The Impact of Customer SatisfactionBased on a survey, 52% of global respondents stated that businesses should take action on gathering customer feedback. Not only to improve their products but to build loyalty and better engagement. This is to ensure that the growth of the business is on the right track.
Credit: Customer ThermometerLearning how to measure customer feedback can provide any company with beneficial implications. In time, clients who gained consecutive positive experiences have better odds of becoming loyal to the brand as a whole. This is a critical fact, considering that a business would need to spend 6 to 7 times more resources on attracting new clients than keeping the current ones.
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6 Methods On How to Measure Customer SatisfactionEvery client will judge a product or a service based on personal taste. They will use emotional (affective) and rational (cognitive) reactions to analyze a product. But, they will also use behavioural intentions, like what are the odds of recommending or repurchasing the product. These are all vital components of what determines customer satisfaction. Take a look at the ways you can measure it.
1. Define All Research GoalsBefore you figure out how to measure customer satisfaction, you would need to establish adequate goals. Why do you need this data? What does it have to offer? The methods should be tailored towards the customer’s needs. [caption id="attachment_10233" align="alignnone" width="2000"] Team of young professionals discussion research objectives.[/caption] When measuring customer satisfaction, the methods used should be well-designed and relevant. Start with evaluating the company’s capabilities and brand, then focus on the actions that would garner the most results. Rely on the insight that will bridge the gap between multiple products or services from your competition. This can allow you to perfect your practice. Once you’ve determined the goals, it’s time to set up a plan. It could mean revamping your support systems, website navigation, streamline processes, or more. Whatever benefits the consumer in the long run.
2. Collect Data Through a SurveyCollecting data online is now easier than ever. What used to be a costly procedure with delay, is now stored in seconds. Businesses can use questions to see how happy their clients are with the service. They can ask about delivery, payment, process, or physical features of the product they bought. [caption id="attachment_10234" align="alignnone" width="2000"] analyzing statistics from customers survey[/caption] Including any other aspects that are related to the business. Those who don’t know how to measure customer feedback can rely on satisfaction surveys. They can take many forms, like live chat, e-mails, or in-app scores. Live chat surveys work through a pop-up after or before a transaction. Featuring only 1 to 2 questions, they are more than enough to assess the client’s thoughts. E-mail surveys come up after a transaction, once the customer has confirmed their e-mail and delivery. In-app surveys, however, require a bit more creativity. They use different metrics, like customer effort scores, to engage the audience and maintain their attention. What’s important is to do the surveys just right, not use them as an invasive campaign. What most companies do is underestimate the impact of a well-made survey. To create an effective pull, never assume that the client’s time is more valuable than yours. Keep the questions relevant, simple, and precise. Every sentence should be short and easy to read. Ask only clever questions, without insulting the intelligence of the consumer. Anything that’s irrelevant or vague will do more harm than good. Maintain transparent and consistent content that’s both professional and coherent.
3. Use Social MediaDid you know: 40% of clients who complain in social media expect a response in an hour. While 63% of consumers are happy with the response time on social media. Every social media platform provides real-time customer feedback. It is also an uncensored version of what the client thinks. Regular monitoring is here to establish a direct line of communication, and build trust with consumers. One of the key benefits of social media feedback in customer satisfaction in business solutions is that it is available 24/7. The platforms blend well with people’s daily activities, letting them feel more inclined to leave feedback.
4. Rely on Online CX Measurement ToolsCustomer Experience Measurement (CX) is the practice of measuring customer experience at all touchpoints along the customer journey. What you need is insight, suggestions, and useful information. Something you can’t get from your frontline agents. Predictive CX platforms are here to give companies a better opportunity at measuring and managing their CX performance. There are countless options online that can collect that valuable data. Some of the ways they can help are by providing:
- Free survey library – Each platform has ready-made templates with adequate surveys you can use to get questionnaires. You can customize the templates or make some edits to fit your needs.
- Role-based access – Companies can assign access to surveys according to the roles of their team members. The data collected is then sent to proper stakeholders. This is also a great method to protect important information that you collected over time.
- Customizable dashboard – Whether you want to use filters, labels, or charts, you can get that with these dashboards. You can then share them when they are ready. As a creative method, the dashboard has numerous benefits. It can also create a hefty impact.
- Detractor recovery – It is normal to have a couple of dissatisfied clients. But, to collect relevant data, it is crucial to do a follow-up with the dissatisfied consumers. Show them that you addressed their concerns and use different patterns to improve the product.
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