“We make your satisfaction our priority”, this sentence is the credo of many entrepreneurs and it is rightly that measuring customer satisfaction has become, today, the major concern of companies. But, do you really know what this expression means? Are you still adopting good practices to improve your satisfaction rate? In this article, we tell you everything you need to know how to take care of your new customers.
What Do We Mean by Customer Satisfaction?
Customer satisfaction is a measurement tool, generally a survey, that is used to find out if a customer is satisfied with a service or if they are happy with the product they are using. It can also be the ability of a Hong Kong Email List business to properly handle a customer request.
During this survey, the consumer or customer can give, on a scale of 5 to 10 points, their level of satisfaction during their interaction with the support or their purchasing journey . The latter can choose different levels of satisfaction such as “satisfied”, “very satisfied” or “not at all satisfied”.
From a global perspective, customer satisfaction is how a customer interacts with your brand. This feeling, whether positive or negative, is therefore measured using satisfaction surveys carried out online or in the field.
How Important Is Customer Satisfaction?
Every business that makes customer satisfaction a priority is predisposed to be successful and grow their bottom line. Entrepreneurs have understood this well. Indeed, a study found that 55% of customers are willing to spend more money if they are satisfied with all the services offered by a company. Placing customer expectations at the heart of decisions is a guarantee of profitability and increased sales volume.
What’s more, by taking care to measure customer satisfaction, you can avoid negative comments that may dissuade other new customers from buying. If you are unable to identify happy customers due to a lack of a satisfaction survey, there is a good chance that your business is not growing well. Indeed, the more quickly you detect a satisfied customer, the more you will be able to re-solicit them by mailing or special operations so that they consume again and therefore increase your turnover.
Moreover, experience has shown that companies experiencing strong growth today are always committed to satisfying their customers. Over the years, it has also been observed that these companies have a strong propensity to prosper, and this, due to effective word of mouth. A happy customer is free advertising, which will cost the business little, but pay off big.
Measuring Customer Satisfaction
Measuring customer satisfaction also makes it possible to work proactively, to better measure customer needs and therefore to be alert on their priorities. In fact, customer satisfaction isn’t just about rating customer support. This service improves the performance of other services by providing them with useful consumer information. This information is used to optimize the customer experience and results in the cyclical increase in satisfaction.
As marketers, customer satisfaction helps you attract new prospects. According to a study, 71% of consumers finalize their purchases after having read or heard a positive review about the company. Customer testimonials therefore remain a factor that marketers must rely on to collect more prospects.