Customer satisfaction is a critical metric; it shows how your customers perceive your product or service. To be truly helpful, you need to do these surveys regularly so you can compare benchmarks. If you have a base customer satisfaction of 6.5 and intend to improve that with some program to be more customer oriented, then you need to measure again shortly after the program and then a couple of months later again. This will show you if the program had the desired effect and whether or not it stuck. The next program you do can then benefit from the information gained last time around.

Customer satisfaction surveys are tricky to do in a way that you get reliable results. For the best results you should look for some professional help when determining questions for your survey. The way the questions are formed is very important as well as to build in a few checks to determine if the answers are consistent. Once you have the set of questions, you can send out the survey to your customers and users. When you send out the questions it may be beneficial to send different sets of questions to different customers to make sure the customer doesn't have to answer huge questionnaires.

The surveys should be discussed with the IT department so that every support engineer can benefit from the results. Discussions about what to do to improve specific areas of the customer survey can lead to very small changes that are easy to implement and have a large impact on customer satisfaction.