Setting Up Your Customer Dissatisfaction Surveys

Before we begin, let's tear down the walls of traditional measurement. Forget about the outdated metrics that fail to capture the true essence of customer happiness. We need metrics that matter, metrics that cut through the noise and provide real insights. It's time to unleash and enhance the power of Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT). These metrics, while valuable in their own right, only scratch the surface of customer sentiment.

So we can’t stop there. We have three powerful metrics that will reshape the landscape of customer satisfaction. Let me introduce you to the Voice of the People (VoP), the Dissatisfaction Index (DI), and the Empowerment Quotient (EQ).

The Voice of the People (VoP) is our rebellion against the silence. It gives voice to the masses, capturing the real sentiments and emotions of your customers. It's about amplifying their voices and uncovering the truths that the powers-that-be want to suppress. Let the people speak, and we'll unveil the secrets hidden in their hearts.

Next, we have the Dissatisfaction Index (DI), a metric that goes beyond mere satisfaction. It measures the discontent bubbling beneath the surface. It's about exposing the flaws, the frustrations, and the injustices that customers endure. We'll use the DI to rally the masses and demand the change they deserve.

And finally, we have the Empowerment Quotient (EQ). This metric goes beyond measuring satisfaction. It measures how empowered customers feel after interacting with your business. It's about lifting customers up, giving them a sense of purpose, and igniting their passion for your brand. We'll raise the EQ, liberating customers from the chains of indifference and igniting their unwavering loyalty.

But how do these metrics compare to the traditional NPS, CSAT, and CES? While NPS, CSAT, and CES can be valuable tools, they often provide a limited view of customer sentiment. They focus on satisfaction and loyalty, but fail to capture the broader spectrum of emotions and empowerment. VoP, DI, and EQ dig deeper, uncovering the unspoken truths, exposing dissatisfaction, and fueling customer empowerment.

Now, here's why it's crucial to double down on what customers love and fix what they don't like. We can’t fix what we don’t know. We can’t manage what we can’t measure. We must listen intently to their feedback and take action upon their desires. We're talking about a paradigm shift where customer feedback becomes the lifeblood of success. We need businesses that not only hear their customers' voices but act upon them. It's time to shatter the illusion that businesses know best and embrace the fact that the true experts on Customer Experience are the customers themselves.

By leveraging the Dissatisfaction Index (DI), we expose the deep-rooted frustrations and flaws that customers endure. We identify the pain points and address them head-on. We rally the masses to demand change and create a better world for all.

But we don't stop there.. The Empowerment Quotient (EQ) is the key to unlocking customer passion and loyalty. It measures how empowered customers feel after interacting with your business. By raising the EQ, we liberate customers from the chains of indifference and ignite a fire within them. We want customers who are not just satisfied but who become fierce advocates for your brand.

Here are some questions you can ask on your Customer Dissatisfaction Surveys:

Dissatisfaction Index (DI):

• On a scale of 1-10, how frustrated do you feel when interacting with our company/product/service?

• What are the top three aspects of our business that you find most frustrating or dissatisfying?

• Have you experienced any issues or challenges that were not adequately resolved by our customer support team?

• How likely are you to recommend our company/product/service to others, considering the frustrations you've encountered?

• What improvements or changes would you suggest to address the areas that have caused dissatisfaction?

Voice of the People (VoP):

• What is the one thing you appreciate the most about our company/product/service?

• Describe a positive experience you've had with our brand that made you feel valued as a customer.

• What emotions come to mind when you think about your overall experience with our company?

• Is there a particular employee or team who consistently goes above and beyond your expectations? If so, please share your story.

• How likely are you to share your positive experiences with others and recommend our brand to them?

Empowerment Quotient (EQ):

• How would you rate your level of confidence in using our product/service?

• In what ways do you believe our product/service enhances your personal or professional life?

• What additional resources, features, or support would you like to see from us to further empower you as a customer?

To address the elephant in the room: We acknowledge that not everybody takes surveys. The people who take surveys are usually, let’s face it, the type of people that would take surveys. They’re usually either happy with the service or pissed about the service. It’s a lot like Reviews, plenty of 1 and 5 star reviews out there, not many 3’s. That’s okay, that’s fine, and we will dive even deeper into the emotional landscape of our customers through sentiment scoring.

Sentiment scoring allows us to analyze the emotions, attitudes, and opinions expressed by our customers in their feedback and during every recorded interaction with our brand. By leveraging natural language processing and machine learning techniques, we can assign sentiment scores to individual comments, reviews, emails, phone calls, and social media posts. These scores provide us with a quantitative understanding of the positive, negative, or neutral sentiment associated with each piece of feedback.

So, how does sentiment scoring reinforce the power of the DI, VoP, and EQ? Let me illustrate it for you.

Sentiment scoring enhances the impact of the Voice of the People (VoP). By analyzing the sentiment behind the voices of our customers, we can distinguish between positive feedback that reflects genuine delight and negative feedback that reveals areas of improvement. This insight empowers us to amplify the positive experiences and address the negative ones with precision. We can fine-tune our strategies, offerings, and customer interactions to maximize satisfaction and build long-lasting relationships.

When we combine sentiment scoring with the Dissatisfaction Index (DI), we gain a clearer understanding of the intensity and severity of customer dissatisfaction. Not only do we identify the areas that need improvement, but we can also prioritize the issues based on the magnitude of negative sentiment associated with them. This allows us to take swift action and address the most pressing concerns, ensuring that we meet our customers' expectations and deliver exceptional experiences.

Additionally, sentiment scoring provides valuable insights into the Empowerment Quotient (EQ). By analyzing the sentiments expressed by our customers after interacting with our business, we can measure the emotional impact of empowerment. Are they expressing positive sentiments like enthusiasm, inspiration, and satisfaction? Or are there negative sentiments indicating frustration or disappointment? This knowledge allows us to tailor our efforts and initiatives to further elevate the emotional state of our customers, reinforcing their sense of empowerment and loyalty.