Customer Satisfaction Survey

A Customer Satisfaction Survey is a tool used by foreign trade enterprises to systematically collect customer feedback on products, services, delivery, and other aspects through questionnaires, interviews, etc., in order to assess the gap between customer expectations and actual experience. Use cases include: follow-up after order completion, quarterly/annual relationship maintenance, after the launch of new products or services, and after handling customer complaints. Precautions: questions should be concise and neutral, avoiding leading questions; samples should be representative; survey frequency should not be too high to avoid harassing customers; confidentiality must be promised and the purpose explained; results should be translated into improvement actions, otherwise customer trust will be reduced. Unlike a 'customer loyalty survey,' which focuses on repeat purchase and willingness to recommend; compared with Net Promoter Score (NPS), a satisfaction survey covers a broader scope but is less focused on recommendation willingness. In foreign trade, cross-cultural differences should also be considered, as direct ratings may not be applicable in some cultures, and open-ended questions can be combined.