Customer satisfaction can be described as an extent to which the customer feels satisfied with the product/service. It lets you know the perceived performance and expectations of the customer in relation to a product/service. Customer satisfaction is a part of customer experience and is vital for the sustenance and growth of the business. Customer satisfaction is a reflection of how a customer feels while interacting with the brands. Businesses quantify customer satisfaction by using a customer satisfaction tool In this article, we would discuss, how to measure customer satisfaction and its prominence to businesses.
Customer Satisfaction Survey for Accurate Measure of Customer Satisfaction
Customer satisfaction surveys are an ideal and standard means to measure customer happiness. There are primarily three variations of customer satisfaction surveys that include: In-app surveys, Post-service surveys, and Email surveys.
In-app Surveys: It involves embedded surveys within the app with one or two questions. The surveys are an effective means to measure standard customer metrics such as NPS (Net Promoter Score), CSAT (customer satisfaction) surveys, etc. This method has higher response rates and keeps the customers engaged.
Post-Service Surveys: This type of surveys captures customers opinion right after offering a service. You can ask for the feedback right after product delivery or the service. You can send the surveys via Email or SMS to the customers so that they can fill the survey in their free time.
Email Surveys: Email surveys offer a good means to capture in-depth customer happiness. Even though these surveys have lower response rates, they offer the customer with multiple questions to answer.
The Prominence of Customer Satisfaction to a Business
Customer satisfaction is extremely important for businesses. It not only helps to engage and retain old customers but also brings in the new customers. Hence, it is important for businesses/organisations to constantly interact with the customers to reduce churn and enhance customer satisfaction. Businesses can employ a customer satisfaction tool & app
to get a measure of customer satisfaction. In today’s fast-paced environment where positive/negative news takes only a few seconds to spread on, it is even more important to keep a close watch on customer satisfaction all the time. It might have taken years of hard work to gain reputation and build a brand, but it takes only a fraction of seconds to damage the reputation with one bad move. Let’s have a glimpse at the prominence of customer satisfaction to the businesses.- Loyal Customers are a Treasure to the Business
As per the research, it is much expensive to acquire a new customer than to retain old customers. Unless a customer is satisfied with the business, he may not stay loyal to it. Loyal customers form the source of recurring visits and aids businesses in revenue generation. Banks and mobile providers are well aware of this concept and lure customers with attractive offers and discounts to retain customers.
- Customer Satisfaction Reflects in the Revenue
A happy and satisfied customer is more likely to visit the business again and leads to revenue generation in the long run. So, there would be more repeat transactions and thereby more revenue. Happy customers won’t even look at the competitors and are much happy to purchase the product again or refer it to a friend/colleague.
- Customer Satisfaction Helps Businesses to Stay afloat in the Competition
Businesses must stay well ahead of their competitors in order to be successful. Your competitors are always looking to cash in on one wrong move. So, it is very much necessary to stay vigilant all the time and adopt measures to address the negative backlash. An Amazing customer service helps overcome the uncertainties that are associated with the service.
- Customers Can Change Brands in the Blink of an Eye
It is not an overstatement to say that customers tend to quickly shift brands when they are unsatisfied with the customer service. So, it is vital to ensure that customer satisfaction stays on top all the time. You can make use of a customer satisfaction app to monitor customer satisfaction levels from time to time. Businesses must take necessary measures to keep the customers engaged by sending personalized messages, targeted website surveys, email surveys and so on. If the brands take customers for granted, they are sure to vanish in no time.
- Great Customer Experience Makes for an Excellent Marketing Campaign
A satisfied customer is more likely to leave a positive comment or review on the social media sites. You can leverage the positive customer feedback in the marketing and promotional campaigns. Apart from interacting with social media posts, a satisfied customer is more likely to share your posts across various platforms. The businesses can use positive feedback as part of any case studies or success stories.