Do you run a business and are wondering how to gauge customer satisfaction? Well, it doesn’t have to be difficult. Let’s explore some fantastic and efficient ways to know whether your clients are satisfied.
Customer Satisfaction Definition
Customer satisfaction is a measurement that determines how happy your customers are with your products, services, and capabilities. With this information, your company can make relevant adjustments to satisfy the clients even more. These adjustments may involve enhancing or changing the products and services. But how do you measure customer satisfaction?
Use Customer Satisfaction Score
Customer satisfaction score, commonly known as CSAT, is a time-tested metric. Usually, it is a customer satisfaction survey that concentrates on asking basic questions. It contains a scale with ascending order options.
- Very unsatisfactory
- Very Satisfactory
Look at an example of a question, ‘How would you rate your experience interacting with our customer service department?’ Your clients will pick a number between one and five to rate the services. The higher the score, the more positive response it is. The best thing about the CSAT is that it is very versatile, and you can have the clients rate any interaction. It is less hectic for the clients and takes less than one minute to send feedback. Use it to the fullest.
Take Advantage of Customer Satisfaction Surveys
The customer satisfaction surveys are a great way to collect data on customer happiness. It is a little more profound and more extensive than the CSAT as it involves asking your clients questions with and without follow-up questions. The surveys can factor in different forms.
- In-app surveys: This gives the clients one or two questions within the website as they browse.
- Post-service surveys: You ask the clients a few questions just after delivery. You can use email support or a live chat on the website.
- Long email surveys: Email surveys are also great to gauge the customers’ happiness. Let them tell you how they feel about your services and products.
Use Net Promoter Score
Commonly known as NPS, this score is a great way to measure customer satisfaction among your clients. Besides the satisfaction, it also measures customer loyalty. You will ask the clients how likely they are to recommend you to their friends on a scale of one to ten. Now, one stands for not a chance, while ten stands for very likely. Once you get the feedback from several people, you can calculate the general NPS and know how likely people are to promote your business.
Customer Effort Score
If you want to measure customer satisfaction in a simple and less intrusive way, you can always use this method. The customer effort score, commonly abbreviated as CES, refers to the effort it took for the clients to have an issue solved or handled. It falls on a scale of one to seven, whereby one is the lowest and seven the highest effort. Your main aim should be getting the lowest average so that your clients use minimal effort to get help.
Ask Clients to Leave Reviews
What’s a better measure for customer satisfaction than the reviews online? You can ask your clients to leave reviews on your website; it does not matter whether it is positive or negative feedback. With the information on this article, you get to know what products and services are great and differentiate them from those that are not. If the clients complain of a particular service or product, you should act upon it.
Customer satisfaction keeps clients coming back to your business. When they are satisfied with your products and services, they will believe in the brand and become loyal. Besides repeat business, these clients will also tell other people about your products and services, which counts as a promotion. All these things keep your business afloat and give it a competitive stand against other providers in the particular market. Happy and satisfied clients do a happy business.