Wednesday, January 24, 2018
Customer satisfaction measurement - a business approach to success
Measuring customer satisfaction is an essential indicator for certain business sectors or specific professional activities.
Regular measurement of customer satisfaction is essential in sectors such as the hotel and banking industries, which are highly dependent on their image, and where user opinion is of great importance.
Hotel customer satisfaction and bank customer satisfaction have thus become essential tools for professionals to measure the image they convey.
You need to be aware of the weak points highlighted by customer satisfaction measurements, and be able to take corrective action.
This logic is also valid for assessing an organization's "human resource satisfaction", enabling it to remedy managerial or organizational weaknesses observed and pointed out by employees.
Customer satisfaction measurement: sector-specific
Nowadays, users or consumers play an increasingly important role in a company's image and reputation. Companies in the service sector are the main targets of the "Consum'Acteurs" phenomenon. Measuring customer satisfaction (hotel customer satisfaction, bank customer satisfaction, etc.) is therefore an essential tool for defining users' expectations and impressions.
Nevertheless, to be reliable, customer satisfaction measurement must be adapted to the constraints of each business sector and/or trade. To illustrate this, let's take the example of hotel customer satisfaction and bank customer satisfaction:
Hotel customer satisfaction: Hotel customer satisfaction evaluation criteria focus on the quality of services, welcome, cleanliness and other associated services.
Bank customer satisfaction: Customer satisfaction measurement will take into account notions of quality, advice, transparency of activity, availability of advisors, rates and fees charged.
Human resource satisfaction: Evaluating internal company satisfaction
Over time, human resource satisfaction, or internal satisfaction within an organization, has taken on increasing importance in managerial processes.
In fact, assessing human resource satisfaction enables us to identify any weak points in the company's management system, as well as any potential demotivating factors that employees may be expressing.
To find out more about our customer satisfaction measurement solutions, don't hesitate to contact the teams at SatisFactory, the customer loyalty specialist.
