The Organisational Signals Platform
Customer surveys that reveal what customers really think
Identify dissatisfaction, the risk of customer churn and areas for improvement at an early stage – before you lose customers.
easyfeedback automatically analyses customer feedback and highlights where action is needed.
GDPR-compliant · Made in Germany · Over 10,000 companies rely on easyfeedback
Most customer surveys gather feedback. Very few provide guidance.
Many companies carry out customer surveys and receive valuable feedback. However, the real challenge only begins afterwards:
- Why are customers dissatisfied?
- Which problems occur repeatedly?
- Which customers are at risk of leaving?
- Which measures have the greatest impact?
Gathering feedback is easy. The key question is:
What do your customers really want to tell you?
Customer feedback is more than just feedback
Every customer sends out signals. Signals indicating:
- Dissatisfaction
- Willingness to buy
- Loyalty
- Frustration
- Service issues
- Product issues
- Risks of staff turnover
- Areas for improvement
Most companies only recognise these trends once they have lost revenue or customers have already switched to a competitor.
easyfeedback helps to identify these signs at an early stage – automatically.
Detect what matters before it escalates.
Feedback leads to decisions
Record feedback
Create professional customer surveys for customer satisfaction, NPS, CSAT, product feedback, service quality or customer experience.
Recognising signals
Automated analyses identify risks, patterns, trends or critical issues among your customers.
Identify measures
Identify which factors have the greatest impact on customer satisfaction, loyalty, turnover and customer retention.
Customers rarely cancel without warning.
They send clear signals beforehand!
Declining satisfaction, recurring complaints, poorer ratings, negative comments, waning loyalty.
The key indicators are usually already there. The challenge lies in recognising them in good time. With easyfeedback, these trends become apparent before they start to cost you revenue.
Making customer signals visible
Signs of out-migration
Identify customers who are more likely to switch at an early stage and send them targeted offers.
Signs of satisfaction
Understand changes in customer satisfaction throughout the entire customer journey.
Product Signals
Identify your products’ hidden weaknesses and untapped potential.
Service signals
Identify customer service issues before they cause your customers’ satisfaction levels to drop
Signs of loyalty
Understand what keeps customers loyal to you and your business in the long term.
Growth indicators
Discover new opportunities for growth and upselling with your customers.
Create professional customer surveys with ease
- Create an online customer survey
- Create a customer survey
- NPS surveys
- Measuring customer satisfaction
- Collect customer feedback
- Customer survey template
- Examples of customer surveys
- automated analyses
- GDPR-compliant customer surveys
Mr Q – our survey assistant – will design the ideal customer survey for you. Just tell him what kind of feedback you’re looking for.
Good decisions start with the right signals
Companies use easyfeedback to make sound decisions based on genuine feedback:
- To understand customers better
- Identifying risks at an earlier stage
- To improve customer satisfaction
- To increase customer loyalty
- To improve product decisions
- Highlighting revenue potential
No need for complicated enterprise software.
No need for your own team of analysts.
Enterprise-level insights. Without enterprise complexity.
More than 90 professional surveys
Access over 90 survey templates for free, or use our survey wizard, ‘Mr Q’
Product satisfaction
Find out more
Podcast feedback
Find out more
Customer satisfaction
Find out more
Guidance & Implementation of a Customer Survey
Thousands of companies already have a better understanding of what really matters to their customers.
Better decisions | Problems identified earlier | Improved customer loyalty | Understanding your customers
4,8
Understand early on what your customers are trying to tell you
Create professional customer surveys, automatically identify critical trends and take action before you lose customers.
We’re here for you
When you create a customer survey using easyfeedback, you’ll have access to the survey tool and all the survey templates it contains. When you signed up, we set up a demo survey in your account. This already includes a ready-made questionnaire and results. This allows you to see straight away how the survey tool works and what it has to offer.
If you have any questions, simply visit the help center or get in touch with us.
How do I create a customer survey using easyfeedback?
With easyfeedback, you can create a customer survey easily, quickly and professionally.
First, create a bespoke questionnaire or use a tried-and-tested template for customer surveys, customer satisfaction analyses, NPS surveys or product feedback.
You can then invite your customers to take part via email, a link, a QR code or directly following a purchase or service interaction.
Once the customer survey is complete, easyfeedback automatically analyses the results and highlights key trends – such as changes in customer satisfaction, recurring issues, areas for improvement or the risk of customer churn.
This means you not only receive customer feedback, but also gain concrete insights into what really matters to your customers and where action is needed.
What is a customer survey used for?
Customer surveys are used to systematically gather customers’ opinions, expectations and experiences. Companies use customer surveys, amongst other things, to:
- measure customer satisfaction
- assess service quality
- gather product feedback
- improve the customer experience
- strengthen customer loyalty
- gain a better understanding of purchasing and usage behaviour
- identify areas for improvement
A professional customer survey provides far more than just feedback. It helps companies to recognise important signals from their customers at an early stage, to better understand trends and to make informed decisions – before minor issues lead to dissatisfied or lost customers.
Why are customer surveys important?
Customer surveys help companies to better understand their customers and to base decisions on genuine customer experiences rather than on assumptions. Customers provide valuable insights into satisfaction and expectations, product and service quality, weaknesses in processes, suggestions for improvement, loyalty and willingness to recommend the company to others.
Customer surveys are particularly important because problems rarely arise out of the blue. Dissatisfaction, frustration or the risk of customers leaving often become apparent much earlier in customer feedback.
Companies that recognise these signals in good time can take targeted action and increase customer satisfaction, customer loyalty and turnover in the long term.
Advantages and disadvantages of a customer survey
Advantage
The greatest advantage of a customer survey is that it enables companies to receive direct feedback from their customers in a short space of time, thereby helping them to better understand what customers really expect, value or feel is missing. Furthermore, a customer survey can be used to achieve a variety of objectives, both large and small.
Customer surveys help to
- measure customer satisfaction
- identify areas for improvement
- further develop products and services
- strengthen customer loyalty
- or highlight risks at an early stage
Depending on the objective, various methods are available, for example:
- Online customer surveys
- Email surveys
- NPS surveys
- Telephone customer surveys
- Feedback forms
- Customer interviews
Online customer surveys, in particular, can be carried out quickly and deliver meaningful results within a short space of time.
Disadvantage
One potential disadvantage is that not all customers take part in a survey or express their opinions fully.
Furthermore, the greatest loss occurs when no action is taken based on the customer feedback.
If recurring problems are identified but not resolved, customer trust and their willingness to participate again will decline in the long term.
A successful customer survey therefore does not end with data collection, but only begins with the analysis and implementation of the insights gained.
What data protection requirements must be observed when conducting customer surveys?
Customer surveys must comply with the requirements of the General Data Protection Regulation (GDPR). A particularly important consideration is whether personal data is being collected or processed.
If customer surveys are conducted entirely anonymously, the data protection requirements are generally much less stringent. However, as soon as personal data such as name, email address, customer number or other identifying characteristics are processed, a suitable legal basis must be in place.
In many cases, this is achieved through the participant’s consent. If this consent has not yet been given, it can be obtained right at the start of the customer survey. With easyfeedback, the relevant consent forms can be easily integrated into the survey process.
Furthermore, participants must be provided with transparent information regarding:
- who is conducting the survey
- the purpose for which the data is being collected
- what data is being processed
- how long the data will be stored
- what rights the participants have
A privacy notice should be accessible at all times for this purpose. This, too, can be easily implemented with easyfeedback.
As a German provider with hosting in a German data centre, easyfeedback already meets an important basic requirement for GDPR-compliant customer surveys. This provides companies with a data protection-friendly solution for collecting and analysing customer feedback in a legally compliant manner.
What should you look out for when choosing a tool or provider for customer surveys?
When selecting software for customer surveys or a provider for customer feedback, companies should not focus solely on the creation of questionnaires. What matters most is the insights that can be gained from customer feedback.
Professional customer survey software should
- be simple and intuitive to use
- comply with the GDPR
- support various survey methods
- provide automatic analysis
- highlight trends and risks
- provide clear dashboards and reports
- support the development of concrete actions
Many tools focus primarily on data collection. However, the real added value arises when companies can identify at an early stage which factors influence customer satisfaction, customer loyalty and business success.
What questions should I ask in a customer survey?
The choice of questions for a customer survey depends entirely on the objectives. Typical topics and objectives of a customer survey include:
- improving customer satisfaction (overarching theme)
- enhancing product and service quality
- optimising customer service
- simplifying the purchasing process
- increasing the recommendation rate
Essentially, any topics relating to the customer experience that boost customer loyalty.
It is important not only to collect feedback, but also to use the right questions to highlight the right signals, so that trends, risks and areas for improvement can be identified at an early stage.
On our page featuring examples, questions and templates for customer surveys, you will find tried-and-tested questions, specific examples and ready-to-use templates for various use cases.
Go to the examples, questions & templates for customer surveys
Tips and best practices for conducting a customer survey
Clear objectives, a straightforward questionnaire and the subsequent use of the results are crucial for a successful customer survey.
Proven best practices include:
- Only survey customers on relevant topics
- Keep questionnaires short and straightforward
- Choose the right time to conduct the survey
- Use mobile-optimised surveys
- Combine open-ended and closed-ended questions
- Analyse results regularly
- Derive specific actions
Companies that view customer surveys not as a one-off exercise but as an integral part of their customer feedback management are particularly successful.
This enables them to continuously identify and specifically address changes in customer behaviour, new expectations and potential risks.
With easyfeedback, customer feedback is automatically analysed and translated into clear insights, enabling companies to act more quickly and make better decisions.