Tuesday, March 08, 2016
Company: Why measure customer satisfaction?
Visit customer satisfactionCustomer satisfaction is central to the success of your business. However, it can sometimes be difficult to assess and analyze.
With SatisFactory, find out why it's so important to measure your customers' satisfaction, and how our solution can support you in this feedback management process.
Why measure customer satisfaction?
Customer satisfaction is a key strategic factor, and one not to be neglected. No matter what market you're in, your product or service will be competing with others.
Differentiation from other market players has therefore become essential, if not vital. It's a proven fact that performance improvement is linked to customer satisfaction. Conversely, dissatisfaction leads to customer erosion.
So it's vital to build customer loyalty so that your customers will continue to place their trust in you for as long as possible. Indeed, a satisfied customer will be more inclined to increase the volume of his purchases, for example.
Knowing how satisfied your customers are gives you a real advantage, and enables you to better manage your business. Knowing your customers' satisfaction and dissatisfaction will enable you to adjust and implement corrective actions.
In this way, you'll improve your skills and reduce the weak points that can damage your business.
Customer satisfaction scale: how to measure it?
Numerous methods exist for measuring customer satisfaction and drawing conclusions.
To begin with, the Net Promoter Score (NPS), the leading indicator of customer satisfaction, mainly consists of giving a score from 1 to 10, corresponding to your ability to recommend a company, service or product to your friends and family. A relatively reliable indicator: we are always more concerned by recommendations from our friends and family.
For your satisfaction survey, you can also use the Customer Satisfaction Score. The most widely used indicator to date, it takes the form of a questionnaire with five possible answers: not at all satisfied / not satisfied / neutral / satisfied / very satisfied.
Finally, you can use the Customer Effort Score for your customer satisfaction evaluation. This enables you to evaluate, on a scale from 1 to 5, the level of effort you had to put in to achieve customer satisfaction. An interesting indicator, since it focuses primarily on the consumer's efforts.
Our customer satisfaction evaluation solution
To guarantee customer satisfaction, SatisFactory offers a complete feedback management solution with a wide range of functions.
Fully customizable dashboards to highlight the indicators that matter to your business.
An automated notification system, so you can keep abreast of any dissatisfaction and take prompt corrective action.
With an approach covering all sectors of activity, we can intervene at different stages of your projects to find new areas for improvement.
Would you like to implement a feedback management solution for your business? Don't hesitate to contact our teams by email at contact@satisfactory.fr.
We'll support you in all your customer satisfaction projects.
