What is customer satisfaction?
Customer satisfaction is a measure of how happy the customer is after using your product or service. This measurement will tell you whether or not you have succeeded in meeting the customer’s expectations.
By obtaining the data you need to measure customer satisfaction, you can identify your shortcomings and work on them to offer a better customer experience. A satisfied customer can make your business more profitable.
Why measure customer satisfaction?
Measuring customer satisfaction is necessary because it could benefit your brand for a number of reasons:
- A key differentiator: people value customer service more than product and price.
- Customer loyalty: measuring customer satisfaction means you can put even more effort into customer satisfaction and loyalty.
- More intelligent business decisions: The importance of customer satisfaction is undeniable when it comes to improving the overall health of your customer base.
- A better eye for improvement: by conducting a customer satisfaction survey, you’ll be more meticulous and focused in improving your products and services, as well as your customer relations.
To help you better study customer satisfaction, you can opt for customer relationship outsourcing. At advancia, we can help you manage your customer relations.
We are a call centre that will provide technical and commercial support for your business. Our main services are specialised in outsourcing:
- Technical support for users and professionals
- Management of the administrative sales and after-sales service chain via our call centre
- Identification of commercial projects for international customers
What are your objectives and plans?
The first step is to determine each customer satisfaction objective. You therefore need to ask yourself a number of questions:
- How are you going to collect customer feedback?
- What do you want to achieve by measuring customer satisfaction?
- What questions would you like to ask the customer?
- What will you do with the information collected?
You also need to take the time to define measurable objectives so that you can then implement the action plans needed to measure customer satisfaction.
What are the different performance indicators for measuring customer satisfaction?
You need to take each customer satisfaction indicator into account. There are several evaluation measures, and the most commonly used are as follows:
- The Customer Satisfaction Score or CSAT, which is a universal measure evaluating a customer’s recent interaction with the customer service team.
- The Net Promoter Score or NPS, which determines the likelihood of a customer recommending a particular product or service to their friends.
- Customer Effort Score or CES, which is a customer-centric approach to understanding customer service quality.
What are the methods for measuring customer satisfaction?
There are various methods you can use to measure customer satisfaction:
- Customer satisfaction survey: This method is a standard approach that aims to collect data using customer satisfaction questions. Normally ranging from 5 to 10 questions, customer satisfaction surveys can be sent out after a customer has made a purchase.
- E-mail survey: This method involves sending a survey to your customers by e-mail in just a few clicks. Customers can easily navigate through links and complete surveys, making it easier for businesses to collect customer feedback and other data.
- Social media: Understanding what your customers share on social media will reveal how they really feel about your products or services.
Throughout your surveys, you need to consider the 4 dimensions of customer satisfaction, which are the emotional dimension, the affective dimension, the cognitive dimension and the behavioural dimension.
You can delegate this task to an outsourced call centre such as our Advancia Customer Relations Centre. Thanks to contact centre outsourcing, we can collect the customer data you need to improve customer satisfaction.