There’s no sugarcoating the fact that achieving and maintaining product/market fit is a constant struggle. And it doesn’t matter what stage of growth you’re in – no startup lucks into PMF, and no enterprise holds onto it forever.

To support you in making your product experience a cornerstone of your brand along with your customer and employee experience, we’re thrilled to announce the newest survey template to our lineup: Product/Market Fit (PMF) surveys. 

Also known as the “Sean Ellis test,” PMF surveys ask users a simple question:

“How would you feel if you could no longer use [product]?”

Customers answer on a 3-point negative scale. The more people who answer “Very disappointed,” the stickier your product is, and the closer you are to product/market fit.

Delighted PMF surveys are not the magic bullet to achieving product/market fit, but they will make the journey that much easier – the Delighted way.

At the end of the day, do your employees feel a sense of pride in the work they’ve accomplished? Do they feel motivated to reopen their laptops the next day to keep pursuing and achieving their goals? Do they feel productive, valued, and recognized for their contributions?

The answers to these questions reveal how satisfied your employees are. And while you want to understand what makes each of your employees happy and motivated, it’s also critical that you understand the overall level of satisfaction your employees feel at work, too. 

Guest contribution by Benjamin Granger, Head of EX Advisory Services I Adjunct Faculty at the Qualtrics XM Institute.

Employee surveys are some of the most effective ways to understand employee attitudes, beliefs, and feelings.

That’s why it’s critical to understand the structure of employee surveys and how to create impactful ones for your organization. 

Guest contribution by Christopher Beck, Product Manager at MediaMath

Simply put, product/market fit is the ability of a product to satisfy the needs of a good market. 

For example, Uber and Lyft can fit the needs of people who want an easily accessible method of transportation on demand. These are users who do not have the patience to call up a cab company and wait for them to find a driver in your area – these users also may not want human interaction.

The failure of a product to understand consumers and the external factors that affect their decisions is a failure to find the right product/market fit. If there is no market for your product or if the market demand isn’t strong enough, it’s effectively dead in the water: no one will use it, and even worse, no one will pay for it.

Guest contribution by Benjamin Granger, Head of EX Advisory Services I Adjunct Faculty at the Qualtrics XM Institute.

In a world where buzzwords seem to fluctuate daily, employee engagement remains one of the hottest topics in HR after over two decades in the spotlight. And there’s a good reason for that.

What is employee engagement? 

Engagement is an attitude that employees form about their organization and their work. 

It’s no secret that Net Promoter Score (NPS) is a leading customer experience metric, used by hundreds of businesses around the world to measure customer loyalty and brand perception. Quick-to-implement and easy-to-analyze, NPS is the gold standard for tracking and acting on feedback – and at Delighted, we know it well.

That’s why we thought it was time to dive into the world of employee experience and use the same NPS logic towards bridging experience gaps, internally.

We’re excited to introduce a powerful new metric available to all Delighted users: Employee Net Promoter Score (eNPS) surveys.

Guest contribution by Dmytro Zaichenko Marketing Specialist at Mailtrap

Many companies ask their customers for feedback with email surveys, often after a product has been received or a service has been completed. Ideally, your customers see your request, open the email survey, and provide their feedback.

Though the flow sounds simple enough, in practice, there are many nuanced approaches you can try to get your customer to open the email in the first place. Most important of all is the email survey subject line. Let’s go over 7 proven strategies for crafting email survey subject lines to increase your open and survey completion rates.

Email survey subject line importance

The email subject line is the second-most critical influencer of email open rates. For email surveys, it’s arguably the most important factor you continually refine over time.

Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. 

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed. However, this decrease in spending did not affect all retailers equally. 

Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. 

The key to building product roadmaps is through customer listening. As Delighted experts, we knew we had to practice what we preach and continuously gather real-time feedback from you, the customer, on what you wanted next for an integration refresh.

That’s why we’re thrilled to announce our newest integration update inspired by customer requests: Salesforce V2. 

Each Delighted iOS App update makes it easier than ever to keep track of how customers feel about your product, service, or overall brand.

With our latest release, you’ll be able to monitor all the latest feedback for the Trends you’ve created in your Delighted Dashboard.

Download the Delighted App today

We sat down with Ellie Peterson, from the Delighted Customer Concierge team, to learn how Delighted’s CX experts utilize the platform for enhancing their own product and feedback program.

Tell us about your role at Delighted.

My name is Ellie Peterson and I’m a member of our Customer Concierge team. 

Our team offers white-glove service to all Delighted customers. We assist with everything from technical support and troubleshooting to programmatic best practices. Every day, we help our customers amplify the voices of their own customers through the Delighted CX program.

It’s a term that gets thrown around a lot these days, but “customer loyalty” has never been more important. If you want to build a business that’s sustainable – not just a flash-in-the-pan success – you have to prioritize the long-term loyalty of your customers. 

The significance of customer loyalty

It’s easy to get caught up in sales and onboarding new customers that you forget about the importance of retaining them. However, at the end of the day, customer loyalty is arguably the most important metric to pay attention to. 

When it comes to sending Net Promoter Score (NPS) surveys, timing is everything. Selecting the precise time to solicit feedback from your customers can have a huge impact on both the quality and quantity of the responses you receive. If you send your NPS survey too early, your customers may not have a full story to tell. If you survey too late, you could lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time.

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES).

So, which is best for you?

While NPS, CSAT, and CES all garner feedback about how a customer feels about your company, products, and services, there are nuances that make one better than the other depending on your use case and business goals.

Guest contribution by Christopher Beck, Product Manager at MediaMath

For many product managers, customer feedback is the key to making a product successful. This is why carefully structuring and selecting the product survey questions you ask your customers is so important.

Great product managers avoid failed products and stay ahead of changing attitudes by actively engaging their target audience in honest discussion. The most valuable product feedback comes from clear questions, carefully structured scenarios, and making the most of your time with the customer. 

Here are the top 10 product survey and interview questions to gather customer feedback and measure customer sentiment towards your product.