Measuring Customer Satisfaction
Customer satisfaction is at the heart of any successful brand or business, and understanding the importance of analysing your customer satisfaction rates will encourage growth and development for your business. There are many ways to measure customer satisfaction, in a way that will enable you to have a better understanding of what your customers think about your products and services, and what they expect in future from you. In this post we will be exploring the ways you can measure customer satisfaction.
Doing customer surveys regularly is a great way to measure customer satisfaction. It allows you to get targeted feedback from those who use your products or services. The best thing about surveys is that you can have a core focus. If you are wondering how a new product launch is being received or how well your team is delivering customer service, you can conduct specific, targeted surveys. You can conduct surveys in many different formats too – postal, email and in-app surveys are all popular choices.
CUSTOMER SATISFACTION SCORES (CSAT)
One of the most standard customer satisfaction metric is asking your customer to rate their product or service from 1-3, 1-5 or 1-10. This will help to work out your CSAT score, which will be the average overall. Although a common choice, using this score on ALL customers is not going to beneficial or an accurate reflection of your product and services. Use this method with targeted audience for example, if you have a beauty brand try targeting mums as one specific for a more accurate satisfaction score related to lifestyle.
Social media is often referred to as a blessing and a curse in equal measure, but when it comes to analysing customer satisfaction it can be an incredible tool for insight. Social media will enable you to engage, interact and monitor the reaction of customers to your products and services. You can also use tools like Social Mention and Google Alerts alongside manual monitoring, these tools will enable you to get to the important information you require with ease.
NET PROMOTER SCORE (NPS)
Net Promoter Scores are another common customer satisfaction metric, and were introduced to account for the lack of predictability of the CSAT scores. The simple way to calculate your NPS score is to subtract the percentage of detractors from the promoters. The higher the score, the better your customer satisfaction.
Although people are more likely to leave feedback if their experience with your brand or business is negative, don’t let this put a dampener on your campaign. It’s important to use these tools as a tool to improve and rectify any teething problems.