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4 min

Learning a New Type of CDD Surveys: Customer Retention Surveys

Here we will look into the ways to retain your existing customers with CDD surveys

GrapeData
Aug 25, 2022

Acquiring a new customer without a CDD survey like a Customer Retention one, can cost five times more than retaining an existing one. But it’s not all about the money. While money does talk, so does word of mouth. Nothing says “I love your brand!” more than a happy customer telling a friend about your experience.

Customer retention surveys, a type of CDD surveys, help you determine how happy (or unhappy) your existing customers are with you and why they feel that way. Once you know what makes them tick, you can improve their experience and build long-lasting relationships with them. 

This article will talk about customer retention surveys and their importance in keeping your existing customers happy and satisfied.

Customer Retention Surveys, CDD surveys type

All of your customers have expectations for a product or service, and it's vital to meet and exceed those expectations whenever possible. But how will you know if you're doing so? From all types of CDD surveys, customer retention surveys can help you answer this question.

A customer retention survey is specifically designed to measure the likelihood that an existing customer will continue using your product or service in the future. If the results indicate that your customers are likely to stay with you, you can feel confident that your efforts are paying off. If not, then it's time to take action to ensure their loyalty!

It's a good idea for businesses of all kinds—whether B2B or B2C—to conduct regular customer retention surveys aspart of their ongoing marketing efforts. These surveys help them gauge how well they're meeting consumer expectations while also ensuring that they're staying competitive in today's marketplace. Companies can choose different ways to deliver a retention survey. Some companies may choose one-on-one interviews with their customers; others may opt for phone calls or email newsletters.

The best way to conduct a successful customer retention survey is by asking relevant and specific questions. So, that they won't overwhelm or confuse respondents with too much information at once. If you would like to learn more about this type of CDD survey you can check the following page.

Different Approaches to Conduct Customer Retention Surveys

There are three different approaches you can take to conduct customer retention surveys (CDD surveys).

1.   Post-Purchase

The first is the post-purchase survey, which is a survey sent out after a customer has made a purchase. This survey is great for finding out how customers feel right after making a purchase. You can also get feedback on things that went wrong.

2.   Periodic Satisfaction Surveys

The periodic satisfaction survey is conducted every few months, asking questions about things in that period. You might ask questions about the promotion of a time frame. You might ask questions about how effective it was for them and whether they would like to see more advertisements like that sooner.

3.   Regular Satisfaction Tracking Surveys

You should also consider using regular satisfaction tracking surveys to record customer satisfaction levels over time. These surveys can be used at regular intervals throughout the year, such as every quarter or every six months. They often focus on specific aspects of your business and its services, such as how easy it is for customers to find what they want on your website or how well your employees respond to emails and phone calls.

Question Examples for Customer Retention Surveys

Customer retention surveys are a valuable tool to improve loyalty and retain valuable customers. When you run a CDD survey, you collect feedback with regular customer retention surveys. Thus, you can gain insights into what keeps your customers happy and makes them want to stick around.

Here are a few examples of the customer retention survey questions our market research company uses for our clients:

Question 1: What’s the likelihood that you would recommend our company/product/service to a friend or colleague?

This question is a Net PromoterScore question and can measure the customer’s brand loyalty. A high score indicates that customers are satisfied with the business, while a low score indicates that it may be time for some changes.

Question 2: Which of the following best describes your experience with our product/service?

This question asks customers to rate their experience with your business on a scale. You should follow up this question with an area for feedback where customers can explain their ratings and provide any other comments about their experience.

Question 3: How likely are you to repurchase our product/service?

This question is similar to the NetPromoter Score question but focuses specifically on customer loyalty and whether they will return after making one purchase.

Question 4: How likely are you to recommend our company/product/service on social media?

Social media platforms, likeFacebook and LinkedIn, are great places for companies to get recommendations from their customers. Encourage your happy customers to “like” and share your post.

Conclusion

Customer retention surveys are essential for any business. You will learn what customers think about your products and services. Additionally, you can use the information to improve your customer experience and loyalty. Reach out to GrapeData to help you design a perfect customer retention survey that will help you know the heart of your customers and improve your retention rate.