Category: Customer Feedback & Experience

There’s no doubt: today, news spreads faster with more virality than the time I took to write this! That is why measuring customer experience has become very important.

The advancement of technology is why most leaders emphasize website customer experience as the backbone of business success.

For any business, small or large, every customer is an asset, without which companies would have no business at all.

Ever found yourself getting loads of feedback, but didn’t have the customer feedback system in place to do something with it all? Not only is it a mess for you, but it can also let your customers down when you don’t do something about their feedback.

This is why when you’ve got a rock-solid customer feedback system in place, you’re ready to meet customer expectations.

Why isn’t every SaaS business carrying exit surveys when their users cancel?

Whether you call them cancellation surveys, churn surveys, or exit surveys, these are simple tools anyone can use. When used well they will cut your churn, improve user experience, and increase the likelihood that ex-users become customers again in the future. 

In the course of this blog, we’ll explain what exit surveys are, why they matter, what the best questions to ask are, ways to cut churn using exit surveys, and how to put one together for yourself.

With so many SaaS options out there and new ones rolling out every day, it’s important to consider that customers may be likely to feel bombarded with that much information (head-exploding territory at times). When they give you user feedback, take it seriously!

What distinguishes one app or software from another? For customers, it’s the user experience. For you, it’s how you can best develop your software to meet customer needs. That is why the personal feedback that your users offer is so valuable.

How often are you as a potential customer looking for a tool to help get your job done better? What do you do to start comparing tools? Maybe you hit a quick search for that tool + search query “comparison”. Then, you read a customer survey or two and some customer reviews about the product in question.

Now put your business hat on: don’t you think your potential customers are doing the same thing for your SaaS? What can you do to get better customer feedback, and leverage that into amazing customer referrals that drive business leads and customer growth? 

As ​​76% of all bank interactions are online nowadays, create remarkable digital customer experience are not just buzzwords. It is the utmost important, revenue-correlated topic in FinTech.

Luckily for Erste Group, they’ve been focusing on customer experience since the very beginning. And today we have the honour to share their journey. In particular, how they listened to the voice of customers and turned that into features and UX improvements.