Customer satisfaction rate - Issue and explanation

Highly valued in the business world, customer satisfaction is a key factor in enabling companies to adjust their actions. Depending on the results obtained from calculating the customer satisfaction rate, it will be possible to obtain more information about the products or services on offer, and whether they meet the public's expectations. Find out today from SatisFactory, your preferred feedback management partner, how and why customer satisfaction is a data item that needs to be studied and measured.

What is customer satisfaction and what is at stake?

Generally speaking, customer satisfaction encompasses all the means used to evaluate and measure the way in which the products or services offered by a company meet or exceed customer expectations. However, customer satisfaction is a subjective notion, meaning that it can differ for the same service depending on the experience and feelings of each individual customer.

It's also important to note that customer satisfaction scales can evolve over time, with expectations becoming more specific and precise. It should be noted that customer satisfaction is expressed in different dimensions: emotional, affective, cognitive and behavioral.

From the company's point of view, the customer satisfaction rate is an indicator that will enable it to improve its offering. Depending on the evaluation method used, you'll be able to get an overall picture of what customers think of your service. You can also carry out more precise satisfaction tests according to your needs. For example, to assess the quality of reception and service in your restaurant.

How to set up a customer satisfaction survey with SatisFactory?

As feedback management specialists, we support you in your projects to measure the satisfaction of your customer base and thus develop and improve your offering. We offer you an integrated solution for evaluating customer satisfaction.

A totally open system to which you can connect all your third-party feedback tools (CRM tools, social networks, collaborative tools, etc.). With all this data linked into a single system, you'll benefit from a comprehensive view of customer journeys that you can monitor at your leisure. What's more, our solution lets you create your own customized dashboards, so you can highlight the key indicators for calculating your customer satisfaction rate.

If you would like more information or assistance in assessing customer satisfaction with your offer, please contact the SatisFactory team on 01 75 77 27 20 or by e-mail at contact@satisfactory.fr. We'll get back to you as soon as possible to advise and support you in your feedback management strategy.