Every business becomes successful because of its happy customers. Therefore the voice of customers matters and they should be given priority. It’s essential that companies should meet all the customers’ expectations and ensure that they are fully satisfied.
Customer Satisfaction can be explained as the expression of how a customer feels when they interact with brands. Businesses measure this approach with the help of surveys. Customer Satisfaction is highly dependent on how products or services are made available. It also depends on numerous factors such as product and service quality, addressing customer’s issues, post-delivery service, etc.
In today’s competitive marketplace, customer satisfaction is a degree of satisfaction that customers derive from doing business with a firm. In other words, it’s how happy the customers are with the overall experience and how they feel about interacting with the company.
- Every brand needs to interact and communicate with customers on regular intervals to increase customer satisfaction.
- Higher the satisfaction level, higher is the sentimental attachment of customers with the specific brand of a product and also with the supplier.
80% of consumers will stop selecting your services over your competitor after one bad customer experience. Approximately 86% of consumers are willing to pay more for better customer experience- HubSpot Research.
There are two significant questions to ask when measuring customer satisfaction:
1. Who are the customers?
Customers are those individuals whom any organization supplies with products or services. Some of the examples of supplier-customer relationships are:
Supplier Customer Product/Service
1. Hospital Patient Healthcare
2. Automobile manufacturer Individual Customers Cars
3. High School Students Education
2. How to satisfy the customers?
Businesses should not think they know what the customer wants. It’s essential to understand the voice of the customers with the help of powerful tools such as CSAT surveys. Making use of them, businesses can get insights about what the customers want and enhance their services/products to meet customer expectations.