What is customer satisfaction? Issues, measurement and improvement
Posted: Sun Dec 22, 2024 6:09 am
This is an expression that we come across everywhere, as we shop, call our insurers, banks and public services: customer satisfaction occupies a significant part of our lives. From the impact of products to monitoring customer loyalty, here is an overview of the number one challenge for today's businesses.
Summary
The customer, at the center of the reflection
Today, the customer is king: thanks to digital tools and social networks, they can, with one click, give a rating, leave a review on the internet and participate in the success (or failure) of a product or service by philippine whatsapp number impacting its reputation. A concept that appeared in the 70s, it follows the Trente Glorieuses, this period of economic prosperity that saw the emergence of mass consumption and the democratization of many products. In a market increasingly marked by competition, companies wanted to build customer loyalty to ensure a constant market share. By relying on the purchasing experience, product quality and the importance of after-sales follow-up, companies are designing programs to follow customers, from prospecting to the end of the product's life. With the help of specialized researchers, companies are now doubling their ingenuity to make the purchasing process a success and encourage customers to return to buy from the same store and influence the purchasing behavior of other consumers by leaving reviews .
Measuring customer satisfaction
To determine how to measure customer satisfaction , the company must be able to rely on a simple principle: it is necessary to listen and collect the customer's opinion. For this, there is a battery of systems, from the online questionnaire, very classic and widely used, to the telephone survey allowing the customer to express themselves in more detail and to share their requests more precisely. Measuring the impact of a product or service is not always easy: in fact, most surveys fail to collect more than 15% of responses, which makes the process largely unrepresentative of the real experience of customers in relation to their purchases. Thus, it is essential to partner with competent companies that will be able, depending on the profile of your customers and the type of products sold, to provide suitable surveys and allow a fine measurement of loyalty.
Improving customer satisfaction: a duty of quality
Once the audit has been carried out, it will be necessary to take the time to analyze it in order to improve the satisfaction of your loyal customers as much as possible . The objective may vary depending on the company: increase in the quality of products and services, increase in loyalty, improvement of communication and brand image: all essential points that must be taken into account to create real loyalty among your customers.
Known to all, the concept of customer satisfaction must be resolutely at the heart of the company's development policy in order to offer the best possible experience in an increasingly competitive market.
Summary
The customer, at the center of the reflection
Today, the customer is king: thanks to digital tools and social networks, they can, with one click, give a rating, leave a review on the internet and participate in the success (or failure) of a product or service by philippine whatsapp number impacting its reputation. A concept that appeared in the 70s, it follows the Trente Glorieuses, this period of economic prosperity that saw the emergence of mass consumption and the democratization of many products. In a market increasingly marked by competition, companies wanted to build customer loyalty to ensure a constant market share. By relying on the purchasing experience, product quality and the importance of after-sales follow-up, companies are designing programs to follow customers, from prospecting to the end of the product's life. With the help of specialized researchers, companies are now doubling their ingenuity to make the purchasing process a success and encourage customers to return to buy from the same store and influence the purchasing behavior of other consumers by leaving reviews .
Measuring customer satisfaction
To determine how to measure customer satisfaction , the company must be able to rely on a simple principle: it is necessary to listen and collect the customer's opinion. For this, there is a battery of systems, from the online questionnaire, very classic and widely used, to the telephone survey allowing the customer to express themselves in more detail and to share their requests more precisely. Measuring the impact of a product or service is not always easy: in fact, most surveys fail to collect more than 15% of responses, which makes the process largely unrepresentative of the real experience of customers in relation to their purchases. Thus, it is essential to partner with competent companies that will be able, depending on the profile of your customers and the type of products sold, to provide suitable surveys and allow a fine measurement of loyalty.
Improving customer satisfaction: a duty of quality
Once the audit has been carried out, it will be necessary to take the time to analyze it in order to improve the satisfaction of your loyal customers as much as possible . The objective may vary depending on the company: increase in the quality of products and services, increase in loyalty, improvement of communication and brand image: all essential points that must be taken into account to create real loyalty among your customers.
Known to all, the concept of customer satisfaction must be resolutely at the heart of the company's development policy in order to offer the best possible experience in an increasingly competitive market.