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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

How to measure customer satisfaction with one simple metric

How to measure customer satisfaction with one simple metric

When we’re really excited about something, what is the first thing we want to do? Tell someone, of course! Spread the word, share our excitement and see it grow! So when it comes to your business, are your customers excited enough to tell their friends about it? If yes, you’re obviously doing something right, and are reaping the benefits of customer referrals. If not, well, it’s time for a change. To know whether your customers like you enough to be your advocates, you need to ask them one simple question: How Likely Are You to Recommend Us to Your Friends & Family. This customer survey question, that was the brainchild of Fred Reichheld and Bain & Company, will give you an insight into your customer’s loyalty towards you and help you calculate your business’s Net Promoter Score (NPS). NPS is a metric to predict customer purchase and referral behavior and it is different from other metrics because instead of measuring a customer’s satisfaction regarding a specific event or interaction, it is designed to measure a customer's overall loyalty to a brand. How is the NPS score calculated? The question when asked provides the customer with a scale of 1-10, wherein if they choose a 9 or a 10, it signifies they are your promoters. A 7 or an 8 usually indicates that they are passive and are basically on the fence about your business. Anything lower than 6 signifies they’re detractors, and will not be helping your business in any way. So, the formula to…read more
Customer satisfaction survey – why it counts more than you know

Customer satisfaction survey – why it counts more than you know

Once a couple decided to ditch their favorite restaurant for once and try out a new one for their anniversary. The decent interiors and warm ambiance teased them in. But sadly as they say appearances are deceptive, the food in the new restaurant wasn’t even half good as its charming ambiance. The couple felt regretful and without wasting any more time on their anniversary night, paid the bill and bolted out of the restaurant to switched back to their old favorite place. This is a very common case of how customers churn.  Bad experiences are the are the main reason for a high churn rate. According to Esteban Kolsky of thinkJar - “Only 1 out of 26 unhappy customers complain. The rest just leave.” How do you think the new restaurant could have tackled this churn better? According to us, by either implementing a customer satisfaction software or by offering a customer satisfaction survey to be filled (on premises/ online). Customer satisfaction is imperative for the survival of a business. And the best way to evaluate customer satisfaction is to simply ask them. Ask such questions in your customer satisfaction survey that spill out the kind of data you require in order to improve your product and services. Customer satisfaction surveys are everywhere; customers are bombarded with online surveys from companies. It would be quite believable if we say that every one of us has at least once in our lives received such surveys. And in addition to the ease of distribution and quick results,…read more
5 SIMPLE STEPS TO MEASURE CUSTOMER SATISFACTION

5 SIMPLE STEPS TO MEASURE CUSTOMER SATISFACTION

Every business aims to deliver the best customer service but how often do you assess whether customers are willing to purchase your product and services again? How often have you tried to determine how happy are they with your services? Customer satisfaction is the toughest concept to measure and often requires in-depth analysis of preferences, expectations, and opinions. It takes a MONTH to find a customer and just SECONDS to lose one so making efforts to win them and then retain them is a challenge that all businesses face. Customers boost your business and their satisfaction is one the best indicators of showing how likely they will purchase from you in future. If your customers remain unsatisfied, there are chances that 89% of them may stop doing business with you. (Source: http://www.oracle.com/us/products/applications/cust-exp-impact-report-epss-1560493.pdf). Hence, it is imperative for every business to regularly measure customer satisfaction in order to improve it. BEST WAY TO MEASURE CUSTOMER SATISFACTION A customer satisfaction program is more than just conducting customer satisfaction surveys or directly contacting customers to understand what is going right and what is not. Developing an ideal customer satisfaction program involves steps that give results which are financially benefiting, leads to higher market share and stronger brand reputation. So what are the best ways to measure customer satisfaction? Here are 5 simple steps that any business can adopt in order to devise a full proof customer satisfaction program. 1. Listen to your experts – Employees Your employees are the preliminary source of information when gathering customer satisfaction data.…read more
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