XM Knowledge Base
Customer Survey Software
Measure and optimise your CX with powerful customer survey software
Create customer experiences that drive loyalty and spend by understanding the key drivers of customer satisfaction at every touchpoint. Survey your customers in the moment across multiple channels and see all your data in real-time on a single survey platform.
A view on the ground
8 of 10 executives believe their company loses sales because of failure to create engaged customers.
Seven in ten Americans (70%) are willing to spend an average of 13% more with companies they believe provide excellent customer service.
Gathering feedback can increase cross-sell and up-sell effectiveness by 15 to 20 percent.
By measuring and optimising customer experience, you can:
- Improve customer retention and loyalty
- Increase customer share of wallet
- Reduce cost to serve
- Optimise customer acquisition
- Increase brand awareness and equity
Qualtrics named leader in Gartner® Magic Quadrant™ for Voice of Customer (VoC) 2024
Customer surveys on every channel
Improve your survey response rates by engaging customers on the devices and platforms they want to use. With our powerful online survey tool you can collect customer feedback through:
- Chatbots and messaging apps
- Text or SMS
- Mobile
- Native apps
- Offline apps
- many more
Expert-designed surveys every time
Get high-quality, actionable data with every customer survey. Choose from a range of pre-built templates designed by PhD customer survey scientists or, build your own with our easy-to-use survey builder and rely on ExpertReview to do the heavy lifting for you. It automatically analyses every question and recommends improvements before you hit ‘send’ so you can be confident you’re launching a best-practice survey every time.
Take action across the organization
Follow up with customers easily with built-in closed-loop follow-up and action planning. When a customer response meets certain conditions, a ticket is automatically raised with the right people to step in and take action. And with action planning tools to track it all the way through to resolution, you’ll be able to make sure every customer is taken care of.
Pre-built survey templates
Customer satisfaction (CSAT)
Evaluate how satisfied your customers are
with your company and how they are treated when they buy from you.
Customer service survey
Gain insights into the contact center experience, <br class=””d-block”>so you can achieve and maintain optimum levels of CX performance.
Net promoter Score (NPS)
Measure customer loyalty and understand how your customers feel about you using one of the world’s best-recognized metrics.
Online purchase feedback
Find out how well your online shopping experience performs against customer needs and expectations.
Website satisfaction
Find out how satisfied visitors are with your website’s design, usability and performance.
Contact center quality management
Reimagine contact center quality management with conversational intelligence in the contact center.
You’re in good company
Qualtrics gives us the full context of the digital experience and helps us adapt in the moment
The link between our testing, design and development teams allows us to build breakthrough products
Ready to hear what your customers have to say?
Customer survey FAQs
A customer survey is a research tool used by businesses to collect feedback, opinions, and data from their customers. It typically consists of a series of survey questions designed to assess customer satisfaction, preferences, and experiences with products or services. The information collected helps companies understand their customers better, identify areas for improvement, and make informed decisions to enhance their offerings and overall customer experience. Surveys are crucial for maintaining customer relationships and driving business growth.
Customer surveys come in various forms, each designed to gather specific types of information. Common types include satisfaction surveys, which measure overall customer contentment; Net Promoter Score (NPS) surveys, assessing customer loyalty; product feedback surveys, focusing on specific offerings; market research surveys, exploring broader industry trends; and demographic surveys, collecting customer profile data. Other formats include post-purchase surveys, website usability surveys, and brand awareness surveys. Companies may also conduct employee surveys to gauge internal satisfaction and improve customer service indirectly. The choice of survey type depends on the organization’s goals and the insights they seek to obtain.
Customer surveys are versatile tools that can measure a wide range of aspects related to customer experience and business performance. They can gauge customer satisfaction levels, loyalty, and likelihood to recommend (Net Promoter Score). Surveys can assess product or service quality, pricing perceptions, and brand reputation. They can measure customer needs, preferences, and purchasing behaviors, as well as evaluate the effectiveness of marketing campaigns and customer service interactions. Additionally, surveys can gather demographic information, track changes in customer sentiment over time, and identify areas for improvement in various business processes. Ultimately, customer surveys provide valuable insights to inform strategic decision-making and enhance overall business performance.
To create a survey, start by defining clear objectives and identifying your target audience. Develop concise, relevant questions that align with your goals, using a mix of question types (e.g., multiple choice, rating scales, open-ended). Choose an appropriate distribution method, such as email, phone, in-person, or online platforms. Ensure the survey is mobile-friendly and easy to complete. Offer incentives to encourage participation and clearly communicate the survey’s purpose and estimated completion time. Test the survey before launch, then distribute it to your audience. Monitor survey responses, send reminders if necessary, and analyze the results to gain actionable insights for improving your business.
Customer survey software is a digital tool that enables businesses to create, distribute, and analyze surveys to gather feedback from their customers. It typically offers features like customizable questionnaire templates, multiple distribution channels (email, web, mobile), real-time data collection, automated reporting, and analytics capabilities to help companies understand and act on customer insights.
Qualtrics offers a comprehensive, user-friendly survey solution for creating, distributing, and analyzing customer surveys. It provides advanced features like AI-powered analytics, real-time reporting, and integration capabilities. With robust security measures and a wide range of question types, Qualtrics enables businesses to gather deep insights and make data-driven decisions efficiently.