Unsatisfied customers might be costing you a lot, which businesses might not even realize. In today’s digital age, a single negative review posted on a social media networking site can wreak devastation on a company’s reputation. The best way to get away from this damage is to give importance to customer satisfaction.
Forbes.com says that bad customer service costs $338.5 billion globally each year.
Apart from the ever-increasing competition, one compelling reason to achieve customer satisfaction is that consumers are more vocal than ever. They voice their opinion; share their positive/negative feedback regarding a product/service of a company.
It’s essential to pay attention to every single customer who interacts with your brand. Keeping your customers satisfied should be the top priority for every business as unsatisfied customers will spoil a company’s image by sharing negative reviews.
To understand customer satisfaction, you need to know how to measure it. Let’s explore how to do that:
The simplest way to capture customer feedback is with the help of post-purchase customer surveys. A company like Zonka Feedback is providing online and offline surveys, which are the fastest ways to collect feedback to improve customer experience with the help of CSAT, CES, and NPS surveys.
Real-time Customer Feedback
There are numerous ways to capture real-time customer feedback. Some of the most efficient ways can be with the help of iPad survey app, Kiosk survey app, and Android survey app, where valuable insights can be gathered in a real-time environment. It’s better to keep the real-time survey questionnaire short and concise. Consumers will not like to spend more than 10 mins.
Face to Face Feedback
If you have a physical store, then collecting face to face feedback would be more beneficial for your business. It would be the easiest way to address the buyer and ask them to address their experience with the sales agents. Asking such questions will help you improve the overall customer experience.
It has been observed that more than 90% of buyers are happy and satisfied when they have the opportunity to use a live chat service. It’s a feature that will allow companies to enhance customer experience by providing 24*7 customer support. A chat rating report can be created to measure customer satisfaction. Buyers can give positive or negative feedback depending upon the customer support given to the consumers.