Does your company listen to what users are feeling? This can make or break your success. Learn here about examples of customer satisfaction and learn how to get real-time feedback from your customers and collaborators.
The way a company approaches customer satisfaction can make or break a business. That’s right, there’s no middle ground.
How can you keep your loyal consumers happy if you don’t know what they think about your brand?
Customer satisfaction is crucial to the success of your business. It doesn’t matter how innovative your products are or how competitive your prices are; If your customers are ultimately dissatisfied, they will leave.
Customer experience should be your No. 1 priority for the remainder of 2022: 86% of shoppers are willing to pay more for a great customer experience.
There is an undeniable truth and that is that as your business grows, your employees lose direct contact with customers.
This shift leads some companies to completely disconnect from what users think, feel, and want: they gradually lose loyal customers.
Of course you don’t want to live that scenario, so let’s see: what exactly does “customer satisfaction” mean? Why is it so important and what can you do to improve it?
Start!
What exactly does “customer satisfaction” mean?
Customer satisfaction means, in a clear and concise way, how happy customers are with the products, services, and experiences they receive from the brand they interact with.
Marketers use customer satisfaction surveys to assess whether the company has met consumer expectations.
It is then a measure that shows how people feel when interacting with a brand, and can be influenced by various factors such as:
- What value the products or services bring to them
- How they perceive the quality of those products and services
- How easily they receive what a brand has to offer
- How well they are communicating with them during a purchase
- How they evaluate the instances to process doubts or complaints.
How will you know what’s making your consumers unhappy if you don’t measure customer satisfaction regularly? (Even in the most critical moments.)
Measuring customer satisfaction should be an ongoing process, as consumer satisfaction levels can vary significantly.
For example, just because a new customer is delighted with their first shopping experience doesn’t mean they can’t be disappointed with the next one, in case they don’t find your loyalty program as rewarding as a loyal customer is.
The needs and expectations of users change over time, so it is necessary to analyze them frequently, especially in those very important moments when there is a direct interaction between customer and brand.
If you want to get even more inspiration from these ideas so you can apply them to your business, here are 3 examples of customer satisfaction .
Why is customer satisfaction so important?
Measuring happiness in your consumers will help you predict your customers’ future behaviors.
By regularly monitoring user satisfaction, it is possible to optimize their experiences and influence behaviors through positive perceptions.
Analyzing the degree of satisfaction also helps assess the health of a company and boosts the likelihood that it will generate sustainable growth over time.
Successful startups already know this, and that’s why more and more businesses today are doing everything in their power to deliver great customer experiences.
Every interaction that allows you to collect honest comments and ratings in relation to the brand is valued. And, most importantly, you act on that data obtained to proactively work on customer satisfaction.
According to According to Edelman , 81% of consumers say brand trust is a deciding factor in their purchasing decisions. There’s only one way to build a trustworthy bond: by listening to what they have to say.
Measuring customer satisfaction plays a critical role in identifying issues that we might have ignored without direct feedback from users.
Saving a relationship with a customer even after an unsatisfactory experience is possible; Even if it starts as a negative experience, it can transform into a positive one with an efficient customer service process.
But the vast majority of bad consumer experiences won’t reach your ears unless you do something about it: you can’t fix what you don’t know is broken.
Let’s take a look at what alternatives you have to stay on top of how customers perceive their experiences with your brand.
Ways to Measure Customer Satisfaction
All customer satisfaction metrics are captured using customer satisfaction surveys.
It is important to note that in order to generate a customer satisfaction survey report, there are different ways to measure the degrees of satisfaction that users may experience. Each business should apply whatever its “ideal” model is.
The most popular customer satisfaction metrics are:
- Customer Satisfaction Score (CSAT)
- Customer Effort Score (CES)
- Net Promoter Score (NPS).
Customer Satisfaction Score (CSAT) and Customer Satisfaction
CSAT helps measure the level of satisfaction after a customer’s most recent experience with a product or service.
Measuring CSAT involves using a scale, usually five-point, where 1 will be “very dissatisfied” and 5 “very satisfied.”
The CSAT percentage is calculated by taking the total number of satisfied customers and dividing it by the total number of responses. If your CSAT rating is low, at 15% for example, most of your customers aren’t satisfied with your brand.
Customer Effort Score (CES) and Customer Satisfaction
CES helps measure how easily a customer takes the action they really want to take during an interaction with a particular brand.
Customers can rate different actions, such as: placing a new order, using value of products or services, returning a product, receiving an answer to a question addressed to customer service teams, etc.
The customer effort score is calculated by subtracting the number of negative responses from the positive responses.
Net Promoter Score (NPS) and Customer Satisfaction
NPS helps measure how likely your customers are to recommend your brand, products, or services to acquaintances, friends, and family.
NPS offers valuable insights into future customer behavior, being one of the most important performance indicators in ecommerce.
The Net Promoter Score uses a scale of 0 to 10, where 0 is the lowest and 10 is the highest. NPS is calculated as the difference between the percentage of promoters and the percentage of detractors.
The secret behind designing effective customer satisfaction surveys lies in mixing quantitative questions with qualitative questions, in a planned fashion.
Do you want to go beyond what a scale of 1 to 5 or 0 to 10 reflects? Your employees are the key to capturing customers’ fresh emotions.
They can accomplish this by creating short, clever questions at the right time. Only then will you be able to enhance your indicators to measure the loyalty of your customers .
Real-time feedback from your customers and collaborators
Multiple factors influence how satisfied customers can be in interacting with your business.
Some will be primarily interested in the quality of your products and services, willing to pay more even if they deem it necessary.
Others may be looking for more than just quality products and services, and what really drives them is a sense of belonging to a type of community.
Whatever the interest or motivation, the trick to measuring customer satisfaction is to collect feedback and ratings on a regular basis, at key moments in direct interaction.
That regular collection allows you to stay connected to how customers perceive their experiences, making it possible to ensure that you always keep existing customers happy and loyal.
And the same goes for your employees: you need to listen to what they feel and think about your company, without bias. The first step to a good customer experience is to have a motivated team.
Global Metrics allows you to collect information directly from customers in store. In addition to working with real-time metrics, you can also count on alarm systems to learn about negative experiences.
Your customers and collaborators are waiting to give you the information you need to innovate and improve. Give them that chance!
If you need more information on how to get direct, regular, and real-time feedback, go to https://globalmetrics.io/contacto/
Get a real picture of what’s going on in the trenches of your business: it’s time for you to do more than just read examples of customer satisfaction.
