customer satisfaction

Are you focusing on customer satisfaction? You should.

Advertising is based on one thing, happiness. And you know what happiness is? Happiness is the smell of a new…

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Advertising is based on one thing, happiness. And you know what happiness is? Happiness is the smell of a new car. It’s freedom from fear. It’s a billboard on the side of the road that screams reassurance that whatever you are doing is okay. You are okay.
– Don Draper, Mad Men.

We have been saying it for years, but Don Draper had a better quote, it’s all about making the customer happy. According to Salesforce’s 2016 State of Marketing report, “marketing has entered the age of the customer.” Customer satisfaction has been a top metric of marketing success for two years in a row, and this year it has reached the very top, becoming the most important metric according to 35% of the surveyed marketers, and surpassing revenue growth (33%) and customer acquisition (24%). Yeah, let that sink in.

The report found that marketers are now going for the holistic approach to customer experience. High performing marketing teams are implementing customer experience initiatives across their businesses (58%), compared to 8% of underperformers. This requires building bridges and collaborating across business units (marketing, sales, IT, leadership, and service), which high performers are 17.1 times better at doing than underperformers.

In line with the holistic view of customer experience, the report shows that 65% of high performing marketing teams have adopted a customer journey strategy, and 88% of them found it to be critical to their success. This is due to customers having more information, choices, and power than ever before, as Salesforce puts it, causing them to expect quality customer experience across every touch point.

With Enalyzer, you can create a free account today and be on your way towards understanding your customers’ complete experience by using our customer satisfaction survey template – use it as inspiration or create one of your own. Or if you want to take it to the next level, try our PRO plan and get access to our NPS® survey template. Plus, with our real-time reporting possibilities, you can watch as your customers’ answers start ticking in!

We are glad to hear that marketers are prioritizing customer experience more and more every year, since we have always believed that understanding your customers’ experiences is crucial to your success. Whether this is through your own surveys, on-going feedback recollection or Net Promoter Score®, make sure you start getting familiar with your customers and their experience.

Norwegian Airlines takes customer satisfaction survey to new heights with Enalyzer

Under the vision of “everyone should afford to fly”, Norwegian takes pride in delivering a cost efficient and high-quality travel…

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Under the vision of “everyone should afford to fly”, Norwegian takes pride in delivering a cost efficient and high-quality travel experience to their customers. Norwegian previously used third parties to conduct their customer satisfaction surveys, but as a fast growing company with an increasing number of passengers, they saw numerous benefits in internalizing the survey and make use of Enalyzer’s functionality. More specifically the advantages were:

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  • An automated set-up integrated with CRM, allowing instant survey distribution and real time reporting
  • Improved surveys for respondents
  • Control of their own data cost reduction

Plus, they got a powerful and user-friendly tool that they can use for other surveys in the organization.

 

 

 

“It was really a no brainer. By internalizing and automating our customer satisfaction survey we gained full control, reduced cost significantly and gave our passengers a better experience while answering our satisfaction survey.”

Julius Støback – Head of Consumer Insight and Research at Norwegian Air Shuttle

With Enalyzer, Norwegian has full control over their survey and its visual design. It offers the best options for Norwegian to depict their brand identity, as they wish, with no compromises. To top it off, thanks to Enalyzer’s built-in responsive design, Norwegian’s survey can adapt to all platforms, big or small, so it can be navigated identically in desktops, tablets and/or smart phones.

 

The Solution: Automization with trigger based surveys and real time reporting

Enalyzer delivered a unique solution to the third party problem – by an internalized solution with a customizable link that creates a bridge between Enalyzer and Norwegian’s CRM.

How does it work? Norwegian’s CRM triggers their mailing system, sending an email containing the Enalyzer link to their customers, once they have finished their trip. The link automatically merges the different CRM values, into the survey for later analysis. Now, Norwegian has full control, they can administrate and manage their data in Enalyzers reporting, where a customized dashboard has been created to provide at top level view on overall satisfaction and how it differs in each market.

Data is updated in real time and just like the survey, the report adapts to all platforms, desktops, tablets and/or smartphones. This makes viewing reports on-the-go possible, quick and easy.

“The data is now on our dashboard, we can set up our own surveys and there is no more need for third parties.”

Julius Støback – Head of Consumer Insight and Research at Norwegian Air Shuttle

Norwegian employees quickly adopted Enalyzer, making it an essential tool in relation to customer service and customer satisfaction, however according to Julius Stoback “there is now a possibility to create surveys for internal use or other purposes.”

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Results and Future Plans: Enalyzer playing an increasingly important role

Norwegian launched the new customer satisfaction survey set-up in August 2014 and it has already received more than 40.000 respondenses – and answers are still ticking in.

Enalyzer is also able to keep up with Norwegian’s continuous growth and need for more surveys in other part of the organization. Norwegian employees quickly adopted Enalyzer, making it an essential tool in relation to customer service and customer satisfaction, however, according to Julius Støback, there is now a possibility to create surveys for internal use or other purposes.

One of the many advantages is that Enalyzer is not only a user-friendly system, it’s a user-friendly experience. It is easy to implement, use and understand, plus its unique built-in features offer Norwegian the opportunity to create professional looking, and functioning surveys and reports.

With Enalyzer, Norwegian has full control over their survey and its visual design. It offers the best options for Norwegian to depict their brand identity, as they wish, with no compromises. To top it off, thanks to Enalyzer’s built-in responsive design, Norwegian’s surveys can adapt to all platforms, big or small, so it can be navigated identically in desktops, tablets and/or smart phones.

 

 

Would you also like a fully automized customer satisfaction survey like Norwegian?

Contact us to learn more. It’s probably easier and more cost efficient than you think.

You can also sign up for a free test account here and check out Enalyzer.