Customer satisfaction has proven to be pivotal for business success. Every day, unsatisfied customers can cost businesses a lot of money. 

Even studies found that 80% of customers are more likely to switch companies after experiencing poor service for the first time. 

You have identified that there is room for improvement and, thus, started crafting strategies to improve customer satisfaction. 

But how can you improve customer satisfaction without knowing where you currently stand? So, measuring customer satisfaction is a step you can’t skip.

Moreover, measuring customer satisfaction doesn’t need to be complicated or expensive. Using the best Shopify apps to measure customer satisfaction data and incorporating your targeted customers’ feedback into your current business strategy is relatively simple. 

In this article, you’ll learn some vital ways and tools to measure customer satisfaction for your Shopify store. 

Define Your Goals 

When embarking on any sort of campaign to achieve a higher customer satisfaction rate, it’s advisable to take a step back and ask yourself the reason for doing the same. 

When operating the Shopify store, you should weigh the value of the customer satisfaction data against the cost of collecting it via the survey process. 

Not having a clear goal of what you want to do with the collected customer satisfaction data will only cost you time, money, and effort without any positive outcomes. 

Depending on your business capabilities, you can do much with this information. So, it’s vital to specify a goal to get the most out of your customer satisfaction data. 

Outline Your Plan

After defining your goals, devise an actionable plan to achieve them. Before starting to collect customer satisfaction data, outline the action you plan to take with the gathered and analyzed feedback. For instance, you can:

• Improve vital UX bottlenecks that lead to poor customer experience.
• Increase customer support interactions with frustrated customers.
• Test different live chat scripts or support strategies.

Choose the Tools and Metrics to Measure Customer Satisfaction

Taking a multifaceted approach to measuring customer satisfaction levels is always beneficial. 

It will give you a holistic view of what makes your customers happy and satisfied and how you perform. 

Here listed are a few of the most commonly used customer satisfaction measuring tools and metrics:

Customer satisfaction surveys

Conducting surveys is a traditional and most helpful way available to measure customer satisfaction. 

You can opt for a few different options for customer satisfaction surveys, including CSAT (customer satisfaction score), CES (customer effort score), NPS (net promoter score), and CSI (customer satisfaction index). 

Approximately 71% of 200 senior marketing managers found utilizing the customer satisfaction metric useful to manage and monitor their businesses.

You can even integrate the best Shopify apps for customer surveys in your eCommerce store to collect customer feedback. 

Customer churn rate

Customer churn rate can be used to determine the percentage of customers who have entirely stopped purchasing your product or service over a specific period. 

You can use many Shopify subscription apps that allow third-party Integration to calculate your eCommerce store’s churn rate. 

Repeat purchase rate

The repeat purchase rate helps companies determine how often their customers make repeat purchases, illustrating customer satisfaction and loyalty levels. 

To calculate the repeat purchase rate for your Shopify store, you can either opt for Shopify metrics or follow the basic process. 

The calculation process entails finding the number of customers who have placed an order and repeated the order over a specific period. 

Divide these two figures and multiply the result by 100 to know the repeat purchase rate.

Customer service metrics

Tracking metrics related to your customer support efforts, like resolution and response times, can help you gain insights into how your customer service initiatives impact customer satisfaction. 

Shopify presents many Best Shopify apps to provide and measure customer service.

Reviews and ratings

Tracking customer reviews and ratings on genuine platforms about your Shopify store, like Google, industry-specific review sites, social media, or other tools, can provide specific insights into your customer satisfaction. 

You can Hire Shopify developers to customize apps that can track your customer reviews and ratings.

Social listening

Datareportal reports that around 5.04 billion people use social media in 2024. Moreover, the 2023 survey states that 58% of U.S. shoppers had purchased a product after seeing it on social media platforms at some point. 

Therefore, social media listing tools are another excellent means to monitor online conversations of your customers and track brand mentions, general customer sentiment about your products, and feedback. You can access the best social media monitoring third-party Integration with Shopify to gain insights into customers’ views about your products and services. 

Analyze the Collected Customer Satisfaction Data

Once you have collected the data via the above-discussed tools and metrics, ensure it doesn’t remain unused. 

Analyze the data and uncover all vital insights that can help measure and improve customer satisfaction. 

Most NPS tools enable business owners to augment their respondents based on category. In addition, segmented respondents usually integrate with products, and you can take appropriate action based on each segment. 

For instance, Shopify users can easily integrate with the survey apps or tools they prefer to trigger emails based on survey response scores.

Make Adjustments and Repeat

Once you know the customer satisfaction score, make efforts to increase it. For instance, suppose a customer segment is dissatisfied with your eCommerce store because of a particular experience. 

In this case, you can further investigate why that specific experience is dissatisfying customers and make necessary changes to improve it. 

In addition, you can deploy Shopify apps and the ones that facilitate third-party Integration to add incredible functionalities and features to your eCommerce store, improving customer experience and satisfaction.

Bottom Line

Finding the customer satisfaction score is an ideal way to measure how content your consumers are with your eCommerce store, products, and services. 

Collecting data about your customers’ expectations, desires, and needs is key to improving your products, services, and overall customer experience. 

Following the above-discussed ways can make it relatively easier to measure customer satisfaction. 

Moreover, you can hire Shopify developers to customize and integrate Shopify applications to quickly and accurately measure customer satisfaction.