Saturday, January 27, 2018
Why assess customer satisfaction?
Today, measuring customer satisfaction has become a strategic tool for companies. In an increasingly competitive world, it has become essential for organizations to differentiate themselves, whether in terms of product, skills or, above all, customer service, all of which contribute to a higher or lower level of customer satisfaction.
In just a few points, we'll outline the benefits of a user satisfaction assessment or customer satisfaction survey, and the possible consequences of dissatisfaction.
Customer satisfaction evaluation: a factor not to be neglected
Failing to take customer satisfaction into account can have serious consequences for your organization's results and image. Indeed, we know that in the context of customer satisfaction, if 1 person is dissatisfied, he or she will tell 10 others, but today with social media, demonstrations of dissatisfaction can have even greater consequences.In the context of a user satisfaction assessment leading to a high level of dissatisfaction, an organization may fear :
- Loss of customers: Negative customer satisfaction inevitably means that the people concerned stop using or consuming the company's products or services.
- Damage to the organization's image: As we said earlier, an unhappy customer tells an average of 10 other people about his or her experience.
- Direct financial losses: A high dissatisfaction rate implies direct financial losses for a company. These are characterized by non-buying, complaint management and conflict costs.
- Indirect financial losses: These can be attributed, for example, to the time taken by employees to deal with dissatisfaction.
The benefits of measuring customer satisfaction
Knowing the level and elements of customer satisfaction represents a significant advantage for a company. For example, a user satisfaction assessment can be used to :
- Precise identification of needs: If customer satisfaction is assessed as part of a serious study, this gives the company a relatively precise idea of what these customers expect.
- Relevance of future actions: Knowing the customer satisfaction threshold enables the company to undertake and implement actions that best meet customer expectations. For example, when launching a new product.
- Targeted corrective action: A user satisfaction assessment helps to target areas for improvement, so that corrective action can be taken in a more targeted and effective way.
- Customer loyalty: Positive customer satisfaction leads to more effective customer loyalty.
Evaluating user satisfaction is an important element in guaranteeing the long-term viability of your organization, so you need to pay close attention to it. Our teams are at your disposal to support and advise you in the evaluation of customer satisfaction. If you have any questions, please use our contact form.
