case for more investment, proving the ROI of great customer satisfaction scores can help.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"5_Thorny_product_areas\"><\/span><strong>5. Thorny product areas\u00a0<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Some customer issues are harder to resolve easily. For example, a bug that results in lost data would rarely generate a positive CSAT score, no matter how skilled the customer service agent is. Issues that are time-intensive to troubleshoot or tricky to diagnose can also cause frustrated customers at a higher rate than usual.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">To uncover these areas of frustration, identify the questions that are consistently resulting in bad satisfaction responses. If a bug is generating 2% of incoming volume, but 50% of incoming bad satisfaction surveys, it should become a higher priority for your team to resolve. What product questions are consistently resulting in low customer satisfaction scores?<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"6_Potential_churn_risks\"><\/span><strong>6. Potential churn risks<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">If you only look at customer satisfaction survey responses one at a time, you might be missing out on insightful trends. For example, if the same customer has sent in four negative surveys in the last two weeks &#8211; it\u2019s time to pay closer attention to their needs. That customer is clearly consistently unhappy.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Identify the customers who are consistently unhappy by looking for customers with more than one negative CSAT response in a time period. Getting them connected to a customer success team, or a <a href=\"https:\/\/www.coursesforsuccess.com\/blogs\/news\/what-is-supervisory-management\" target=\"_blank\" rel=\"noopener\">supervisor could help<\/a> prevent them from churning or canceling.<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-large wp-image-53262 aligncenter\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-087-1-1024x724.jpg\" alt=\"Potential churn risks\n\" width=\"1024\" height=\"724\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-087-1-1024x724.jpg 1024w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-087-1-300x212.jpg 300w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-087-1-768x543.jpg 768w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-087-1-1536x1085.jpg 1536w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/pasted-image-087-1.jpg 1602w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h2><span class=\"ez-toc-section\" id=\"7_Employee_Performance_management\"><\/span><strong>7. Employee Performance management\u00a0<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Do you have one agent that consistently outperforms others? Digging into the insights from customer satisfaction surveys can help highlight which agents know how to make customers happy, and which agents are struggling to provide the type of service your customers are asking for.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">But be careful &#8211; instead of simply measuring raw CSAT scores for each agent, you\u2019ll need to take a few things into account. Are some agents working with more complex cases? They might have a lower customer satisfaction score than agents who are cherry-picking easy cases. Are some agents getting higher response rates for their surveys? They might be better at creating a more personal connection with their customers, which makes the customer more likely to take the time to give positive feedback.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Whether it\u2019s praise or criticism, CSAT survey responses can provide helpful feedback to managers.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Interactive_Content_Surveys_Can_Increase_Response_Rates\"><\/span><strong>Interactive Content Surveys Can Increase Response Rates<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Of course, in order to draw insights from customer satisfaction responses, you need to have a good response rate to your surveys. If only a few customers are providing feedback, you won\u2019t have enough data to discover really meaningful insights.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">This is where interactive content can help. By making the <a href=\"https:\/\/outgrow.co\/blog\/create-feedback-survey-on-outgrow\">customer satisfaction survey experience fun and engaging<\/a>, more customers will provide their feedback. Plus, surveys created with Outgrow are easily accessible on desktop and mobile, so your customers can respond from anywhere.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Interactive content (and surveys) has a <a href=\"https:\/\/outgrow.co\/blog\/content-marketing-statistics-2018\">2x times<\/a> better response rate as compared to static forms. They can provide real value to the customers in exchange for their personal opinion. Moreover, they have the ability to collect a lot of data; which in turn can be used for segmenting customers, create detailed buyer personas and personalized customer communication. Have a look at this <a href=\"https:\/\/premade.outgrow.us\/premadeWebsiteFeedback\">interactive website survey<\/a> below:<\/span><\/p>\n<p><img decoding=\"async\" class=\"size-large wp-image-53260 aligncenter\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/3-1-1024x648.gif\" alt=\"Interactive Content Surveys Can Increase Response Rates\" width=\"1024\" height=\"648\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/3-1-1024x648.gif 1024w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/3-1-300x190.gif 300w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/08\/3-1-768x486.gif 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Dig_deeper_into_Customer_Satisfaction\"><\/span><strong>Dig deeper into Customer Satisfaction<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">If you\u2019re not measuring customer satisfaction, now\u2019s a good time to start. Not only does it give your customer service team an indication of how well they are performing, but it can also help you understand your customers better.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">You\u2019ll get the most value from measuring customer satisfaction by spending more time segmenting the users that respond, the users that are satisfied and the different quality of support you\u2019re providing each group. Digging deep into your insights from customer satisfaction can help you grow your business even faster by using your <a href=\"https:\/\/www.trychameleon.com\/guides\/customer-satisfaction-surveys\">customer\u2019s feedback<\/a> to deliver what they want.<\/span><\/p>\n<p><a href=\"https:\/\/app.outgrow.co\/signup\"><img decoding=\"async\" class=\"aligncenter wp-image-46895\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2023\/04\/general-cta-6-300x62.png\" alt=\"General CTA\" width=\"895\" height=\"185\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2023\/04\/general-cta-6-300x62.png 300w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2023\/04\/general-cta-6-1024x210.png 1024w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2023\/04\/general-cta-6-768x158.png 768w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2023\/04\/general-cta-6.png 1198w\" sizes=\"(max-width: 895px) 100vw, 895px\" \/><\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"About_The_Author\"><\/span><strong>About The Author<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Yaakov Karda is the co-founder of <a style=\"font-size: 14pt; font-weight: 400;\" href=\"http:\/\/chatra.io\/\">Chatra.io<\/a><span style=\"font-size: 14pt; font-weight: 400;\"> an<\/span><span style=\"font-size: 18.6667px;\">d a sl<\/span><span style=\"font-size: 14pt;\">ow coffee enthusiast. When not brewing or working on the startup, he helps his wife with their art projects or explores Tel-Aviv on a bicycle.<\/span><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>7 Surprising Insights From Customer Satisfaction Surveys You already know that making your customer surveys more engaging and interactive means you\u2019ll get better responses. But how thoroughly are you digging into those responses? While a customer satisfaction score is a nice number to be aware of, but the insights from customer surveys might be, for&#8230;<\/p>\n","protected":false},"author":20,"featured_media":49018,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[267],"tags":[458,459,460],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 Surprising Insights From Customer Satisfaction Surveys<\/title>\n<meta name=\"description\" content=\"While a CSAT score is a nice number to be aware of, but the insights from customer surveys might be, for the lack of a 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