General FAQs

Does CustomerSure help with SEO?

Yes.

Our review system displays reviews and includes rich snippets behind the scenes – a structured format that Google and other search engines understand.

Whenever people search for your company and the reviews page comes up in the results, your star rating can also be shown. This makes your listing appear earlier in the search results and when people read the results your listing stands out from the other plain text listings on the page.

Successful listings look like this, which is a screenshot of real search results:

Read how to set this up in our support documentation: SEO and new business through customer reviews


How is CustomerSure different from general purpose survey tools?

There are many excellent market research and survey tools. CustomerSure concentrates specifically on customer satisfaction measurement and improvement. You can use use for customer support and publishing reviews on your website, but checking your customers are happy is the most important thing.

If you want to know (rather than hope) that all your customers are happy, you need to ask.

A long survey is as bad as no survey – at best, you’ll get a low response rate. At worst, you’ll annoy customers who were previously indifferent to you, because you’ve shown you don’t respect their time.

CustomerSure surveys are lightning fast and simple. It's easy for customers to tell you how you did, it's easy for you to act on what they tell you and share the results with your team, and it's easy for you to publish reviews that can be picked up by Google to attract new customers.

4 reasons why CustomerSure is better for measuring customer satisfaction than general survey tools:

1. We're 100% focused on customer satisfaction and business benefits.

Market research is important, but it's a different process.

2. Submitting feedback and reviews is faster and easier for customers.

You get higher response rates and more actionable feedback. It also means you leave customers feeling pleased that you checked rather than frustrated that you took so much of their time.

3. It's designed to help you act on feedback not just collect it.

General purpose survey software is designed for one person to collect feedback and look at the results. This makes for great graphs in spreadsheets and presentations, but it doesn’t increase customer happiness. With CustomerSure, the feedback goes to the people who served the customer so they can either read the praise or fix any problems immediately. That means satisfaction isn't just measured, it's guaranteed.

4. It's communicated automatically to the people who need it.

We can automatically publish your feedback as reviews & ratings on your website, in a format that's friendly to Google so people see it in their search results. It’s your choice. Either keep feedback internal, or you publish it to improve SEO and attract new customers, the people who need benefit from reading the feedback see it at a time that’s appropriate to them.


Is CustomerSure suitable for a Net Promoter® system?

Yes, it's ideal. The measurement scale is 0-10, it's simple to collect a reason (which is the most important piece of information) and our whole system is designed to make it easy for you to act on the feedback and influence satisfaction - rather than just measure it. We've a great deal of hard-won operational experience in this area and that led us to set up CustomerSure, so please feel free to give us a call for friendly advice. No hard sell, we promise!

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.


How many questions can I have in a survey?

Up to 8 scored questions and up to 2 text questions, but we recommend you're ruthless about using the absolute minimum.


What's the logic behind the format of the surveys?

CustomerSure is specifically for satisfaction surveys and we've found customers prefer very short questionnaires that can be done within seconds. We've never had a complaint that a customer found the surveys too short, but we read almost every day complaints about (other people's) long surveys!

There are many different rating systems out there, but customers really don't care what you use, they just want it to be simple and fast. The scored questions are really just a 'temperature check' to indicate whether you need to take further action. The text question is the real key for diagnostics.

It's about achieving the right balance. We've found this format gives customers the flexibility they need to describe how they feel when you ask whether they're completely satisfied, yet the brevity that avoids them being frustrated by your request.

For surveys that are concerned with more general research we recommend use of a general purpose survey tool, of which there are many. But for satisfaction checks they have the disadvantage that they're not designed for integrated follow-up, and they can't automatically manage your customer reviews and ratings.