The primary objective of any business is to achieve highest customer satisfaction rate because it is the key to envision business growth.Happy customers mean anunflinching growth while, disappointed customers with awful experience indica tea stagnant growth. In order to remain competitive in this complex marketing climate, companies have to focus on strengthening their customer experience. For this, it is essential to measure satisfaction rate. Before digging into the ways or metrics used to measure the customer satisfaction, it is important to understand why a company should measure it.
Reasons why companies should measure satisfaction rate
- Many organisations consistently track their levels of customer satisfact ion to monitor performance regularly and measure the impact of improvement methods applied.
- Customer satisfaction measurement allows businesses to understand issues or key drivers in-depth that are responsible for satisfaction or dissat is faction with a service or product experience.
- It also en ablesan organisation to understand the extent to which sat is faction with a service is compromised due to external factors that are beyond of its control.Simply put, customer satisfaction allows companies to understand what it can and cannot control.
All these aforementioned reasons imply that how much customer satisfaction level is important to a business. Now, it is the time to learn how customer satisfaction is measured.
Well, customers are an amazing source of information about how exactly products or services are being perceived and treated. This measurement involves gathering of data that yields information about how satisfied or dissatisfied customers are with a product/service.
According to First Financial Training Services, 96% of dissatisfied customers don’t complain, however 91% of those simply leave and never return back.
This is quite true thatmeasuring satisfaction rate is not as straightforward as measuring revenue streams or online visitors. There are however some great ways that can be applied to measure satisfaction rate efficiently.
Surveys to measure overall satisfaction rate: Customer surveys help companies to assess their customer experience with a particular product or service.It is a direct response to obtain quality based on the perceived needs and expectations that customers had. Overall customer satisfaction can be measured through a survey conducted from customers after they finished the purchase process. A company can conduct survey in various ways such as through emails, chats or over the phone.
Understand expectations: It is always a good approach to know what customers’expectations are. This understanding allows companies to offer them an enjoyable experience. So, make an effort to find out the customer expectations in terms of both services and products in order to ensure that business is meeting their needs efficiently.
Find out where business is lacking: If a business is failing to meet the customer expectations, then it is required to discover where the fault is. Do ponder about these scenarios: Are the products less than what is advertised among the audience? Are employees making false promises?Are agents in outsourced call centre services dispelling customer problems and not managing their complaints properly?Herein, business key personnel need to take a step back and reevaluate their management abilities. By learning how to manage employees in the workplace will undoubtedly have a positive impact on customer experience. Whatever the case is,companies should aware about where the lines of communications are breaking so that they can take appropriate steps to overcome these problems.
Analyse details:It doesn’t matter whether a customer is satisfied or not, the datashould be accurately assessed to check what is working and what is not. So, inquiries intomeasuring satisfaction level should involve more than just the overall experience. For complete assessment, businesses should need to determine the products or services that customers have purchased, what they preferred most or what they disliked about their sales interaction. Also,the assessment should include actual purchasecompared to customers’ expectations.
Figureout the competition:If a business doesn’t know why its customers outreaching counterparts, then it cannot keep up with the enhanced customer experience.So a survey should be conducted in which businesses should consider inviting customers to compare and contrast the features ofsimilar products or competing companies to figure out what sort of products they are offering in the market to attract customers’ attention.
These are the important metrics that businesses should follow to measure customer satisfaction. Choose best BPO companies to strengthen customer experience,which in turn support business growth.