It takes constant effort to maintain high customer satisfaction levels. As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to old ones is key to understanding the drive toward tracking customer satisfaction. As such, customer surveys are not just means of gathering information from your clients once in a while. They are a tool that can be used to generate, and maintain customer loyalty.
Customer satisfaction measurement system helps you to understand your actual customers’ opinions and to determine problematic locations where it is needed to improve customer experience and increase loyalty to your brand, services or products. Learning what your customers think about your products, services and brand are essential to any business. Only by doing so can they hold on to the customers they have and understand how to better attract new customers.
Your customer survey system gives you the opportunity to:
- Make sure a customer is happy to remain a customer and give you repeat business;
- Make sure a customer has no obstacle to recommending you;
- Collect reviews as evidence of satisfied customers, which you can use to attract new customers;
- Keep your whole team in tune with the needs of customers;
- Improve your processes to give better service at lower cost.
This contributes to better financial performance, both short and long term.
So, you’re looking for a survey tool that:
- has short, customer-friendly surveys that are a snap to complete and make you look good;
- includes features to help your team collaborate and follow up quickly on the feedback so that as you measure satisfaction, customer by customer, you can improve their experience – customer by customer;
- lets you share the feedback easily amongst your team, so that every gets a boost from the praise, or can learn exactly what needs to be done differently;
- has analysis capabilities to help you identify recurring problems and trends;
Another important point is for the survey system to provide the customer satisfaction report in real-time, as it is crucial for management to identify the area for improvement. With guidance from management, employees proceed to make changes that will help to switch unhappy customers to happy customers.
High customer satisfaction ratings can have powerful effects in the form of reduced negative word of mouth and increase in the number of loyal customers. In an era of high competition and expectations, customer satisfaction surveys are essential tools in gaining insight about the customer satisfaction levels.
Along with customer satisfaction, revenue climbs higher, driven by improved retention and happier customers.