Products

SurveyMonkey is built to handle every use case and need. Explore our product to learn how SurveyMonkey can work for you.

Get data-driven insights from a global leader in online surveys.

Integrate with 100+ apps and plug-ins to get more done.

Build and customize online forms to collect info and payments.

Create better surveys and spot insights quickly with built-in AI.

Purpose-built solutions for all of your market research needs.

Templates

Measure customer satisfaction and loyalty for your business.

Learn what makes customers happy and turn them into advocates.

Get actionable insights to improve the user experience.

Collect contact information from prospects, invitees, and more.

Easily collect and track RSVPs for your next event.

Find out what attendees want so that you can improve your next event.

Uncover insights to boost engagement and drive better results.

Get feedback from your attendees so you can run better meetings.

Use peer feedback to help improve employee performance.

Create better courses and improve teaching methods.

Learn how students rate the course material and its presentation.

Find out what your customers think about your new product ideas.

Resources

Best practices for using surveys and survey data

Our blog about surveys, tips for business, and more.

Tutorials and how to guides for using SurveyMonkey.

How top brands drive growth with SurveyMonkey.

Contact SalesLog in
Contact SalesLog in

Learn how investing in customer care builds loyalty, and explore strategies to implement an effective customer care program for CX success.

Man holding a computer with customer experience graphics surrounding him

How much are you investing in your current customers? Our research reveals that customer experience (CX) professionals say their number one priority is improving customer retention (43%), followed closely by boosting customer loyalty (41%). 

Because many CX teams focus on improving customer loyalty and retention, you need to stand out. One way is with a solid customer care program, which sounds like a big investment. But it really takes getting all your employees to adopt a customer-focused mindset. 

Here’s how you can make it work for your business.

Customer care is the process of building positive emotional connections with customers through consistently respectful, empathetic interactions. 

Customer care is a facet of your overall customer experience program. It includes how people are treated when they interact with your company and brand. From the pre-purchase steps to buying products to after they become a customer and beyond, everything comes down to customer care. 

A company that invests heavily in customer care makes its customers feel valued, considered, and heard. 

Good customer care, or a customer care program, happens during any part of the customer experience: before, during, and after a purchase.

Customer service is any support that your business offers to its customers. Customer service agents should be able to support your customers both before and after they buy your products or partner with your services.

Customer service is an important part of your customer experience strategy. Just because it’s not the same as customer care doesn’t mean it’s not vital. It’s how your customers get support with their most basic needs and issues, like instructions for setting up their new software or replacing a broken part in a product. 

Great customer service means resolving issues quickly and effectively for the vast majority of your customers.

Customer experience represents the full extent of a customer's interactions with your business. It covers every single touchpoint and extends across the entire customer journey.

Your customer experience strategy should account for both customer service and customer care to be maximally effective. They work together to increase customer satisfaction and loyalty, but they do so in different and complementary ways.

customer service agent raising hands

Customer care and customer service might just seem like different terms to describe the same thing—taking care of customers when they need you. But they’re actually separate concepts, though they do work together to create your overall customer experience

  • Customer service definition: When a business responds to requests for advice, answers, or solutions to certain issues that a customer has with a service or product. Customer service teams will use internal metrics to determine the efficiency of their agents.
  • Customer care definition: When a business creates an organization-wide culture that focuses on enhancing customer relationships with thoughtful, detail-oriented, and streamlined client communication. Customer care encompasses the entire customer journey. 

In customer care, you build a personal and emotional connection with the people who interact with your business. In customer service, you provide assistance or advice to customers who need help. Customer care isn’t as easy to quantify as customer service, and it’s more personalized. 

Customer careCustomer serviceCustomer experience
DefinitionPersonalized interactions over the customer journey help a customer build a relationship with your brand.Solving issues or answering requests that customers may have when scoping out or using your products.The overall customer journey and how you interact with customers across individual touchpoints.
FocusCompanies focus on building up a positive and lasting relationship with customers. Companies focus on creating easy ways for customers to solve their issues or get help.Companies focus on creating a streamlined, pleasant, and positive customer experience.
Measured byCustomer loyalty, satisfaction, and retention rates.Customer satisfaction scores (CSAT), problem resolution time, customer service feedback.Net Promoter Score, Customer Satisfaction (CSAT), Customer Effort Score (CES).

Now more than ever, customers have seemingly limitless choices on where to shop. With more options than they can count, the only businesses they’ll stick with are ones that treat them right.

According to SurveyMonkey research, 91% of consumers are likely to recommend a company after a positive experience. When you implement customer care into all of your interactions, you ensure that your customers have a pleasant experience with your business.

Providing excellent customer care is your chance to differentiate your brand and increase customer satisfaction, loyalty, and retention.

When businesses decide to invest in customer care programs, they begin to actively improve the customer experience they offer. 

Based on SurveyMonkey research, customer experience teams prove ROI in several ways:

  • 43% exhibit new growth
  • 42% show increased customer lifetime value
  • 41% focus on higher retention rates
  • 40% demonstrate lower customer acquisition costs

Customer care programs allow businesses to give customers the great experiences they deserve. Here are some of the leading benefits of customer care.

According to SurveyMonkey research, 81% of consumers say they’re likely to share a poor customer experience with friends or family. Without good customer care, you could be losing customers and feeling the effects of negative word of mouth. 

Fortunately, our same research revealed that 91% of consumers are likely to recommend a company after a positive experience with them. If you’re committed to great customer interactions, you could be building your customer base and keeping your current customers around.

If you want to boost employee engagement, build a customer-centric culture.