Customer experience (CX) is the key differentiator between thriving businesses and those struggling to retain customers. One of the most effective tools for understanding and improving the customer experience is the customer satisfaction survey. When done right, surveys offer invaluable insights into how your customers perceive their shopping experience and provide actionable data to refine your eCommerce platform. Let’s explore how customer satisfaction surveys can help improve the customer experience and how you can implement them effectively. Why Customer Satisfaction Surveys Matter Customer satisfaction surveys allow eCommerce businesses to gather direct feedback from the most critical source—your customers. Here’s why they’re crucial for improving the customer experience: Understand Customer Needs and Pain Points Surveys provide a direct window into your customers’ thoughts. They can help you uncover what’s