Tuesday, December 04, 2018
Customer satisfaction measurement, what are the trends for 2019?
SatisFactory, the French Feedback Management specialist, has been working with you for 10 years, enabling you to collect all sources of feedback. This enables you to accurately monitor customer satisfaction at all key moments in the customer journey.
To help you measure customer satisfaction, our experts are constantly updating their skills to offer you a service that's always at the cutting edge of industry developments. In 2019, launching a feedback management project for your brand could have a major impact on your operations. We offer you an innovative feedback management solution that is open to its ecosystem.
Measuring customer satisfaction: trends for 2019
Nearly 60% of companies measure their customer satisfaction - which means it's of vital importance to most businesses. And in order to optimize it, you need to give yourself the means to do so. SatisFactory offers you a wide range of tools for measuring and maximizing customer satisfaction: customer journey monitoring, satisfaction survey questions, dealing with dissatisfied customers... For 2019, trends in customer experience relate even more to the use of new technologies.
The analysis of the customer's purchasing path, from the pre-sales to the after-sales phases, using dedicated software, enables us to shorten and simplify the customer journey. The idea is to make the customer's experience as easy as possible by optimizing each point of the customer journey. Satisfactory enables you to measure customer satisfaction and draw on a solid data base. You can then provide users with facilitating tools such as a 24/7 response service via a chatbot or a dynamic FAQ, for example.
Artificial intelligence and value-added software will play an increasingly important role in the implementation of your customer journey. These will enable you to improve performance - in combination with human resources, which remain a priority for personalizing the customer experience and providing local service. CRM software and market research questionnaires remain essential tools for getting to know your customers better.
Measuring customer satisfaction: Adapting to new uses
Consumer practices are evolving ever more rapidly. Measuring customer satisfaction therefore requires reactivity, through the use of state-of-the-art software, for example. These must be able to evolve to take account of new usages: users' quest for autonomy, the growing importance of multi-channel customer experience, and the use of new functionalities via cell phones. Many interactions are now automated, and the wealth of information this represents should not be overlooked. Implementing chatbots still represents a solid trend for 2019.
Finally, if we look further into the future of feedback management, these different trends will continue to strengthen. Artificial intelligence is likely to play an increasingly important role in measuring customer satisfaction. Similarly, neuromarketing and virtual reality could well help advertisers to get to know their customers even better.
