How to Measure Customer Satisfaction
Getting recognition and positive feedback for what you do is essential for keeping your business afloat, growing your brand, and getting more customers. Also, it just feels great.
Customer satisfaction is key to running a profitable business because it almost guarantees you’ll have returning business and receive new customers through word of mouth recommendations, which is still considered to have the highest conversion rate.
But how do you measure the satisfaction of your customers? How do you know if people really like your products or enjoy your service? There’s no single best method to measure customer satisfaction. However, applying a few different methods will give you the much-needed insight to improve your business and focus on growth.
Communicate with Your Customers Through Various Channels
We live in an age where, besides personal recommendations, people rely on online reviews, apps, and social media to find out whether they want to use a particular service or buy a specific product. You can use this to your advantage when trying to measure customer experience.
Before diving deep into the world of online reviews, prepare yourself for some harsh criticism. Bad reviews are simply the reality of the internet. It’s easier for a customer to share his negative experience online, justified, or not. Although reading bad reviews is far from a pleasurable experience, there’s something to learn from them. Focus on those that are constructive criticism and point out flaws in your business. As an owner, there’s a chance you’re not aware of some of the smaller problems that plague your company, and these online reviews might just point them out.
On top of that, you could go out of your way to resolve the issue, converting a frustrated customer into one of your most loyal fans.
And then there are all the positive comments you’ll find. There’s no shame in reveling in your success, but we suggest you use those reviews to find out what your customers really like about your business.
Conduct a Survey
If you’re looking to extract specific data, surveys are the way to go. Conducting surveys can give you valuable feedback on various topics, such as:
- How likely are customers to recommend your products to their friends?
- How would they rate their experience with your brand?
- How easy it was for customers to interact with your service or product?
Now, there are a few ways you could go about conducting your survey. First and foremost, come up with a few key questions with yes or no answers. Another thing you could do is write statements with survey response scales. The response options should begin with “Strongly Disagree” through “Neutral” and end with” Strongly Agree.” Collect all the answers and count the average.
If you’re worried your customers won’t take the time to fill out your poll, do what the big companies do. For instance, Starbucks gave out free drinks for every customer that completed their survey online. As a small business, you might not have the resources to give out free products, but a small incentive will go a long way and won’t hurt your bank.
Another way you could collect valuable data is by phone. Trough high-quality outsourcing services, you could get all the information you need, saving you both time and money.
Short Q&A Can Help You Understand Expectations
If surveys and advanced customer satisfaction metrics are not your thing, a short Q&A might give you some insight into what you’re doing right and what you’re doing wrong. These questions should be short and on point so that your staff can ask them while interacting with your customers.
The goal of this Q&A is to get straightforward information on what your customers expect from you in terms of your service, products, staff, and so on. It’s a plain and simple approach that eliminates guesswork. Since it’s usually done face-to-face or via phone (contrary to surveys which can be conducted online), the customer might go out his way to praise your business or an individual staff member who’s been performing well. So Q&A’s are great not just for measuring customer satisfaction, but also gain insight into your staff performance. Unfortunately, the information you get from Q&A’s is very limited, so it’s not recommended as a sole method for measuring the overall satisfaction of your customers.
These were a few ways of measuring customer loyalty, as mentioned before, combining them all together will probably yield the best results. For more tips on how to gain lead a successful business, improve your profits, and gain an edge over your competition, make sure to keep up with our blog. Also, our benefits page is full of information that can help you streamline your company, so make sure to check that out as well.