For sure you’ve heard of the famous line “customer is always right.” This common phrase has been used too many times to those who need an avenue when they’re complaining on a certain service or product. Indeed, when you own a business, regardless of your beliefs on the said phrase, you always go for customers approval. As such, client satisfaction in the business world is vital to your company’s success!
The customers are the bloodline of the business. As important as the employees operating the organization daily, the customers are much more than them! Without the buying and patronizing market, your business cease to exist. If you haven’t noticed it yet, companies pay close attention to customer satisfaction rating to do more business and earn. The power of referrals can do so much for your business. Customer service ratings are often the benchmark that companies use to gauge how well their staff is trained, how happy and loyal their customers are, and how well the staff is meeting the needs of customers.
Improving Customer Satisfaction
Customer satisfaction, for years has been less of a concept and more of an event — you gave a customer a product or service, they paid you money, and everyone was satisfied with the result. And yet, for the past few decades it has morphed into something broader, more fluid, and much more elusive. To improve customer satisfaction, a business needs to improve customer service. More than price, more even than the quality of the product itself, it is excellence in customer service that differentiates one business from the next and builds loyalty. Here are some tips from our experts:
- Give customers reasons to stay, not reasons to leave
- Set clear expectations, and exceed them
- Tie KPIs directly to customer expectations
- Increase customer satisfaction by monitoring CSAT scores–and acting on them
- Be proactive and take the first step
- Get to know your customers online
If you’re looking for ways to improve your customer service satisfaction ratings, start thinking holistically; customer service is a comprehensive approach and philosophy that needs to start at the management level of a company and be applied across your training programs and the work environment.
Measuring Customer Satisfaction
The concept of customer happiness is complex and encompasses many different factors. It’s not as straightforward as measuring revenue or growth, though it definitely affects both of those metrics. No matter how you cut it, measuring customer satisfaction comes down to gathering customer feedback via surveys. To accurately gauge customer sentiment, we’ll simply need to ask them how their experience was. Here are seven questions you can use to measure customer satisfaction and the answer the overall health of your customer service:
- Are customers’ expectations being met when they talk to support?
- What has the workload been like?
- What has customer activity been like?
- Have there been any outliers recently?
- What have our response times been like?
- How likely are customers to recommend us to their friends and colleagues?
- How much effort do customers expand when they solve their problems with us?
