The income level of businesses that achieve customer satisfaction increases to a great extent. In addition, there is also word of mouth advertising, which is called organic advertising. A business that has a loyal customer has no reason not to expand its business. In addition, customer satisfaction helps to create a successful and quality brand image. For exactly these reasons, surveys that measure customer satisfaction are important for businesses.
Customer satisfaction is a criterion that gives information about the quality of the product sold or the service provided and how well the customer's expectations are met. In other words, customer satisfaction is the feeling of satisfaction after meeting the customer's needs and demands. We can explain customer satisfaction in two ways. According to studies, overall customer satisfaction average decreased by four points compared to the previous year. This decrease can be counted as a sign that customer expectations are not met. Because the satisfaction rate of the customer whose expectations are met will also be high. Customer satisfaction, on the other hand, leads to the development of loyalty towards the service or product that is satisfied. For this reason, businesses centralize customer satisfaction.
The income level of businesses that achieve customer satisfaction increases to a great extent. In addition, there is also word of mouth advertising, which is called organic advertising. A business that has a loyal customer has no reason not to expand its business. In addition, customer satisfaction helps to create a successful and quality brand image. For exactly these reasons, surveys that measure customer satisfaction are important for businesses. Call centers ask their customers to fill out a quick and short survey immediately after their call. This is an example of working towards increasing customer satisfaction. Thanks to this survey, business owners can also get information about the performance of their employees. In addition, thanks to this survey, the business can better understand what deficiencies it has and can improve itself in this direction and increase customer satisfaction.
What is the Importance of Customer Satisfaction? How is Customer Satisfaction Measured?
Customer satisfaction is an issue that is valued by businesses in terms of providing information about the loss or loyalty of the customer and the quality of the service / product. For this reason, the surveys made by the enterprises are carefully examined by the executive part of the enterprise and necessary steps are taken. According to the results of the surveys, business managers, who get information about the performance of the employees, the image of the brand, the quality of the products or services, try to solve the problem. Thus, it is inevitable for the brand to grow and create a strong impression. In this way, customer loss decreases and the number of loyal customers increases. Acquiring new customers is more difficult than keeping an existing customer. For this reason, customer satisfaction reduces the time, money and energy that the business will spend on finding new customers. The savings in these areas will of course be an advantage for the company.
Customer satisfaction also advertises the business organically. However, the point that should not be forgotten is that if the customer satisfaction of the business is low, it will create a negative image. According to studies, unhappy customers convey their negative comments about the business to at least 9 and at most 15 people. This situation causes the company to lose 15 customers. Since it will be a risky situation, business owners should pay attention to this issue. In this step, measuring customer satisfaction becomes important. It is the most appropriate and ideal technical survey to measure customer satisfaction. It should not be forgotten that major and important points should be mentioned while preparing the questionnaire. The key to keeping customer satisfaction intact is to develop the business and keep it healthy.
How is Customer Satisfaction Achieved?
There are many factors that affect customer satisfaction. While it is not possible to be the best in all of these factors, it is best to increase customer satisfaction by striving for the best. Let's take a look at the factors that affect customer satisfaction:
- Consider all reviews from the customer, good or bad.
The customer is perhaps one of the units that will evaluate the deficiencies of the company most objectively.
- Create a plan to serve through social media.
With the widespread use of social media, brands serving in this field have come to the fore in customer service and satisfaction.
- Provide customer support through different platforms and channels.
In the age of technology, communication through channels such as social media, mobile applications and websites is indispensable.
- Make employee satisfaction your priority.
How high can the service be provided where the employee is not happy? Happy employee = happy service, win win.
- Strive to specialize in customer management.
Treat your customers the way you want a business to treat you. Those who deal with difficult customers should be well trained.
- Act according to the results of customer satisfaction surveys.
The surveys you will make will give the most realistic answers about the service or product offered by your business. What matters next is to take concrete action. As long as you don't improve your weak parts, the surveys you do don't really matter.
- Understand the customer's need well.
If you understand what the customer needs and meet it, your customer satisfaction rate will increase.
- Direct customer representatives to take responsibility.
Customer representatives are the first step for the formation of customer satisfaction. Therefore, it is necessary to allocate sufficient time to customers. You should give responsibility to the customer representatives in this regard.
- Be a close follower of customer surveys.
Being aware of even the smallest changes in customer surveys can prevent some customer losses. For this reason, it is useful to follow customer surveys closely.
- Value the customer.
The valued customer makes sure that their demand is met, and more importantly, that it is listened to. This prevents the loss of customers.
- Build company culture.
Company culture is highly influential on business success. Being aware of this, businesses prepare training programs that are compatible with company culture.
- Reduce waiting time for customer calls.
Of course, the satisfaction of the customer who waits for a long time in customer calls will decrease. For this reason, you should pay attention to the number of employees who will deal with customer calls and provide training on style and behavior to these employees. It is important to be a fixer in customer calls.
- Know enough about the service you provide or the product you market.
The operator should adequately inform its employees about the service it provides or the product it markets. It is especially important that those working in customer service have sufficient equipment in this regard. Thus, the customer will be able to find solutions to their problems in a short time.
- Compare your customer satisfaction with other businesses.
You can have information about your business, especially by comparing your customer satisfaction with other businesses working in the same sector. You can make various changes in your business by referencing other companies.
- Keep in touch with your customer representatives.
Being in close contact with your customer representative will help you learn more about your company's customer satisfaction. For this reason, you can organize daily meetings with your customer representatives.
- Ask customers about their communication preferences.
Another thing you can do to increase customer satisfaction is communication preferences. Stay away from other means of communication as much as possible by communicating as the customer wishes. While some customers prefer to be contacted via e-mail, some customers may request information via text messages.
- Offer a free service or product.
Although it may seem like a financial loss at first, it actually means a lot of profit for the business. The product or service offered for trial purposes will reveal the quality of the business and you will gain customer loyalty.
- Take a break after each client meeting.
Do not forget to rest for a while after customer meetings. You need to rest in order to be able to approach the next customer more objectively and to deal with the customer more efficiently. It is important that you can give each customer the same attention and value.