Tuesday May 12, 2020
How can you easily connect your various customer satisfaction measurements?
As your business turns, you're probably wondering how your products or services are received by your customers, and you're absolutely right.
Indeed, these days, customer satisfaction must be an integral part of a company's overall strategy, at the risk of losing sight of what's essential: your offer must satisfy your customers.
You have various tools for measuring customer satisfaction. But how can you easily connect all these tools together? SatisFactory, experts in customer satisfaction and feedback management, give you a few tips.
Why measure customer satisfaction?
Indeed, the first question to ask before embarking on a feedback management strategy is why measure customer satisfaction at all.
First of all, on a macroscopic scale: how is it useful for your company? Knowing the level of customer satisfaction will simply enable you to take an outside look at your offering, and identify problems and areas for improvement that your teams (R&D, marketing, after-sales, etc.) can work on.
On a smaller scale, you need to keep in mind what you're trying to achieve with your customer satisfaction strategy: is it a new packaging to evaluate? A missing feature to identify?
Asking your customers questions will enable you to confirm or deny potential improvements or changes.
How do you measure customer satisfaction?
Customer satisfaction can be measured in a variety of ways, both in terms of form and content.
In terms of content, you must be careful not to make your questionnaire too long, or you risk losing the customer along the way. Then, as we've said, depending on your objectives, you'll have a range ofcustomer satisfaction indicators to choose from (satisfaction rate, Net Promoter Score, etc.).
As for the form, here too you have a choice: you can use traditional channels (emailing or telephone) or conduct in-store interviews or online surveys.
As you can see, the possibilities are endless.
How do you connect all your customer satisfaction measurements?
Collecting data is one thing; aggregating and analyzing it is quite another. As we've just said, the variety of questions, indicators and media can make all this even more complex.
That's why companies like SatisFactory offer feedback management solutions. These tools enable you to centralize insights and key indicators of your customer satisfaction.
And to top it all off, with Satisfactory you can even benefit from upstream support for the implementation of your entire customer satisfaction strategy.
